Enterprise Customer Experience Strategist

4 weeks ago


London, Greater London, United Kingdom Fortive Corporation Full time

Company Overview


Fortive Corporation is a global leader in design, innovation, and manufacturing.



Job Description


We are seeking an experienced Enterprise Customer Experience Strategist to join our team. As a key member of our organization, you will play a crucial role in designing, implementing, and optimizing omnichannel support solutions that enhance a personalized customer experience across multiple touchpoints.


This role involves collaborating with product support teams, IT, and other stakeholders to ensure the seamless integration of systems, improve support workflows, and enable data-driven decision-making. You will focus on delivering a scalable, efficient, and high-value customer support experience by leveraging cutting-edge technologies.



Required Skills and Qualifications



  • Omnichannel strategy: Lead the design and execution of an omnichannel strategy that enhances customer support experience across various platforms and touchpoints.
  • System integration: Ensure seamless integration between CRM, contact center, and other platforms to drive automation and efficiency in support workflows.
  • Platform optimization: Analyze and optimize existing omnichannel platforms to improve user experience, response times, and overall support performance.
  • Collaboration: Work closely with product support teams, IT, product managers, and external vendors to align platform capabilities with business goals and customer needs.
  • Process improvement: Identify opportunities for automation, AI, self-service capabilities, and process enhancements to reduce ticket volumes and improve resolution times.
  • Training & enablement: Develop training materials and facilitate workshops to ensure product support teams are effectively using omnichannel tools.
  • Vendor management: Manage relationships with technology vendors and service providers to ensure platform stability, updates, and service-level agreements are met.
  • Customer experience focus: Continuously assess the customer journey and feedback to refine and improve the overall support experience across all channels.
  • Experience: 3+ years in customer experience role, with at least 2 years focused on omnichannel platforms within B2B SaaS industry.
  • Technical skills: Deep knowledge of omnichannel support platforms like Salesforce Service Cloud, or similar CRM systems, contact center.
  • Collaboration: Proven track record of working collaboratively in a matrixed environment, building relationships, and driving results across departments.
  • Analytical mindset: Proficiency in data analysis, with the ability to generate insights and reports that drive platform optimizations and process improvements.
  • Experience with AI-driven customer service tools or chatbots.
  • Familiarity with service-level agreements (SLAs) and key performance indicators (KPIs) related to customer support operations.
  • Familiarity with Agile methodologies. Product owner, Senior implementation consultant.


Estimated Salary: $120,000 - $180,000 per annum, depending on experience.



Benefits


We offer a comprehensive benefits package, including health insurance, retirement plan, and paid time off.



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