Customer Excellence Manager
Key Responsibilities
- Responsible for the design and implementation of a customer centric service model in collaboration with teams that serve 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
- Design and develop new ways of working to ensure customer needs, expectations and impacts are assessed and integrated into our business plans, investment and policy decisions
- Develop and execute a comprehensive customer experience engagement and training strategy that aligns with company goals, business needs and enhances customer focus
- Develop and manage programs that incentivise excellent customer service, including rewards and recognition systems
- Support the business teams to understand the importance and benefit of effective customer communications, and support the development of targeted communications plans for customers/communities
- Develop a multi-media internal communications campaign around customer centricity, bringing in the voice of customer and celebrating successes, to maintain understanding and engagement in CX
- Define best-in class customer experience design across channels, voice of the customer programmes and measurement in collaboration with internal stakeholders
- Identify, align and integrate with other culture change, customer transformation and engagement programmes
- Manage third-party in the development of plans, implementation and budget
- Establish measures of success such as employee engagement, customer centricity targets, training program effectiveness and report insights to senior leadership team
Experience and Qualifications
- Experience in the design and implementation of customer centricity programmes, methodologies and implementing employee engagement/training strategies programmes
- Experience in customer service transformation, customer experience, customer engagement and training or related activities
- Experience in delivering culture change programmes of scale
- Excellent project management and organisational skills
- Excellent communications skills and ability to influence at all levels across the organisation
- Skilled in building relationships and engaging with key stakeholders
- Strong analytical skills, with the ability to generate insights that drive positive change for customer experience and satisfaction
- Third level qualification in HR, Marketing, Communications or Business, or equivalent work experience
