Customer Experience Expert

6 months ago

Welwyn Garden City, United Kingdom Tesco Full time

About the role
As a Customer Experience Expert, you will share CX insight through analysing and using the data in our NPS programme/CX team and drive actions through the business to achieve our strategic outcome of Simple & Helpful CX.

The aim is to be the customer champion; bringing the customer to life for colleagues and to achieve Market Leading Customer Experience to move Tesco Mobile back to number 1 in the market. You will be responsible for assessing and planning against some of the key projects landing in the business, supporting with external partners to lead the CX programmes, education in the business to drive NPS understanding and key supporting metrics and evolve, shape and be a part of the CX strategy.

You will be responsible for
- Embedding NPS into the culture of Tesco Mobile with a specific focus across in life journeys (this will change in an agile way)
- Socialise NPS performance, key drivers and NPS impacts through in life journeys and other squads via team sessions and regular partner catch ups
- Embed the CX plan and drive accountability through the business via regular updates and channel performance obeyas
- Share customer stories and outcomes to drive engagement
- Leverage the Brand and CX data to focus the business on the things that make the most difference to our overall scores and help us prioritise business activities and journey improvements
- Use the data to ensure NPS is a prioritisation call, with new projects having NPS scores agreed
- Understand potential impacts of each activity to prioritise key NPS activities and gain business buy-in
- Maintain and ensure our touchpoint listening programme (TNPS) and relationship listening programme (RNPS) are running efficiently and effectively
- Ensure survey requests and response rates are maintained
- Survey request errors are kept to a minimum
- Identify areas for improvement and make recommendations for new technology
- Hold channels accountable for their scores and targets
- Be the point of contact for any changes or improvements to the programme. Including survey content and business rules from both internal and external stakeholders.
- Ensure data is analysed and reviewed on a regular basis with attention to detail on the dataset

You will need
- The ability to be the voice of the customer and challenge at all levels across the business, with the ability to craft and direct business strategy and decisions based on Insight.
- The ability to understand and translate high volumes of data and insight into a persuasive and clear narrative is important in this role
- Partner management and positive relationship building
- Ability to constructively challenge
- Insight and storytelling
- Communication and collaboration
- This role will suit someone who is highly ambitious, hardworking and determined
- Positive can-do attitude is a must
- Comfortable in a highly visible role with high level of exposure
- Adept at challenging the status quo and being the voice of the customer while balancing commercial and business needs

LI-HS1
LI-Onsite

About us
A 50-50 joint venture between Tesco and VMO2 that was established back in 2003, Tesco Mobile has gone from strength to strength as we’ve launched into new services and markets. With more than 5 million customers, we’re the largest mobile virtual network operator in the UK. We’re proud to have an inclusive culture that’s uniquely Tesco Mobile, with a strong sense of community, plus all the benefits of working for one of the shareholders.

We care for human connection and we keep our customers at the heart of everything we do, which is why we’ve embraced the Agile way of working. Agile is more than just a methodology - it’s a liberating journey that puts customers and purpose first. It empowers us to self-organise, collaborate, co-create and rapidly inspect and adapt everything we do - allowing us to respond at pace to our customers’ needs. It encourages variety of thought and enables us to thrive, both individually and collectively.

We are proud to have an inclusive culture at Tesco where everyone truly feels able to be themselves. At Tesco, we not only celebrate diversity, but recognise the value and opportunity it brings. We're committed to creating a workplace where differences are valued, and make sure that all colleagues are given the same opportunities. We’re proud to have been accredited Disability Confident Leader and we’re committed to providing a fully inclusive and accessible recruitment process. For further information on the accessibility support we can offer, please click here.

What’s in it for you
We’re all about the little helps. That’s why we give our wonderful colleagues bags of benefits. Including wellbeing services, an award-winning pension scheme and much, much more, our colleague reward package keeps on giving. And helps make every day a little better for you and your family. These include but are not limited to:

- Annual bonus scheme of up

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