Customer Experience Specialist

2 weeks ago

Birmingham, United Kingdom BT Full time

Customer Experience Specialist

**Job Req ID**:29214**Posting Date**:7 Feb 2024**Function**:Content & Design**Location**:Snowhill, Birmingham, United Kingdom**Salary**:Competitive with great benefits**Why this job matters**
You will bring your personal expertise to a team who are collectively accountable for end to end Customer Experience and service performance delivered by BT Technology to ensure a brilliant experience for all of our customers. We will achieve success through establishing excellent relationships with our business partners and stakeholders, driving service improvements, and positioning ourselves as champions of the customer experience for the BT business
You will leverage insight and feed back learning to drive continuous improvements into the business whilst challenging anything that breaks BT Values.
You will always look from outside-in through the eyes of our customers and are totally experience obsessed, always driving for root cause improvement.
You will be a part of a team of brilliant people who power our curiosity to question, learn, continually improve, define, share and implement best practice, whilst taking full ownership and never giving up.
You will play your part in advocating and supporting us build a culture we are proud of, where everyone is treated fairly and has the same access to opportunities.

**What you’ll be doing**
- Service and CX Performance and Reporting
- Define, agree and implement Customer Experience Metrics, Key Performance Indicators (KPIs) and Service Level Agreement (SLA’s). Responsible for ensuring reporting is available and insights used to improve customer experience
- Role contributes to product, service and network performance, benchmarks, quality, NPS, PTC, engineering measures and revenue protection for specific areas of responsibility.
- Service and CX Improvements
- Develops, owns and drives discreet and/or complex customer centric plans, actions and implementation of various priority customer experience improvement initiatives and trials/proof of concepts.
- Makes decisions on mitigations versus root cause fix priority and process design changes as appropriate within area of responsibility to improve customer experience.
- Makes decisions on progressing actions to support complex customer fault resolution in real time.
- CX Risk Ownership/Identification - Identify, log and help manage all Operational risks within Jira. Ensure all risks have the appropriate detail and sign off at appropriate level. Own any treatment activities ensuring that all parties agree and timescales are clearly defined.
- Relationship - Role works with CFUs, Group, multiple vendors/suppliers. These may include Openreach, Enterprise, Consumer, Group, and customers such as Government and corporate.
- Project - Responsible for ensuring the customer experience is at the forefront of everything we do, make sure the correct metrics, requirements and processes are in place to ensure service we are number 1 for service.
- Collaboration - Subject matter expertise to coach/collaborate across team, graduates and apprentices. Playing a part in building an engaged and empowered customer experience team.
- Connected leaders behaviours
- Customer Champion: I understand customers’ needs and challenges and don’t stop until we create brilliant experiences for them. I champion our customers in everything I do.
- Change agent: I identify, create and lead smooth business changes. I adapt quickly and perform effectively - even when there’s ambiguity.
- Collaborative partner: I understand the agendas and needs of others, alongside the needs of the business. I break down silos, and work brilliantly with partners both within and outside of the organisation to deliver business results.

**Skills and Experience**
- Articulate individual with the passion and energy to influence decision-makers across transformation, networks services teams and customer facing units to ensure customer centric focus.
- Excellent data analytical skills.
- Excellent logical investigation/root cause analysis skills.
- Excellent customer/stakeholder management and both written and verbal communication skills
- Confident managing board level/executive/VIP (MPs, public figures etc) CX escalations to resolution.
- Experience you would be expected to have
- PREFERRED: May have a degree qualification (engineering/science) or has served a technical apprenticeship and/or obtained NVQ and/or further education technical qualifications (i.e. HND).

Alternatively, relevant on the job experience.
- MANDATORY: Data driven and analytical experience
- MANDATORY: Successful change management and continuous improvement experience
- MANDATORY: Worked successfully within a team environment and culture where sharing knowledge is the default
- Articulate individual with the passion and energy to influence decision-makers across transformation, networks services teams and customer facing units to ensure customer centric focus.
- Excel

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