customer experience owner.

¡Esta propuesta te puede interesar!

En Randstad nos moviliza ayudar a las personas y a las organizaciones a desarrollar todo su potencial. Ese es el compromiso que asumimos como compañía en todo el mundo, un compromiso que nos impulsa a ir más allá para lograr que nuestros clientes y candidatos alcancen el éxito. ¿Cómo lo hacemos?, combinando nuestra pasión por las personas con el poder de la tecnología, creando experiencias más humanas, que nos permitan ser una fuente de inspiración y apoyo para quienes nos eligen. Porque estamos convencidos de que mejores personas hacen mejores empresas.

 

The Customer Experience Owner is responsible for select client or program CX, designing, executing, and optimizing end to end experiences within those clients or programs and collaborating cross functionally to achieve those goals.

 

Job Responsibilities

Experience Design (35%)

• Designs and optimize end to end customer experience through the use of CX methodology and supporting tools (e.g. Blueprints, Experience Maps, CX Design Flows)
• Leverages human-centered design when creating artifacts
• Completes research as necessary to build/maintain knowledge related to industry, market, clients, and consumers (e.g. researching competition, best practices, etc.)
• Responsible for stakeholder management and ongoing management of all artifacts

Roadmap Execution (35%)

• Collaborates with product, and project managers to define solutions and influence priority
• Creates CX updates for Client QBRs
• Reviews proposed product/process changes and provide feedback/recommendations
• Lead customer communication strategy for relevant clients/products/services

Customer Experience Improvement (30%)

• Monitors program performance by evaluating analysis and insights and working with the appropriate areas/departments to implement a change. Engage cross-functional teams when necessary to troubleshoot or resolve identified breakdowns having a significant impact on NPS.
• Recommends improvements based on business cases created from findings, present suggestions to functional business leads
• Creates CBA to demonstrate business value of CX initiatives.

 

Qualifications

• Bachelor’s degree or 3 yrs. equivalent work experience. Preferred Master’s degree
• A minimum of 3 years’ experience translating client/customer needs to customer journeys as well as company policies, procedures, operations, and detailed process flow maps.
• A minimum of 3 years’ experience utilizing CX methodologies such as blueprints, experience maps, human centered design principles)
• A minimum of 3 years’ experience leading projects cross-functionally or 3 years’ experience in a client facing role managing relationships
• Strong cognitive skills, experience in root cause analysis, and ability to make decisions with minimal direction
• Basic understanding of best practices for implementing a voice-of-the-customer program, including selecting appropriate listening posts based on the channel and type of touchpoint
• Ability to organize both structured and unstructured data into charts, graphs, and tables for purposes of communicating information.
• Basic analytical skills, including the ability to leverage critical thinking to evaluate and organize available data, identify relationships, and summarize results. Includes moderate Excel experience, including the ability to create pivot tables and combine multiple tables (such as through VLOOKUP).
• In-depth understanding of process improvement approach, including leveraging analysis and critical thinking to identify opportunities for improvement, and quickly evaluating potential solutions for feasibility & reasonableness.
• Able to identify key performance indicators to measure before & after changes to determine improvement effectiveness and identify unintended consequences.
• Ability to create basic ROI model

Si considerás que reunís los requisitos para el puesto y te gustan los desafíos, no lo dudes…. ¡Postulate!

Nos esforzamos todos los días en crear un entorno diverso y nos enorgullece ser una empresa con igualdad de oportunidades para todas las personas, independientemente de su raza, color, religión, sexo, identidad sexual u orientación sexual, país de origen, genética, discapacidad o edad.