POSITION SUMMARY: The HEAD OF CUSTOMER EXPERIENCE plays a critical role in designing, developing and delivering a world class customer experience. He/She must understand the customer experience at every touch point, identifying customer pain
POSITION SUMMARY:
The HEAD OF CUSTOMER EXPERIENCE plays a critical role in designing, developing and delivering a world class customer experience. He/She must understand the customer experience at every touch point, identifying customer pain points and systematically tackling drivers. The ultimate goals of the successful candidate are as follows:
- Engage the organization in managing customer relationships, revenue, and profit.
- Create a persistent focus on the customer in the actions the company takes.
- Drive the organization to work together for optimum customer experience delivery.
- Support leaders in their role as cultural leaders in the transformation journey.
As a key change agent inside the company, the HEAD OF CUSTOMER EXPERIENCE performs four Key functions:
1. Establishes metrics for defining the relationship with customers - Key Performance Indicators; simple metrics to manage the customers lifecycle with Digicel
- Voice of the Customer competency development.
- Real-time issue trending and tracking (inclusive of complaints and commendations).
- Corralling all the surveys and uniting a company-wide approach.
- Optimizing for "listening' pipe opportunities, web, social media, field, etc.
- Create a united platform for understanding and taking action.
2. Influences cross-company agreement on how to deliver greatest value to customers - Understands and Defines what customers value - how to determine the differentiating experience to be delivered.
- Assist in the determination of what customers to invest in.
- Decide where to make investment decisions, that is, the highest-impact contacts and efforts.
- Create a common language set and definitions for the customer experience.
3. In partnership with leaders, drives accountability through cross-company data and metrics - Facilitate the development of the accountability action chain, establishing the approaches and implementation of research to understand customer loyalty and return on investment (ROI).
- Work with leaders to identify baseline metrics for tracking interaction with customers.
- Drive tracking and reporting to get to reliability in key interactions.
- Lead the accountability forums - when to meet with whom to drive accountability.
- Work with leaders on messages, reinforcing, recommendations for recognition, and driving the culture change forward.
4. Clarifies a common approach and process for driving the work across the organization - Identify operational accountability cross-functional alliances.
- Facilitate working together across the silos instead of separately within them.
- Instill the discipline of process change and change management into the organization.
KEY FUNCTIONS: - Act as the chief customer champion, continuously seeking and capitalizing on opportunities to exceed the expectations of customers, responsible for representing the Voice of the Customer with the ability to analyse and draw insights from voice of the customer data and insights to create a tactical strategy or roadmap - qualitative consumer research experience a plus
- This candidate must possess strong capabilities to tell a story through the consumer lens and translate that into visual deliverables with the design and development of customer lifecycle, journey mapping and persona development
- Develop appropriate project communication plans and stakeholder communications via strong written and verbal communication skills and present status to leadership and project stakeholders defining project progress, roadblocks, recommendations and solutions while clearly articulating the rationale behind project recommendations and status
- Responsible for leading the strategic efforts while proactively identifying areas of opportunity and risk for both customer and company. Creating and implementing strategies, then championing/sponsoring the process outcomes to drive solutions to improve those processes with the end-customer in mind.
- Assess customer experiences for opportunities to improve internal business processes with a focus on operational, training and financial performance. Ability to identify tactical improvement opportunities based on consumer insights and feedback
- Responsible for the development and execution of multi-disciplined / multi-faceted project teams charged with the task of addressing customer-impacting issues that contribute to long-term benefit of the customer experience.
- Develops key performance indicators (KPIs) for the CXP and provide regular reporting to business of success
- Support the development of products and promotions by participating in user experience testing, customer journey mapping and scenario building as well as collaboratively working with key stakeholders to resolve unanticipated post launch issues and develops fit-for-purpose corrective measures.
- Designs and Develops the business's customer experience blueprint by maintaining contact with customers; visiting operational environments; conducting customer journey maps and surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
- Participates in defined and approved special projects as requested, including explorations of system or process improvements, new retention categories and joint projects.
- Performs related work: the duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to that position.
- Working safely is a continuing condition of employment. Digicel (Trinidad and Tobago) Ltd. is committed to establishing and maintaining a safe and healthy working environment and considers safety to be an integral aspect of every job function. As a condition of your employment, you will be required to observe and fully comply with all HSE rules / policies / procedures and applicable legislative provisions as well as wear the appropriate Personal Protective Equipment (PPE) where and when applicable.
POSITION PROFILE: NOTES:All candidates are to be assessed against the following requirements as well as successfully complete a fit-for-purpose external Psychometric Evaluation (where applicable), with acceptable score levels of 75% and upwards or as determined by HR, in consultation with the relevant Department Head.
MINIMUM QUALIFICATIONS AND EXPERIENCE:- Master's degree in a related field of study
- At least 7 years work experience
- Previous experience managing team or cross-functional projects / teams
- Previous experience working within or supporting retail channel preferred
- Possess strong communication and presentation skills.
- Ability to coordinate a wide variety of projects and competing deliverables.
- Ability to work effectively within all levels of the organization
- Manages confidentiality without exception; demonstrates consistently sound judgment.
- Experience in the mobile telecommunications sector or FMCG Industry would be considered a valuable asset.
- An acceptable combination of academic qualifications and work experience may be considered in lieu of minimum requirements.
LANGUAGE SKILLS AND REASONANING ABILITY:- Ability to prioritize, manage multiple projects, negotiate and create new ideas.
- Excellent organizational, project management and problem-solving skills.
- Knowledge of a second language (Spanish, French, etc) would be considered a valuable asset.
DIGICEL'S CORE VALUES:- Excellence in Service
- Problem Solving
- Business Focus
- Leadership
- Integrity
- Commitment
- Cost Management
- Performance Management
- People Development
OTHER REQUIRED SKILLS AND COMPETENCIES:Key: C: Critical I: Important D: Desired C Attentive to detail
C Self-motivated and result-oriented approach to work
C Strong organizational skills
C Ability to multi-task and deliver against competing priorities
C Ability to build strong relationships and work as part of inter-disciplinary teams
C Ability to strive in a fast-paced and demanding service environment
C Able to operate autonomously and demonstrate initiative in problem solving, decision making and proactive approach to job.
C Confidentiality and trustworthiness.
C Initiative and resourcefulness in the conduct of duties.
C Strong communication (oral and written) and interpersonal skills.
C Ability to relate to a diverse working environment.
C Excellent verbal and written communication skills; advanced presentation skills.
C Excellent time-management skills and organizational agility, including the ability to effectively balance multiple ongoing projects, tasks and priorities; ability to work in a fast-paced and changing environment.
C Expertise with business processes and workflow; strong analytical and logic skills.
C Jumps to challenges not "in my area"
Knowledge Preferred:
Thorough knowledge of the mass communication, relationship management, sales and customer service/call center functions in large financial services corporations, as well as an understanding of leading practices/trends in other industry sectors.
Skills Preferred:
Considerable experience identifying and addressing client needs: building, maintaining, and utilizing networks of client relationships and community involvement; communicating value propositions; managing resource requirements, project workflow, budgets, billing and collections; and preparing and/or coordinating complex written and verbal materials.
Considerable experience as a team leader: supervising teams to create an atmosphere of trust; seeking diverse views to encourage improvement and innovation; and coaching staff including providing timely meaningful written and verbal feedback. Possesses in-depth understanding of consumer insights and manages formal consumer research processes across entire company in order to present recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving customer problems; completing audits; identifying customer service trends; determining system improvements and implementing change.
Ability to work effectively as a member of a cross-functional team and to confidently engage and communicate with employees and stakeholders at all levels.
BUSINESS SKILLSC Computer Literate in a Microsoft Suite (Word, Excel, Power Point, Outlook, etc)
C Report / business Writing Skills
I Supervisory Skills