Description:
We’re seeking a dynamic and results driven person who is highly passionate about delivering exceptional levels of customer satisfaction and driving continuous improvements. The role holder will play a pivotal role in leading the customer program for our transformation, focusing on simplifying the customer experience, improving customer satisfaction and driving favourable brand recognition.
Key Responsibilities
- Customer Journey Mapping: Develop customer journey maps from Lead to Order, aligning with our new Sales and Marketing strategy across all target audiences. Create customer journey maps from Order to Cash process, collaborating with the Customer Fulfilment SME’s to identify opportunities for enhancing customer satisfaction. Work closely with the Brand designer to develop customer journey mapping tools for visualising, wire framing and prototyping. Collaborate with Senior Marketing Manager to create personas and journey maps for different segments and enable Marketing Campaigns
- VOC Implementation & Product Owner and CX projects: Implement VOC software and platforms, collaborating closely with the IT department, drive usage and gain buy in from the business. Provide monthly reports and tracking. Launch and support a companywide program of continuous improvement though a ‘Listen. Find & Fix’ program. Act as Product Owner of the VOC tool and set up on-going surveys and questionnaires for different audiences and segments within the software. Implement the CI framework and in consultation with business stakeholders prioritise backlog based on VOC insights
- Touchpoint Analysis and VOC: Utilize the customer VOC to understand and map all customer touchpoints, moments that matter, and opportunities for improvement and innovation. Drive a program of ‘listen, find & fix’ to reduce pain points and align all stages of the customer lifecycle to meet customer needs and expectations
- Transformation & Continuous improvement: Provide recommendations to improve the customer journey, benchmark against external best practices and industry standards. Ensure focus, results and CI activities align with the Company ambition to be a Customer-Centric organisation and Digital Partner of Choice. Identify opportunities that drive efficiency and reduce cost to serve and failure out of the business and process. Take role of Business lead for Customer workstream as part of the Transformation Program
- Reporting & Measurement: Set up the reporting and measurements that roll up to the business OKR’s for C-SAT and NPS, customer referrals and customer effort scores. Establish KPI’s for improving performance (Cost, Quality and Time, including RFT, TAT’s)
Skills and knowledge
- Strong analytical and data interpretation skills
- Proven experience in implementing and running VOC program and tool
- Ability to develop and report on performance metrics through PowerBI
- Demonstrated ability to visualize and map customer journeys
- Experience in agile, cross-functional working particularly within an Operations or Delivery environment and in partnership with IT and Digital
- Sound Project Management skills with focus on redesigning and testing customer journeys / A/B testing/ Usability testing