Regional Customer Marketing Director

**In this position you will **
- Lead the strategy development of a customer experience that is connecting people with more ways to protect the things they love. Our CX mission is to provide Fast, Easy, and Flexible customer experiences powered by technology. By making it easier for people to protect the things they love, we want to change the way customers feel about insurance.
- Lead the customer experience team across our three regions and work collaboratively across the organization to support development of data driven and technology enabled customer strategies which can lead to increased customer acquisition, retention and customer lifetime value through up-sell and cross sell.
- Lead our customer experience centre of excellence, providing expertise, best practice procedures and toolkits for how to deliver a best-in-class customer experience across markets
- Lead teams to perform customer experience initiatives across the company such as; NPS and customer feedback, customer research, customer personas, customer journey design and customer journey enhancement roadmap.
- Lead a customer-first cultural at bolttech, focused on aligning the business to create and shape an outside-in perspective on services and offerings.

**You will be responsible for **

Customer Experience Strategy
- In line with bolttech’s company vision, latest trends and technology innovations, develop and continuously evolve bolttech’s Customer Experience Strategy
- Build out a prioritized roadmap with quarterly and annual missions for how to implement the Customer Experience Strategy
- Liaise with and obtain buy-in from leaders across the organization on how to realize the Customer Experience Strategy

Customer Journey Design
- Oversee the customer experience across business lines, channels, platforms, and partnerships.
- Lead and conduct customer journey mapping review to identify actionable recommendations on how to improve and work closely with various internal teams and external partners to deliver requirements and target state design
- Lead and facilitate cross-functional project teams and workshops for human centric design approach of customer journeys
- Lead and inspire cross-functional teams for how bolttech can take a data driven and technology enabled approach to enhanced customer experiences

Customer Experience Measurement
- Lead and oversee implementation of Customer Experience Measurement and Customer Feedback tools (e.g., Qualtrics, Meltwater etc.) across key customer touchpoints in all three regions.
- Lead and oversee analysis of customer feedback leveraging implemented company-controlled or non-company-controlled tools.
- Oversee customer experience performance and lead teams to identify actionable insights together with cross-functional teams for how to improve the NPS and customer feedback scores.
- Oversee priority of customer journey enhancements to ensure clear link to and fulfillment of business value

Customer Research
- Together with leaders across the organization, identify needs for customer research deeper insights
- Lead and oversee customer research initiatives (e.g., customer surveys, desktop research, qualitative research) for deeper understanding of customer behaviors, preferences, needs and desirability of enhancements and solutions.
- Lead teams to identify opportunities based on research and initiate steps that will enhance the customer experience and generate business value

Customer Complaints
- Oversee governance and sufficient reporting of customer complaints across the organization
- Lead teams to support review of customer complaints summaries from business stakeholders on quarterly basis
- Lead teams to understand key trends in customer complaints and work with business stakeholders on enhancements and how to prevent identified complaints.

Team Leadership
- Lead and manage a medium sized team of direct and indirect reporting resources in the Group Customer Experience team across all regions
- Coach and support personal development of direct reporting resources in the Group Customer Experience team

**For you to be successful **

**Customer focus**:

- Champions a customer-centric environment and helps teams to see the world from their customers’ points of view and empathise with their needs
- In touch with customer needs and trends and uses these to shape our strategy and approach in order to constantly improve customer experience
- Role models the benefits of generating and using a range of customer data to makes strategic decisions based on analysis
- Fosters an environment where team is focused on providing adaptable, scalable solutions and services that can be integrated and tailored to specific customer needs

**Impactful**:

- Sets and communicates clear organization-wide strategic priorities, objectives and associated targets
- Holds self and others accountable for achieving and exceeding challenging targets and delivering quality results
- Proactively understands and removes