Do you want to deliver game changing digital customer experiences utilising the latest digital techonology? We're talking Chatbots, AI etc.
As the Customer Experience Manager is a newly created role, you will be required to work autonomously (carve the role out for yourself), be strategic, resillient and poses excellent stakeholder management skills in order to influence different areas of the buisness.
The CEM is a newly created role aimed at driving rapid service transformation through delivering a brilliant service experience, providing a frictionless omni-channel service experience while focusing on driving digital adoption.
The role will be supported by Digital Adoption Manager that will identify opportunities in the self service journey and will be the digital evangelists to the frontline in addition to the Customer Experience Specilist.
Key Requirements:
- Creating and documenting desired service experiences across all channels - calls, digital and offline
- Owning the Service Experience for the business and working closely with the CX and Human Centered Design teams to create brilliant experiences
- Getting the service journey basics right - discovering, documenting and sharing
- Using customer-centric thinking to create brilliant service experiences
- Balancing business and customer demands to drive mutually beneficial outcomes
- Identifying game-changing opportunities to improve the omni-channel customer experience
- Interpret and communicate complex journeys and technical solutions into easily digestible stories
- Working with external agencies & partners to deliver CX strategies for implementation
- Collaborating with a wide-variety of stakeholders to deliver the plan
- Executing the service experience plan
- Driving digital adoption through the key digital service channels
Key Accountabilities:
- Service Journeys
- Digital Adoption
- Transforamtion
- Customer Experience
- Implemnetation
- Partner Management
- People Management
In order to be succesfull in this role you must have proven experience in Customer Experience for a large enterprise environment, experience in managing or deploying digital self-service solutions and a solid understanding of UI/UX.
