Customer Experience Transformation Specialist
1 week ago
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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