Customer Experience Design Specialist
- Reading, South East
- Posted 3rd December 2019
- £45000.00 - £48000.00 per Annum + Competitive Bonus & Bens
- Ref: 1201696
As a customer experience design specialist, you will map customer journeys, identify shortfalls and drive continuous improvement change that enhances and simplifies customer interactions across the telephony and digital channels.
Your core responsibility will include.
*Production of customer journey maps and identify areas of change and improvement.
*Manage and deliver Customer experience enhancements across telephony and digital channels.
*Be known as a customer experience champion across the business
*Carry out root cause analysis and use voice of the customer data to support prioritisation of customer improvement activity.
*To engage with key stakeholders across the business ensuring a consistent approach and understanding to customer driven process improvements.
*Ensure customer touchpoints are delivered to brand and service expectations.
*Support the business to deliver new digital initiatives that enhance customer experience.
*Demonstrate improvements via customer experience metrics.
Essentially you will consider yourself
*Passionate about developing customer experience and service improvements.
*To have experience of using structured change & process models.
*To have strong experience of customer journey mapping and change improvement across telephony and digital channels.
*To be proactive individual who seeks changes which lead to business improvement
*An effective communicator, who can deliver change, and be able to demonstrate when you have delivered excellent performance
*Ability to act as a driver for change.
This role will suit an experienced customer journey design specialist, to review existing procedures, support the implementation of change that drives customer experience improvements in a multi-channel environment.
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