Description

In this role, you will manage and execute customer experience programs while collaborating with various teams to enhance service delivery. Your focus will be on improving processes, ensuring customer satisfaction, and shaping the overall customer journey.

Requirements

• •Post graduate diploma or university degree and/or adequate degree
• •Minimum 10 years of work experience
• •Track record in developing programs to improve processes and quality
• •Experience in service provider governance
• •Experience in staff development of large scale BPO organizations
• •Proven project management and organizational skills
• •Excellent communication skills and strong business acumen
• •Action and solution-oriented; self-driven and proactive
• •Analytical team-player who enjoys connecting with people
• •Ability to document business requirements and qualify their effects
• •Fluency in English and other language; fluency in German is a plus
• •Travel up to 30%
• •Travel required 25% of the time

Tasks

• •Set up and manage customer experience programs
• •Execute projects with countries and third-party service providers
• •Drive commercial excellence and efficiency initiatives with cross-functional partners
• •Analyze and improve existing processes
• •Implement new processes as needed
• •Ensure excellence in operations of multi-language service center hubs
• •Collaborate with Senior Performance and CX Management
• •Oversee supplier governance execution with Senior CX Management
• •Work closely with global project teams and quality teams
• •Guarantee excellent delivery and execution of processes
• •Analyze and enhance omnichannel customer and agent experiences
• •Shape the CX infrastructure and IT landscape with delivery partners
• •Maintain and improve customer satisfaction through problem-solving
• •Conduct root-cause analysis to address issues

Benefits