Customer Experience Transformation Manager

3 weeks ago


Coalville, Leicestershire, United Kingdom Amazon UK Services Ltd. Full time
About the Role

We are seeking a highly motivated and customer-obsessed Customer Experience Transformation Manager to join our Amazon Freight team in Europe. This role will be responsible for designing and implementing customer-focused transformational projects aimed at driving Shipper excellence processes and enhancing Shipper/Amazon Freight expansion while delivering a best-in-class service to our customers.

The ideal candidate will have a strong analytical mindset, excellent communication skills, and the ability to think creatively and strategically. They will work closely with cross-functional teams to identify and prioritize opportunities for improvement and develop solutions to drive business growth and customer satisfaction.

Key Responsibilities:

  • Design and pilot special processes for Customer Success Shippers and effectively drive change management and continuous improvement across this business unit.
  • Proactively drive transformation across the Customer Success team and the wider business, promoting change and adoption to maximize the performance of teams and deliver on agreed Revenue Targets, KPIs, and Client SLAs.
  • Partner with business development, product, and wider operations teams to ensure alignment on key objectives for efficient and on-time program implementation.
  • Implement the required governance mechanism via KPIs and metrics, along with ad-hoc reporting and analytical deep-dives.
  • Design and create specific mechanisms to measure Customer Experience.
  • Identify, design, and implement product and service enhancements to continuously improve the customer offering.
  • Review business processes, systems, team skills, and partner with relevant stakeholders to identify, develop, and deliver best-practice initiatives.
  • Apply agile methods and program management skills together in the design, development, and delivery of Customer transformation programs.

About Amazon Freight Europe

Amazon Freight Europe is a transportation service provider for external shippers that uses the logistics network we built for Amazon to deliver freight safely, on time, and at competitive costs. We offer shippers access to the same network of carriers, technology infrastructure, and tools that Amazon uses to move thousands of loads daily. Businesses of all sizes have access to the costs and levels of service of one of the largest shippers in the world. Amazon Freight spins Amazon's broader flywheel by helping minimize empty miles by bringing in freight that flows complementary to our existing network.

Requirements:

  • Knowledge of Excel (Pivot Tables, VLOOKUPS) at an advanced level and SQL.
  • Experience in program or project management.
  • Experience working cross-functionally with tech and non-tech teams.
  • Experience in defining and implementing process improvement initiatives using data and metrics.
  • Experience in supply chain.
  • Experience defining program requirements and using data and metrics to determine improvements.
  • Bachelor's degree.

Preferred Qualifications:

  • Experience in driving end-to-end delivery and communicating results to senior leadership.
  • Experience leading process improvements.
  • Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization.
  • Experience building processes, project management, and schedules.


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