Manager Customer Experience Improvement

• Customer Experience Strategy: Develop and execute the customer experience improvement strategy aligned with the organization's goals, ensuring a consistent and seamless experience across all touchpoints.
• Data Analysis: Utilize customer feedback, survey responses, and other relevant data to identify trends, patterns, and areas for improvement. Use quantitative and qualitative data analysis to derive actionable insights.
• Process Optimisation: Collaborate with cross-functional teams to identify inefficiencies and bottlenecks in customer-related processes. Develop and implement process optimization initiatives to enhance the overall customer journey.
• Customer Journey Mapping: Map the end-to-end customer journey, highlighting key touchpoints and pain points. Work with relevant teams to address pain points and provide exceptional customer experiences.
• Employee Training and Development: Develop training programs for employees to enhance their customer service skills and ensure consistent delivery of positive experiences.
• Root Cause Analysis: Conduct root cause analysis for customer complaints, issues, or negative feedback. Work with relevant stakeholders to address underlying problems and prevent recurrence.
• Performance Metrics: Define and track key performance indicators (KPIs) related to customer experience, regularly reporting progress to the leadership team.
• Stakeholder Collaboration: Collaborate with various departments, such as marketing, sales, product development, and operations, to align customer experience efforts with broader organizational goals.
• Technology and Tools: Identify and implement suitable customer experience tools and technologies to streamline processes and enhance customer interactions.
• Best Practices Research: Stay updated with industry trends, best practices, and emerging technologies in customer experience management. Integrate relevant insights into the organization's practices.
  

Qualifications:

• Bachelor’s degree in business administration, Operations, Marketing, Customer Experience, or a related field. Master's degree is a plus.
• Six Sigma and lean methodology qualifications is a distinct advantage for this role.
• Proven experience in customer experience management, process improvement, or a related field, preferably within a managerial or leadership role.
• Strong analytical skills, with the ability to translate data into actionable insights.
• Excellent project management skills with a track record of leading successful cross-functional initiatives.
• Exceptional communication and presentation abilities to influence stakeholders at all levels of the organization.
• Familiarity with customer experience measurement tools, such as NPS, CSAT (Customer Satisfaction Score), and Voice of Customer programs.
• Knowledge of customer experience best practices and industry trends.
• Ability to work in a fast-paced and dynamic environment, adapting to changing business needs.