Customer Insights Director
4 weeks ago
Careers@Gov seeks a seasoned professional to lead our customer insights and service process improvement initiatives. As a key member of our team, you will develop and implement a comprehensive customer experience strategy that drives business outcomes and enhances our customers' interactions with our organisation.
Key Responsibilities- Develop a CX Strategy: Create a clear and actionable plan to achieve our customer experience goals, aligned with our organisation's vision and objectives.
- Gather and Analyse Customer Insights: Design and implement surveys, feedback mechanisms, and customer interactions to gather valuable insights that inform our service improvements.
- Conduct Analysis and Identify Trends: Utilise data analytics tools to analyse customer feedback, behaviours, and interaction data to identify trends, patterns, and areas for improvement.
- Lead Cross-Functional Teams: Collaborate with cross-functional teams to implement process enhancements, leveraging your expertise in service design, data analytics, and change management.
- Present Findings and Recommendations: Effectively communicate complex ideas to stakeholders, presenting actionable insights and recommendations to drive business impact.
- Education: Bachelor's degree in Business, Service Management, Service Design, Statistics, Data Analytics, or a related field.
- Experience: Minimum 8-10 years of progressive experience in customer experience, market research, service management, and data analytics.
- Certifications: Certifications in Customer Experience Management (CXM), Service Design, Agile methodologies, BPR, Six Sigma, Lean methodologies, and data analytics are desirable.
- Strategic Thinker: Ability to develop and execute a long-term vision for customer experience.
- Strong Leadership Skills: Proven ability to lead and inspire teams.
- Excellent Communication Skills: Effective in communicating complex ideas to both technical and non-technical audiences.
- Analytical Mindset: Strong data analysis and problem-solving skills.
- Customer-Centric: Passionate about delivering exceptional customer experiences.
- Results-Oriented: Focus on achieving measurable outcomes and driving business impact.
- Change Management: Ability to lead organisational change and overcome resistance.
- Collaboration: Strong interpersonal skills and ability to build relationships across departments.
- Influencing Skills: Ability to persuade and influence stakeholders at all levels.
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