Service Experience Strategist
7 days ago
About the Role
We are seeking a skilled Service Experience Strategist to join our Customer Experience Office. In this role, you will play a vital part in shaping our customer experience strategy and elevating customer experience in our products, services, and infrastructure.
You will work closely with senior leaders and teams to design, implement, and elevate customer experience. Your primary responsibilities will include:
- Developing roadmaps and implementing CX initiatives that enhance customer experience delivery design in business units.
- Identifying synergies in customer journeys across divisions and opportunities for integration and facilitating cross-functional collaboration to create seamless service experiences.
- Designing and conducting design thinking/customer experience-related training programs.
- Inspiring and engaging a network of Customer Experience Advocates (CXAs) comprising management-level staff to mainstream customer-centricity in the organization and promote peer learning and collaboration.
- Promoting CX branding to promote the value of CX within the organization and shape positive customer perceptions.
What We're Looking For
We are looking for individuals with a strong background in sociology, psychology, design, or a relevant field of study. You must demonstrate a customer-centric outlook with at least 3 years' experience in projects or consultancy work in/with the public service, preferably in the area of customer experience and service design. Experience in consulting for customer-facing and/or design critiques for digital projects will be an advantage. Additionally, you should possess:
- Detailed-oriented skills with strong analytical and critical thinking abilities.
- The ability to navigate ambiguity and diverse opinions as a team player.
- Strong communication (written and verbal) and interpersonal skills to engage both internal and external stakeholders.
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