Strategic Leader for Customer Experience Innovation
3 weeks ago
About the Role:
Careers@Gov is seeking a visionary Deputy Director to lead the development and implementation of a comprehensive customer insights programme. The ideal candidate will have a proven track record in enhancing customer satisfaction and touchpoints improvements.
Key Responsibilities:
- Develop a CX strategy implementation plan to enhance customer adoption.
- Design and execute strategies for gathering, analysing, and interpreting customer insights.
- Conduct in-depth analysis of customer feedback, behaviours, and interaction data to identify trends and areas for improvements.
- Collaborate with cross-divisional teams to implement process enhancements.
- Lead continuous improvement initiatives to optimise service delivery.
Requirements:
- Bachelor's degree in Business, Service Management, Statistics, Data Analytics, or a related field.
- Certifications in Customer Experience Management, Service Design, Agile methodologies, and data analytics are desirable.
- Minimum 8-10 years of progressive experience in customer experience, market research, service management, and data analytics.
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