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Director Customer Experience Implementation
4 months ago
ABOUT US
We’re building Tomorrow’s Connections Today, bringing people together through the power of our technology.
Liberty Global is a world leader in converged broadband, video and mobile communications and an active investor in cutting-edge infrastructure, content and technology ventures.
With our investments in fibre-based and 5G networks we play a vital role in society, currently providing over 85 million fixed and mobile connections and rolling out the next generation of products and services, while readying our networks for 10 Gbps and beyond.
We’re creating national champions, combining the best broadband and mobile networks under brands such as Virgin Media-02 in the UK, VodafoneZiggo in The Netherlands, Telenet in Belgium, Sunrise in Switzerland, Virgin Media in Ireland and UPC in Slovakia.
Liberty Global Ventures, our global investment arm, has a portfolio of more than 75 companies and funds across content, technology and infrastructure, including strategic stakes in ITV, Univision, Plume, Lionsgate and the Formula E racing series.
Our scale enables us to transfer knowledge and expertise across our operations and investments, creating a dynamic family of brands united in the pursuit of innovation and excellence.
And we’re prioritising diversity, equity and inclusion in our workplace and communities, while reducing our impact on the environment. We are using technology as a force for good; for our people, our partners and the planet.
JOB PURPOSE
As a business that’s totally in love with innovative thinking and digital goodness, it’s no surprise that our Customer Experience teams have crucial roles to play. They underpin so much of what we do. That means everything from design and architecture, through to innovation, improving, trialling and priority setting for delivery of our product platforms. From the biggest projects to crucial daily maintenance, all kinds of people have a role to play. The Director Customer Experience Implementation is part of the Customer Experience Department, responsible and accountable for defining customer experience and product platform roadmaps with focus on scale deployments, rich and easy experience as well as quality to support the success of our operating companies. As the Director of Customer Experience Implementation, you will play a pivotal role in translating our customer and product experience strategies into tangible, high-impact initiatives. You will lead a team dedicated to implementing and optimizing customer-focused programs, ensuring seamless integration with and enhancement of our products and services. If you have a consistent track record of successful implementation and a passion for driving exceptional customer and product experiences, we invite you to be a key player in our team.
This is Global role with multi country responsibility (3 PE and UK), driving implementation with our central platforms scaling across the four operating companies.
KEY ACCOUNTABILITIES
Planning and Driving Execution:
Develop and implement a short- and mid-term implementation plan for customer and product experience initiatives, aligning with organizational goals.
Drive the successful implementation of initiatives that improve customer happiness and product success in a cross-functional and cross-country environment and close alignment with the Roadmap and Delivery Teams
Cross-Functional Collaboration:
Collaborate with cross-functional teams, including product management and roadmap, technology, delivery, and quality, but as well in-country marketing, and customer support, to ensure cohesive and coordinated customer and product experiences.
Champion a customer-centric culture throughout the organization.
Program Management:
Lead a team of implementation managers and specialists in driving customer and product experience programs.
Establish clear project plans, achievements, and success metrics to supervise and measure the impact of implementation efforts.
Customer Journey Mapping:
Work closely with customer insights and design team to map customer journeys and identify key touchpoints for enhancement.
Implement strategies to improve the end-to-end customer experience and increase product adoption.
Feedback Loops and Continuous Improvement:
Apply data and feedback to iterate on programs, ensuring continuous improvement in customer and product experiences.
Technology Integration:
Collaborate with quality and technology teams to build an integrated understanding of underlying processes and infrastructure issues with customer experience issues and support the implementation of customer and product experience initiatives across the board.
Leverage technology solutions to streamline processes and improve the overall customer and product experience.
KNOWLEDGE & EXPERIENCE
ESSENTIAL SKILLS & ABILITIES:
Fluency in English both written and spoken and preferable 1 other European language Ability to translate vision into actionable plans Familiarity with customer experience technologies and tools Knowledge of agile development methodologies an toolsDESIRABLE SKILLS & ABILITIES:
Proven record in optimally simplifying and enhancing product experiences for customers, while operating in a sophisticated and multi-national organizational environment. Strong analytical and problem-solving skills, with the ability to use data to inform decision-making. Exceptional communication and interpersonal skills, with the ability to influence and inspire cross-functional teams and to form strong business relationships across multiple locations. Effective influencing and negotiation skills in an environment where resources required for success may not be in direct control of this role As a leader, ability to inspire and motivate people and form a result-driven, assertive and persistent team. Strategic perception and insight must be complemented by the problem-solving skills necessary to drive tactical implementatiov Adaptable with the ability to successfully deal with and sort through ambiguity. Implements on the Liberty Tech objectives as reflected in the company’s strategic objectives and the pillars of one promise, one plan, one company Works across our matrix/footprint to achieve the best outcome for the business, our customers, employees and shareholders
PREFERRED EDUCATION/ QUALIFICATIONS:
Bachelor's or Master's degree in Business, SW Engineering, or a related field Shown experience in a leadership role focused on customer and product experience implementation, in or close to international Telco or Cable provider Strong project management skills with a track record of successful program execution* Liberty Global is an equal opportunity employer. We embrace diversity and are committed to creating an inclusive environment for our people. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process. We’re 100% committed to having a workforce that represents every part of our society. So we’re keen to hear from candidates of all background and circumstances.
Benefits:
Competitive salary + Eligibility for our Bonus Plan 25 days annual leave with the option to purchase 5 more 3 Days of Volunteering Time Off Free access to LinkedIn Learning & Coursera to continue to develop and grow your career with us Free premium subscription to Calm – a renowned well-being & meditation app (NL only) Company Laptop, Mobile and Phone Subscription Company Pension Contributions Access to our car benefit scheme (UK only) Access to personal medical and dental insurance (UK) / Subsidies on Health Insurance (NL). Access to discounts on superfast fibre broadband subscriptions.