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Customer Experience Manager, Last Mile Delivery Experience, LMPEX
1 month ago
About the Role
We are seeking a highly skilled Customer Experience Manager to join our Amazon UK Services Ltd. team. As a key member of our Last Mile Delivery Experience (LMDX) team, you will be responsible for developing and implementing programs that improve both customer experience and efficiency by process improvements.
Key Responsibilities
- Develop a thorough understanding of customer needs related to our deliveries and create metrics that drive change and enable AMZL to provide an exceptional delivery experience.
- Lead complex process improvement efforts, including scope alignment with local and international teams, data analysis, and presenting results to senior management.
- Manage ambiguity by understanding complex business problems and managing several competing priorities, ensuring critical projects remain visible to senior leadership and stakeholders.
- Build trustworthy relationships with multi-disciplinary stakeholders around the globe to understand and evaluate business priorities, define shared opportunities and requirements, and establish information sharing mechanisms.
- Drive best practices with a focus on outcomes for our customers, identifying and owning EU initiatives that will continue to optimize our highly customer-focused operational teams.
Requirements
- Project/program management experience, including proven ability to manage large and complicated projects with experience leading cross-functional projects.
- Results-driven individual with strong proactiveness, business judgment, and a track record of successfully delivering quantifiable results.
- Experience developing operational processes and technologies to drive customer experience improvement.
- A passion for insisting on high standards and a customer-centric mindset.
- Strong communicator with experience in facilitation across all levels, skilled at addressing both large and small audiences across multiple leadership levels and functions.
About Us
Amazon UK Services Ltd. is a leading provider of logistics and delivery services. We are committed to providing exceptional customer experiences and are seeking a talented individual to join our team.
