Acest job nu mai este activ.

Nivel cariera

Middle (2-5 ani), Senior (5-10 ani)

Limbi vorbite

engleză

Adresa/ adresele jobului

București

Acest job nu mai este activ.

General purpose:

We are looking for a creative, courageous and engaged Head of Customer Experience eager to bring your unique contribution and implement our customer experience vision while working in a complex and ever changing environment.

 

From this role you will:

  • act as the Voice of the Customer through understanding customer feedback to build strategies that improve the overall experience
  • use customer insights  to design, obtain approvals and  implement the customer experience roadmap bringing awareness on every single employee’s impact on the customer agenda
  • design and update the customer experience metrics dashboard
  • coordinate the activity of translating customer feedback & data into actionable proposals to improve customer experience metrics
  • collaborate and get actively involved in all the projects dedicated to service quality improvement (process optimization, technical applications implementation, market innovations etc.)
  • coordinate the activity of customer journey mapping through workshops to identify issues and opportunities
  • oversee the process of customer journey redesign by reimagining and reframing experiences
  • act towards building a customer experience knowledge and awareness in the organization’s workforce
  • encourage sharing, learning, feed-back for all internal divisions and colleagues  to embrace the importance of customer experience and continuous improvement
  • communicate regularly to senior leaders and teams across organization

 

Education and Professional Qualifications:

  • University degree
  • Customer Experience certification is a plus

 

Experience:

  • Minimum 2 years in a customer experience role
  • Previous customer service and/or project management exposure is a plus
  • Bank industry is a plus but not a must

 

Competencies:

  • Excellent level of English language, both spoken and written
  • Self-starter, able to manage opinionated colleagues
  • Customer oriented and able to instill a customer passion into others
  • Developed communication skills, diplomacy and determination
  • Ability to think differently and creatively
  • Results and deadline focused

Acest job nu mai este activ.