Cx Lead

CX Lead

In this position you will be responsible to analyse customer journeys, identify areas for improvement and develop state-of-the-art solutions for customers.

Exceeding customer expectations is our mission in the Customer Experience and Solution Design Team. We play a key role in bringing the customer's voice closer to our teams. Enabling Customer Access for co-creation is essential for establishing a customer centric organisation.

You will engage closely with various stakeholders across the organisation, and work towards realising our ambition to provide a market-leading Customer Experience (CX). As a member of the Customer Experience and Solution Design Chapter, you will be responsible to design, develop and support the roll out of solutions that provide an improved customer experience. You independently lead the interaction with all involved parties such as Global Functions and Regions/Affiliates by building strong personal relationships.

As part of an empowered multi-disciplinary team of high performing individuals, you challenge the status quo with an innovative mindset, design-led approach, iterative development, and customer involvement. You will act as an important influencer in CX initiatives. In this position, you will benefit from a broad exposure across various areas and be highly visible as a key contributor.

Role Description
- Piloting the CX Accelerator We are piloting our CX Accelerator - a dedicated, fast-paced environment through which we explore and accelerate the design of differentiated solutions to improve the customer experience.
- You will work alongside the CX Accelerator Lead and support in refining the CX Accelerator and pilot the concept with key affiliates.

Key activities will include:

- Identify areas for improvement and iterate the current model through feedback and best practice identification within the organisation
- Review project submissions and support affiliates in refining their problem statements
- Support in senior stakeholder engagement

In addition, you will get hands-on experience by solving challenges through the CX Accelerator process. You will be working alongside a multi-disciplinary team and will:

- Plan and prepare the sprints
- Identify and recruit Subject Matter Experts within the organisation
- Collaborate with various stakeholders across the organisation
- Run interviews, shadowing sessions, review documentation and gather market insights
- Support in developing solution concepts
- Develop low-fi and high-fi prototypes
- Conduct feasibility assessment
- Create business case which will be presented to senior stakeholders
- Support in planning and logistics
- Conduct workshops to train affiliates on our journey creation methodology and journey management tool (cxomni)
- Support in raising awareness of the importance of customer journey mapping and journey management
- Together with key stakeholders, sales affiliates identify and map journeys and sub-journey (in our journey management tool)
- Support in identifying and prioritising pain points along the end to end journey and support in managing an end to end backlog.

Skills / Experience Required
- You speak the language of the customer, allways advocate on their behalf and leave them wondering why they'd ever partner with anybody else. You're someone who wants to influence your own development.
- You have experience in developing customers' journeys and discovering areas of opportunities through meaningful research methods and tools.
- Experience working on large, complex projects with multiple partners and decision-makers
- You have a minimum of 3 years experience acting as a CX expert, product owner or working in innovation management..
- You are able to handle ambiguity and are experienced to work in an agile, highly collaborative and fast-paced environment where co-development with customers is at the core
- You have a proven track record of solving complex challenges and innovating new solutions
- You've practical experience in design thinking and similar problem solving approaches
- You have a Graduate or equivalent degree, MBA is a plus
- You possess outstanding communication skills and have the ability to communicate credibly at all levels
- Knowledge of agile processes and principles
- Outstanding communication skill
- Strong analytical and strategic skills
- Effective teamwork and team-building skills
- Validated ability to interact and influence management
- Outstanding presentation abilities
- You are fluent in English

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.