Customer Experience Lead

This job has now expired please search on the home page to find live IT Jobs.

My client, an energy trading company based in Sunbury, requires a Customer Experience Lead.

Customer Experience Lead

                               Shape, develop and drive delivery of the CX Roadmap in alignment with the broader IT architecture strategies, policies and plans and in alignment with changing customer feedback themes.

                               Develop budget plans in alignment with the above mentioned roadmap and ensure priorities are clear and articulated together with associated risks for deliver / non-delivery.

                               Collaborate across teams and the business to ensure that CX integrates effectively to meet changing requirements in a consistent, optimised manner, delivering quality outcomes that lead to high levels of customer satisfaction.

                               Provide CX guidance to service owners wishing to redesign their existing, or create new services.

                               Influence the Self Help Services Manager to incorporate emerging digital solutions when delivering business customers with a high quality ability to search, find and access online self-help guidance to resolve their various questions and issues.

                               Optimise and adapt customer feedback channels such that all feedback is reviewed, analysed for improvement opportunities and responded to by appropriate methods.

                               Ensure robust and well defined complaint processes are in place including escalation and expedite routes such that they accommodate changing workplace solutions.

                               Operate as Chief Editor of content relating to CX such as the Voice of the Customer monthly reporting and flex the content to respond to latest feedback and themes.

                               Manage and enhance the voice of the customer network for receiving feedback, offering opportunities to contribute to early adopter programs and sharing key updates to initiatives and services.

                               Create and manage customer centric surveys and research across organisations to leverage smarter, more effective mechanisms for gaining ‘in the moment’ returns.

                               Create SLA reporting for CX across the wide range of services and implement tooling as required to assist with such measurement in order to drive consistency.

                               Identify, prioritise and apply customer journey mapping techniques to improve key moments in the customer interactions

                               Provide CX guidance to major and transformational programmes such as the Workforce Transformation Programme.

                               Identify, prioritise, secure budget for and manage the delivery of any Customer Services owned significant enhancements to CX.

                               Support initiatives to drive down calls to the Service Desk.

                               Design a Customer Service training program (within the corporate culture) to promote a customer centric approach across and ensure that appropriate on-going training materials are developed alongside any products.

                               Build a rapport with the communications teams and ensure the quality and content of communications to stakeholders meets the latest requirements for a good CX, particularly when considering languages.

                               Identify and leverage customer experience insights across other teams in the wider organisation that have corresponding CX related roles.

                               Identify, manage, monitor and mitigate all risks associated with CX.

                               Manage indirect resources on the team engaged to assist with a subset of the above