Description
JOB SUMMARY
The ideal candidate will be responsible for ensuring the smooth day-to-day running of the required customer experience capabilities.
He/she works with the Chief, Customer Success Officer across the organization to embed behaviors and actions that unite the silo-based organization focusing on priorities in customers’ lives as this manner of doing business honors the employees and customers, resulting in a sustainable, repeatable, and deliberate one-company approach.
JOB RESPONSIBILITIES
Actively contribute to develop and implementing tools and processes to understand customers, e.g. surveys, other listening posts, personas, and journey mapping.
Perform daily Review of intelligence from Customer Listening posts to highlight and precipitate initiatives that promote customer-centric culture; Centralize and analyze customer feedback and data.
Organize monthly customer room sessions share and communicate these initiatives with stakeholders.
Collaborate with the customer support team to organize and direct the activities of customer support infrastructure to ensure the delivery of high-quality service to customers.
Organize and moderate Customer journey mapping sessions with internal and external stakeholders to enable more efficient and effective customer interactions, understand customers better and precipitate initiatives to address identified customer pain.
Co-create new customer experiences with Internal and External stakeholders.
Identify metrics to track and ensure those metrics are linked to business outcomes. Support the Chief, Customer Realization, and Governance to share the insights from the customer understanding tools throughout the organization.
Educate the rest of the organization about the customer and the customer experience. Ensure that the customer and the impact on the customer is embedded in all customer-impacting decisions, designs, and conversations.
Oversee the administration of the CX advisory council.
Interact with HR and other culture and Value realization representatives across the business to execute customer-centric initiatives and ensure accountability for customer improvements across the functions.
Actively Participate in Product design workshops to ensure the embedding of customer-centric defined standards.
EDUCATIONAL QUALIFICATION(S) and CERTIFICATION
Bachelor’s or Masters degree in a related discipline
EXPERIENCE
Minimum of 5 years experience in the field of customer service / Customer experience improvement implementation
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