Customer Service Specialist

4 weeks ago

Isle of Man, United Kingdom Derivco Full time

Employment Type: Permanent

We are trailblazers. We are innovative. We have technology running in our veins. Do we tick your boxes? Do you want to play a part in taking gaming technology to the next level? If yes, we’re looking for you

This is your opportunity to be part of the leading software house in the online gaming world. In our space, passionate, innovative and incredibly awesome teams create the best technology in the field, and each day is a chance to level up.

We are on the look-out for a Customer Experience Specialist to join our Markets Integrations & Gaming Services Team. The role holder will be responsible for enhancing the B2B (business to business) customer experience in all interactions with Derivco through the design, implementation and measurement of improvements across the customer journey, within a specified business area.

Key accountabilities:
Customer Experience Improvement:

- Mapping the entire customer journey end to end with engagement, risk and known issue points.
- Analysing risks and issues and identifying root causes impacting the customer experience.
- Working with internal and external stakeholders to understand customer strategies and initiatives and their impact on customer experience.
- Work with internal and external stakeholders to identify and design CX improvement solutions.
- Planning and leading the development, testing, implementation and monitoring of solutions that improve the customer experience.
- Establishing dashboards and feedback loops to enable data-driven CX insights.
- Reporting on the benefits realised from implemented CX solutions.
- Analysing industry developments and trends to inform customer experience benchmarks and solutions.
- Working with internal stakeholders to understand Derivco's product and service strategies and initiatives and their impact on the customer experience.
- Providing specialist CX guidance to internal stakeholders on all matters relating to the customer experience.

Customer Experience Knowledge, practices and continuous improvement:

- Developing and executing a CX delivery plan that supports the execution of the CX service strategy.
- Adjustment and implementation of the organisation's CX practices (processes, standards, tools and technology) within a business area to deliver CX services.
- Continuously reviewing Derivco's CX practices in light of industry developments and analytics and recommending improvements.

Stakeholder management:

- Keeping internal and external stakeholders informed about CX initiatives, progress and actions required.
- Engaging with external service providers to manage delivery on CX initiatives.
- Continuously aligning with internal and external stakeholders on the effectiveness of CX services and adjusting accordingly

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