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Customer Experience Architect
2 months ago
About the Role
Orbit Group is seeking a highly skilled and experienced Customer Experience Architect to join our Customer Directorate. As the architect of our customer experience strategy, you will oversee its implementation and delivery across the business.
Key Responsibilities
- Develop and execute a comprehensive customer experience strategy that aligns with Orbit Group's 2030 strategy.
- Ensure the strategy is grounded in a deep understanding of our customers' needs and expectations.
- Lead initiatives to enhance customer engagement, ensuring we listen to and act on customer feedback.
- Anticipate changing customer needs and deliver services tailored to their evolving preferences.
- Inspire colleagues to think customer in all that they do, ensuring Orbit's customer commitments are embedded throughout all service delivery.
- Own and optimise the customer journeys, ensuring seamless and positive interactions at every touchpoint.
- Drive ongoing improvements based on customer insights and feedback, enhancing the overall experience.
- Ensure the delivery of services meets and furthermore exceeds the consumer standards.
- Be a leading voice in customer experience, staying abreast of industry trends, regulatory and Ombudsman expectations and best practices.
- Work closely with other departments (e.g. brand, IT, property, compliance) to ensure a unified customer experience.
Requirements
- Extensive experience in customer experience, customer engagement, or related fields with a stellar track record of success.
- Visionary leadership skills with a history of developing and implementing successful customer experience strategies.
- Skilled in gathering and leveraging customer feedback to drive continuous improvements.
- Experience in implementing and optimising customer journeys.
- Proficiency in using data and insights to drive personalisation and improve customer interactions.
