Customer Experience Transformation

Job description / Role

Our globally recognised Client is heavily investing in building their Customer Experience capabilities. This transformation journey is an exciting challenge and requires experienced Customer Experience (CX) professionals for the different operating companies within the Group and their corresponding business units.

This Customer Experience Transformation is a major innovation for the company who wish to realise its vision of being one of the best CX orientated companies. They are heavily investing and want the best talent from all over the globe in order to achieve this.

The priority is to identify Senior Management professionals skilled in all areas of CX including design and improvement.

Requirements

Key responsibilities are not limited to the following:

• Oversee the overall customer journey design & improvement efforts
• Provide guidance and advice on journey redesign as well as on how to set up journey redesign teams with internal and external design resources
• Audit design landscape to monitor best in class design firms
• Manage external CX design partnerships (e.g. with freelancers, contractors, agencies including agreeing scope of work, SLAs and on-boarding)
• Allocate internal and external design resources to projects
• Initiate and lead qualitative and quantitative customer research for touchpoints to generate actions for continuous improvement
• Provide and update journey redesign toolkit (including design thinking techniques)
• Collect and create knowledge on new CX trends, best practices, technologies, capabilities and methods
• Track Group-wide CX performance objectives
• Oversee operational delivery of redesigned experience
• Define and review CX measurement methodologies (e.g. NPS)
• Monitor and report on Group-wide NPS
• Define Group-wide CX reporting standards

Strong preference for candidates who have worked for multinational brands and been at the forefront of the transformation process.

About the Company

The Recruitment Tree is an independently owned search and selection consultancy based in the North East with offices in the Middle East.

We are experts in our specialist sectors and have access to the highest calibre candidates due to our strong long term relationships and unrivaled market knowledge. Our friendly and supportive consultants work tirelessly to meet your needs by building meaningful, long-term relationships who understand your business requirements.

If you are looking for a job, our knowledgeable consultants are up to date and well informed about the current job market and how best to find you a job you are most suited to. We will dedicate time in understanding your needs, getting to know you, and finding you the right job.

At The Recruitment Tree we strive to enable our candidates to walk away having found their perfect role, and our clients to walk away having added value to their business with their most important asset, their people.