French Speaking Customer Experience Lead

Bonjour

We have an exciting new role for a french speaking Customer Experience (CX) lead who will be responsible for:
(1) working as a key member of the ComfortDelGro Transit Business Development team on rail tenders as leader of the CX workstream; and/or

(2) when deployed to a rail operation - leading the Customer Experience function in the rail operation, including management of the Customer service team and the development an evolution of the CX offering

**Key Responsibilities**

The Customer Experience Lead is required to undertake the following:

- In a bid phase - to lead the CX Workstream, including:

- understanding the existing arrangements for customer service (if applicable), identifying opportunities for improvement through analysing customer feedback and other means
- developing the concept of customer experience for the business and related plans
- managing the preparation of the Customer Experience related returnables
**- **providing input to the other Workstreams from a customer experience perspective, including the Transition and Operations Workstreams
- overseeing the rostering and scheduling plans for Customer Experience staff
- determining the cost of the Customer experience function in the new business
- liaising with the other Workstream Leads, the Bid Leader and project partners
- potentially being nominated for a senior role in the new business
- in an operations phase - to lead and manage the Customer Experience team for the new business, including:

- delivering a successful transition of the existing rail business to ComfortDelGro’s ownership and new contractual arrangements including proper integration of the functional parts making up the business
**- **driving the Customer Experience Improvement Strategy, including associated Plans, Customer

Principles, and Customer Standards of Care, with innovative initiatives around areas such as, but

not limited to, revenue protection, customer information during disruption, frontline staff

customer service values and behaviours and event management
- improving the customer experience and enhancing customer satisfaction and influence improved service delivery
- overseeing the development, implementation, and maintenance of customer engagement

programs
- implementing a communication framework for key stakeholders, both internal and external
- monitoring and analysing patronage, customer satisfaction, Voice of the Customer programme and

other available data to develop appropriate internal and external strategies for enhanced

customer service
- analysing market and customer research, report on findings and lead the development of informed strategic recommendations in relation to the outcomes of such research
- ensuring that customer satisfaction and complaints management targets are being achieved through

the contract period, analyse results, and develop and implement strategies in support of the

attainment of targets
- preparing and managing the annual customer experience budget achieving set objectives and goals
- ensuring compliance with all customer experience related obligations of the rail franchisor O&M contract contributing to a high standard of customer service for internal and external clients and quality management and risk
**- **ensuring that the new business achieves high levels of customer satisfaction
**- **Implementing any change management initiatives described in the tender bid or determined by the shareholders of the new business

**Key Requirements**
- Relevant tertiary qualifications in marketing, business management, communications, or an equivalent discipline
- Extensive experience (5 years+) in a similar role, including line management of staff, in complex private sector organisation preferably in the transport or customer service industries
- Experience in the end-to-end development and implementation of customer experience and communications processes, systems and programs
- Strong understanding of the fundamental drivers of customer satisfaction and ability to develop and innovative solution for tender bids and existing operations
- Highly developed leadership skills including interpersonal and communication skills that demonstrate commitment to customers and delivering clear, concise and accurate advice to people at all levels in a professional manner
- High level experience in leading, motivating and influencing staff, driving and evaluating work objectives for improved service performance across strategically aligned functions.
- Must be open to future mobility (overseas posting including for experience in Singapore, Auckland and other locations where CDGT may establish a rail business)
- Proficient in spoken and written English and French
- Ability to negotiate and resolve conflict with customers and staff; and effectively deal with conflict situations and a range of complex and stressful circumstances.
- Works collaboratively with team members to deliver work and contribute to the evaluation of ser