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Customer Experience Leader
3 weeks ago
We are seeking an exceptional Customer Experience Leader to drive business growth through customer-centric initiatives and process improvements.
Job DescriptionThe ideal candidate will possess a strong background in customer experience management, data analytics, and service design. This role involves leading cross-functional teams to develop and implement customer experience strategies that drive satisfaction and impact. Key responsibilities include:
- Designing and implementing robust strategies for gathering, analysing, and interpreting customer insights from diverse channels.
- Conducting in-depth analysis of customer feedback, behavioural patterns, and interaction data to identify trends, root causes, and opportunities for experience enhancement.
- Presenting findings and insight-driven recommendations to internal stakeholders to support evidence-based decision-making and formulate action plans for improvements.
Additionally, the successful candidate will be responsible for:
- Leading and driving service design initiatives using Human-Centred Design methods.
- Collaborating with cross-divisional/functional teams to implement process enhancements and lead continuous improvement initiatives to optimise service delivery.
To be considered for this role, you must have:
- A Bachelor's degree in Business, Service Management, Statistics, Data Analytics, or a related field.
- A minimum of 10-12 years of progressive experience in customer experience, market research, service management, and data analytics.
- Proven track record in leading and managing teams.
- Experience in developing and implementing customer experience strategies.
- Strong analytical and problem-solving skills with proficiency in data analysis, statistical software, and key driver analysis.
This is an exciting opportunity to join our organisation and contribute to driving customer satisfaction and business growth. As a valued member of our team, you can look forward to:
- A competitive remuneration package consisting of basic salary and variable/performance bonuses.
If you are a motivated and results-driven individual with a passion for customer experience, please submit your application by clicking on the link below.
