Senior Specialist- Customer Experience 8 yearsrequired
3 weeks ago
1. Master s Degree in BusinessAdministration or related field from a recognizeduniversity.
2. Lead theformulation of a comprehensive customer experience and servicedesign framework that aligns with client s strategicgoals.
3. Develop procedures workprocesses and documentation to facilitate the implementation of theservice design framework. This includes establishing a customerexperience measurement framework and identifying key metrics forevaluating experience quality satisfaction andloyalty.
4. Establish awelldefined reporting structure and mechanisms for the servicedesign activities ensuring transparency andaccountability.
5. Conduct regulardesktop research to stay updated on the latest trends in servicedesign and design thinking and maintain a repository of leadingpractices in the field.
6.Implement a governance framework for service management to maintainconsistent and accurate service details across the organizationsservice catalogue.
7. Create andmaintain a service management framework that enables seamlesscreation updates and removal of services and channels whileensuring controlled and measured changeactivities.
8. Ensure serviceinformation is consistently available across all client servicedelivery channels providing customers with a seamless andintegrated omnichannelexperience.
9. Initiate developand monitor projects and initiatives related to service andcustomer experience design including corporate services andexperiences.
10. Establish acustomer experience framework that encompasses all servicesagencies and sectors catering to both business and individualcustomer segments.
11. Incorporatecocreation concepts by involving customers in service and channelimprovements through Voice of Customer reports workshops focusgroups and other feedback channels ensuring alignment with customerneeds.
12. Utilize customerinsights and journey mapping to identify and prioritize criticalmoments of truth enhancing the overallexperience.
13. Drive change byestablishing a crossclient experience accountability matrix andmaintaining a list of top customer experience improvementinitiatives.
14. Foster acustomercentric culture through promoting behaviors practices andstandards that encourage all employees to prioritize deliveringexceptional customerexperiences.
Requirements KeyResponsibilities
1. Collaboratewith stakeholders to develop a comprehensive customer experienceand service design framework that clearly defines the direction ofthe desired customer experience in alignment with client s strategyand core values.
2. Develop andtest procedures work processes documentation and related materialsto support the implementation of the service design framework. Thisincludes creating a customer experience measurement framework andidentifying key metrics for assessing experience qualitysatisfaction and loyalty.
3. Workwith all relevant parties within client to establish a clearreporting structure and effective mechanisms for service designactivities.
4. Ensure propermaintenance and central control of all reporting supportingprocedures and documentation related to change council activitieswithin client.
5. Ensure adherenceto service development and improvement policies for channels andservices across client fostering consistency and continuousenhancement.
6. Manage thecreation update and removal of services and channels within theservice catalogue. Collaborate closely with service owners toensure consistent changes across all channels based on specificrequirements.
7. Measure theimpact of changes made to services and channels through the changecouncil process. Communicate with agencies sectors service andchannel owners to accurately assess the impact and provide reportsto the Customer HappinessDepartment.
8. Follow up onprojects and initiatives related to the design and maintenance ofservices and customer experience including both corporate servicesand experiences.
9. Providesupport in the development of a customer experience framework thatencompasses all services agencies sectors and segments of businessand individual customers.
10.Utilize customer insights and customer journey mapping techniquesto define prioritize and enhance critical moments of truth in thecustomer experience journey.
11.Drive change by developing a crossclient experience accountabilitymatrix and maintain a dedicated list of top customer experienceimprovement initiatives.
12.Foster a customercentric culture by promoting behaviors practicesand standards that encourage all employees to prioritize deliveringoutstanding customerexperiences.
13. Report resultsinsights and recommend actions to improve the quality of servicesand service delivery channels aiming for a superior customerexperience.
14. Follow awelldefined design process for creating or modifying experiencesensuring consistency andeffectiveness.
15. Implementcommunication strategies and tactics to effectively convey theimportance of customer experience to employees andcustomers.
16. Ensure theavailability of service information across all client servicedelivery channels in a consistent and wellmaintained manneroffering a seamless omnichannel experience forcustomers.
Key Skills
DesignEngineering,Baan,Customer Service,FundManagement,ABAP,Elevator
Employment Type: Full Time
Experience: 5years
Vacancy: 1
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