Global Advisor Cs Experience

2 weeks ago

HoughtonLeSpring, Durham, United Kingdom Just eat Takeaway Full time

Location is flexible to; London, Amsterdam, Berlin or Sunderland


This an exciting opportunity to be the leading voice in the design, creation and implementation of our Global CS Advisor Experience.

This role will include responsibility for advisor experience, tooling, training and quality, setting up the CS front line for success.


The focus is on making real-life operational improvements to drive exceptional experiences, to create insight to influence the CS agenda globally and to bring together the very best practices across all markets.

The role is to lead our training and quality function globally

You will be accountable for the Advisor Experience/Tooling, delivering measurable KPI improvements to meet monthly CS targets.

You will manage tactical delivery with longer term strategic programme design and delivery and must be able to blend strategy with pragmatism and flex according to situation and priorities.


The role will include leading a team of specialists and you will be responsible for managing senior stakeholder relationships in the Training and Quality arena - including the Regional Operational Directors in CS.

You will be accountable for setting the AX agenda globally and bringing it to life.


You will work closely with the Country Management teams, Data / BI teams, P&T, WFM, and Ops leadership to identify the priorities and then engage the wider team to ensure initiatives are prioritised and delivered into the Operation.

Senior stakeholder engagement is essential; you will be as comfortable talking to agents and Operational experts as you will be engaging with cross-organizational leadership teams.

This role will also line manage the Communications and Engagement Lead who will be responsible for all frontline communication; successfully communicating change and driving engagement across all markets

Experience, Competencies & Qualifications:

  • Previous Experience in leading a team of senior managers and experts in Operational Excellence, Training, Quality e.g. Business Improvement professionals and Subject Matter Experts, as well as those with Training and Quality experience
  • Previous Strategy Design experience. Ideally within a tech company
  • Previous experience in training design and delivery
  • Action/delivery oriented and pragmatic decisionmaker.
  • Proven ability to identify experience improvement opportunities and fix them proactively
  • Ability to manage tactical delivery with longer term strategic programme design and delivery
  • Must be able to blend strategy with pragmatism and flex according to situation and priorities.
  • A natural influencer and collaborator, at ease with complex and matrix organisational structures.
  • Able to take the lead and develop programs that cut across multiple departments.
  • Will be able to lead matrix teams with respect and be able to influence a range of stakeholders with a key focus on building effective and impactful working relationships.
  • Base knowledge of business improvement and CI tools, techniques and approaches to coach and mentor a team.
  • Professional Business Improvement training preferred

Key Responsibilities:

Core:

  • Responsible for the creation and implementation of the Global Training framework
  • Development and continuous improvement of the Quality framework, delivering insight and tangible CS and Advisor experience results
  • Responsible for the design of the Advisor Experience Strategy & programme
- e2e Knowledge and Content Management ownership

  • Must be able to demonstrate strong creative and innovative ways of working being proactive in setting the agenda globally and looking to outside industries for best practice and new technologies

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