Customer Experience Specialist
3 weeks ago
The energy of our people, the pace at which we operate, and the thrill of making bold moves is exhilarating and addictive. We encourage our employees to face their weaknesses, to really open themselves up to new tasks and projects in a supercharged and rich learning environment.
Key Responsibilities:- Support the customer experience strategy for the Consumer and B2B organisation
- Work closely with all departments across the organisation to align on mapping targets and KPI's to measure success
- Map the end to end 'As is' journey & workshop the 'To be' state, creating detailed maps of customer journeys to illustrate the customer's experience across various channels and touchpoints
- Analyse quantitative and qualitative data from customer interactions, survey feedback & market research to identify trends and insights prior to the mapping exercise
- Stay updated on industry trends and best practices in customer experience and journey mapping, and continuously improve mapping methodologies
- Engage with assigned journey owners/cx ambassadors to review customer experience metrics and to understand any business changes/projects on a quarterly basis, ensuring the data is understood and used in important planning
- Strong analytical skills with the ability to interpret complex data and translate it into actionable insights
- Experience in industries with a strong focus on customer experience, such as Telco, retail, hospitality, or technology
- Education: Bachelor's degree in Marketing, Business, Behavioral Science or a related field
- Experience: Proven experience in customer journey mapping, customer experience, design thinking, user experience design or process improvement
- Flexible working with our new Hybrid model, our employees will enjoy more flexibility working from home and our office locations (3 days per week office based)
- Competitive salary, annual performance bonus & pension contribution
- 25 days holidays plus 2. Annual Leave buy or sell (buy or sell up to 5 days AL each year)
- Healthcare Insurance through our flexible benefits programme
- Life assurance, phone & laptop, subsidized canteen
- Free on-site parking
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