Our client is looking for a Customer Experience Manager to join their team. Reporting to the HoD your responsibilities will include:
Strategic Leadership in Customer Experience:
Assist in executing the company's strategy for enhancing customer experience.
Identify opportunities to continually improve the customer experience.
Influence strategic decision-making by providing insights from customers, representing the customer's perspective in internal forums and strategic committees.
Designing Customer Experiences:
Take the lead in planning and coordinating customer experience design efforts, starting from the initial discovery phase to suggesting potential solutions and overseeing their implementation once approved by relevant stakeholders.
Establish and manage a collection of process journey maps that adhere to industry best practices, clearly highlighting the enhancements made to the customer experience.
Collaborate with internal teams to integrate customer experience improvements into the company's everyday operations and encourage innovative approaches to customer experience.
Prioritize, design, and supervise the implementation of service improvements aligned with the company's strategic goals.
Model the customer experience based on industry best practices and innovative trends.
Promote the adoption of the Customer Champion framework by facilitating change management processes, establishing standards for customer communication, and running the internal Customer Champion program.
Develop and oversee the Customer Delight Program.
Foster a culture of innovation with a focus on creating added value for customers.
Skill-sets and Requirements
Certification in CXM, CX Design or Design Thinking.
Intermediate knowledge of statistical modelling and/or research methods.
CX Design & process journey mapping and Project Management.
Customer Experience Management is essential.
Good listening, communication, leadership and people management skills.
Customer centric mindset and must be emotionally intelligent.
Education & Experience
Minimum of a Bachelor’s Degree (MQF level 6 equivalent) in Marketing, Business Management and/or Finance or related subject.
A minimum of 3 years’ experience in senior-level Customer Experience or service management role.
Solid experience in co-ordinating change projects.
Industry experience in driving insights into successful improvement implementations.