Customer Experience Improvement Specialist

3 weeks ago


London, Greater London, United Kingdom Amazon UK Services Ltd. Full time

Job Summary:

We are seeking a highly skilled Customer Experience Improvement Specialist to join our Amazon UK Services Ltd. team in Europe. As a key member of our Last Mile Delivery Experience (LMDX) team, you will be responsible for managing large-scale programs that improve the customer experience and drive measurable results.

About the Role:

The ideal candidate will have project/program management experience, including proven ability to manage large and complicated projects with experience leading cross-functional projects. Results-driven individuals with strong proactiveness and business judgment who can successfully deliver quantifiable results are encouraged to apply.

Key Responsibilities:

  • Develop and implement programs that improve both customer experience and efficiency by process improvements
  • Lead complex process improvement efforts incl. scope alignment with local and international teams, data analysis, and presenting results to senior management
  • Manage ambiguity and prioritize critical projects to ensure visibility 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
  • Develop and execute weekly and monthly action plans to deliver programs as per roadmap
  • Identify and analyze data to isolate issues, develop solutions, and prioritize opportunities for CX improvements

BASIC QUALIFICATIONS:

  • Project/program management experience incl. proven ability to manage large & complicated projects with experience leading cross-functional projects
  • Results driven individual with strong proactiveness


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