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Senior Administrator

4 months ago

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**Position Overview**:
The Customer Outcome Improvements Specialist is a strategic role within an organization, responsible for identifying, analyzing, and implementing initiatives to enhance customer experience and satisfaction. This role involves understanding customer needs, feedback, and pain points to develop improvement strategies that lead to better outcomes for customers. The Customer Outcome Improvements Specialist works cross-functionally with various teams, including customer service, marketing, product development, and sales, to drive customer-centric improvements and foster long-term customer loyalty.

**Key Responsibilities**:
**Customer Feedback Analysis**:

- Gather and analyze customer feedback, surveys, and complaints to identify areas of improvement.
- Conduct root cause analysis to understand the underlying issues affecting customer outcomes.

**Customer Journey Mapping**:

- Create and maintain customer journey maps to visualize the customer experience across various touchpoints.
- Identify key moments of truth and opportunities for enhancing customer outcomes.

**Improvement Strategy Development**:

- Develop data-driven improvement strategies based on customer insights and business objectives.
- Collaborate with stakeholders to prioritize improvement initiatives.

**Process Optimization**:

- Evaluate existing customer-facing processes and workflows to identify bottlenecks and inefficiencies.
- Implement process improvements to streamline customer interactions and reduce customer effort.

**Product and Service Enhancements**:

- Work with product development teams to incorporate customer feedback into product and service enhancements.
- Ensure that new product features align with customer needs and preferences.

**Customer Service Training and Quality Assurance**:

- Develop training programs for customer service teams to improve customer interactions and problem-solving skills.
- Conduct quality assurance reviews to maintain service excellence.

**Data Analytics and Reporting**:

- Utilize data analytics and customer metrics to measure the impact of improvement initiatives.
- Prepare regular reports on customer outcomes and improvement progress.

**Customer-Centric Culture Promotion**:

- Advocate for a customer-centric culture within the organization and encourage all teams to prioritize customer satisfaction.
- Promote empathy and understanding of customer needs across the organization.

**Customer Retention and Loyalty Programs**:

- Collaborate with marketing and sales teams to develop customer retention and loyalty programs.
- Identify opportunities for upselling and cross-selling based on customer preferences.

**Continuous Improvement**:

- Monitor industry trends and best practices in customer experience to continuously improve customer outcomes.
- Drive a culture of continuous improvement and innovation within the organization.

**Skills and Qualifications**:

- Bachelor's degree in Business, Marketing, Customer Experience, or a related field.
- Proven experience in customer experience management, customer success, or a similar role.
- Strong analytical and problem-solving skills to interpret customer data and insights.
- Excellent communication and interpersonal skills to collaborate with cross-functional teams and customers.
- Project management abilities to execute improvement initiatives effectively.
- Familiarity with customer experience measurement tools and methodologies.
- Knowledge of customer-centric principles and best practices.
- Ability to empathize with customers and understand their needs and expectations.
- Proficiency in using data analytics and reporting tools.
- Strategic thinking and a customer-focused mindset.

**Salary**: £26,000.00-£32,000.00 per year

**Benefits**:

- Company pension
- Free parking
- Life insurance
- On-site parking
- Sick pay

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

Application question(s):

- Are you willing to relocate to the Isle of Man on a permanent basis?