Customer Experience (Cx) Specialist
Current- Enterprise-wide customer experience improvement (customer journey, digital first, online, multi-channel, retail)
- Voice of the Customer (VOC) strategy & analysis (NPS, CES, FCR, CSAT, Verbatim)
- Voice of the Process measures identification and improvements
- Establish positive working relationships with key stakeholders within the business across all levels, with a track record of success for collaborative working to drive results cross-functionally
- End-to-end customer journey improvements, by improving people, process and technology to reduce service friction
- Management and development of 2x direct reports