Description
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.