The Company…
A rare company, in being both a commercial and ethical powerhouse. Their skilled and relatively small team's mission is to drive large scale positive outcomes for ethical initiatives like renewables…
The role...
We are looking for a versatile Customer Experience Specialist with a service design background to work with our client initially for a 6 month fixed term contract and help them get to the next level of maturity in their customer experience. They envisage that once the strategy and a number of key projects outlined in this role are complete, there is likely to be a full-time role to manager customer experience ongoing.
Our client has some of the highest NPS's in the industry, and is No. 1 in terms of actual advocacy of its customers. However, they know that there's a lot more we can do to improve our customer experience.
They are in the process of insourcing many functions relating to customer experience that were previously outsourced, such as customer service, CRM, and data warehouse, so this is a good time to design a CX ecosystem that will help us measure their customer experience holistically, as well as bring CX thinking to key projects to deliver continuous customer experience improvement.
Key Responsibilities include (but not limited to):
- Develop CX ecosystem
- Create a CX system through engagement, design, and facilitation, ensuring all functions across the end-to-end experience participate in the journey
- Develop CX transformation plan including key accountabilities as well as how we bring to life through pilots, education, communication, training, engagement, approach on ways of working, metrics and reviews/readouts.
- Ensure model is working, responsive to change, and evolves in keeping with business objectives, seasonal differences and business inflection points, while keeping promise to customer.
Develop monthly Customer Experience progress reports through customer experience reviews and readouts to provide executive leadership with recurring feedback and trends.
Skills, knowledge and experience
- 5+ years in a senior CX role
- Service design / design thinking capability
- Proven track record driving positive change in a complex environment
- Understands and can apply CX methods and tools (e.g. NPS, closed-loop systems, mapping)
- Experience facilitating cross-functional team discussions
- Customer Journey Mapping - ability to employ data and research to create Customer Journey Maps that help stakeholders "see" where the gaps and opportunities are to increase success
- System Thinker - able to see the big picture as well as the details
- Interpret Data - ability to interpret data and insights to objectively and consistently drive CX objectives
- Strategic Agility
- Group Facilitation - ability to facilitate and guide groups, helping them find the answer and engage in co-creation of solutions, promoting understanding of how their roles are critical in delivering on the brand promise
- Listening Skills - proficiency in active listening skills to broaden understanding, absorb different perspectives and help diffuse perceived obstacles and potential gaps in understanding
- Communicates and collaborates well within and across organizational level
- Has exceptional problem solving-skills
- Proven track record driving positive change in a complex environment
- Builds relationships
This is an extraordinary opportunity working with a rewarding, exceptionally successful business thriving. Working with a company that is both a commercial and ethical powerhouse. If you'd like to apply, please quote reference #238940
