Customer Excellence Manager
Key Responsibilities:
* Design and implement a customer-centric service model in collaboration with teams serving customers across current and new customer journeys.
* Drive initiatives to continuously improve employee engagement around customer service goals and lead the ongoing development of Customer Improvement Plans with business teams.
* Develop and execute a comprehensive customer experience engagement and training strategy that aligns with company goals, business needs, and enhances customer focus.
* Sustain programs that incentivize excellent customer service, including rewards and recognition systems.
* Support business teams to understand the importance and benefit of effective customer communications and develop targeted communications plans for customers/communities.
* Create a multi-media internal communications campaign around customer centricity, incorporating the voice of the customer and celebrating successes, to maintain understanding and engagement in CX.
* Define best-in-class customer experience design across channels, voice of the customer programs, and measurement in collaboration with internal stakeholders.
Experience and Qualifications:
* Experience in designing and implementing customer-centricity programs, methodologies, and implementing employee engagement/training strategies programs.
* Experience in customer service transformation, customer experience, customer engagement, and training or related activities.
* Proven project management and organizational skills, excellent communication skills, and ability to influence at all levels across the organization.
* Strong analytical skills, able to generate insights driving positive change for customer experience and satisfaction.
Benefits:
* Mobile phone
* Flexitime
* Paid Holidays
* Pension
* Permanent Health Insurance