Description
Customer Experience Lead - Permanent - Sunbury/Houston - £75,000 plus car allowance, plus bonus, plus excellent benefits.As Customer Experience Lead you will collaborate closely with the broader
customer experience team, other leads and service owners to ensure that
Customer experience integrates effectively to meet changing requirements in a
consistent optimised manner. You will also influence the Self Help Services
Manager to incorporate emerging digital solutions to business customers needs
as well as playing pivotal role as Chief Editor of content relating to customer
experience across various reports and media. With well-honed interpersonal
skills you'll also be responsible for the design of the Customer Service training
program to promote a customer centric approach across the IT division.
Your key responsibilities will include:
* Creating and realising the delivery of the IT&S customer experience
roadmap in alignment with the broader IT architecture strategies,
policies and plans
* Creating budget plans in alignment with the above mentioned
customer experience roadmap and ensure priorities are clear and
articulated together with associated risks.
* Providing Customer experience guidance to IT&S service owners
wishing to redesign their existing, or create new services
* Optimising and adapting customer feedback channels and capitalizing
on any improvement opportunities including well defined escalations
processes
* Creating and managing customer centric IT&S surveys and research
across organisations to leverage smarter, more effective mechanisms
for gaining 'in the moment' returns
* Creating SLA reporting for customer experience across the wide range
of IT&S services and implement tooling as required, to assist with
such measurement in order to drive consistency.