Customer Experience Transformation Specialist

1 week ago


Salford, Salford, United Kingdom TalkTalk Full time

About the Role

The Customer Experience Transformation Specialist will form part of the Service Assurance Team, responsible for the customer onboarding and repair journeys. This role will play a critical part in driving strategic change and improving current processes across service assurance.

Key Responsibilities

  • Develop a deep understanding of TalkTalk consumer provision/repair processes and system workflows through analysis, root cause, and process modeling.
  • Document E2E repair and provisioning journeys across all engagement channels (Online, agent, IVR).
  • Identify root causes to drive strategic change, improving current processes across service assurance.
  • Identify improvement opportunities feeding scrum backlogs with opportunities for change driving the relevant KPIs.
  • Identify long-term improvements that fundamentally change the customer experience when interacting with TalkTalk through their channel of choice.
  • Work closely and collaboratively with operational stakeholders and product management teams to deliver improvements/new journeys for new products.
  • Work closely with our analytics teams to define tracking and reporting requirements to manage the performance of our service assurance journeys.
  • People management responsibilities (immediately or in the future).

About Us

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customers we serve.



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