What’s the role:
This position will be responsible for developing the CX strategy by designing an end-to-end journey of service, generating the business understanding of our current CX to develop a data-driven process to transform the digital customer journey across all operations.
What you’ll do:
- Shape the Digital Customer Journey roadmap for a cross-functional development.
- Design and lead the user-centered design process, working closely with UX/UI, Research, Technology, Local Teams, and Product Owners from the Journey conception, design, and development phases.
- Planning and executing customer insight research, including primary and secondary research, persona development, and proposing an ad-hoc methodology to develop CX Mapping workshops.
- Map the current Customer Journey across all markets.
- Design digital end-to-end customer journeys for products and services in an Agile environment, using available resources to prototype services and validate ideas.
- Develop and document a profound understanding of the similarities and differences of each operation’s journeys.
- Provide clear Customer Journey strategic data-driven direction focus on Digital.
- Align the customer journey strategy across all operations to maximize impact on our customers.
- Deliver insight-based clear guidelines to design the future state digital customer journeys for all LLA operations.
- Develop best practices analysis, competitor benchmarks, and CX maturity models within the organization.
- Interact with product, operation, and client teams to gather data and align their needs.
- Identify pain points across the Customer Journey.
- Ensure business objectives are in place around any iteration of the customer journey.
- Creates service blueprints of the future state Digital Customer Journey.
- Planning and executing workshops through the region, as well as remotely.
Knowledge and Experience:
- 2-3 years working in consultancy and experience with CX, Service Design, or related.
- Graduate-level (bachelor or higher) degree in Business, Economics, Marketing, Design or other related fields.
- English level B1+
Specific Knowledge & Experience:
- Customer empathy to translate user feedback into actions and impacts
- A balanced focus on business results with consumer desirability to drive teams toward creative and innovative solutions
- Ability to work with an approach of Design Thinking, Design Driven and Customer-Centric
- Leadership to motivate teammates to build fantastic customer experience.
- Strong analytical thinking skills and ability to influence others.
- Knowledge of leveraging data to make business cases
- Deep understanding and experience of service industries organizations
- Experience and ability to drive change through influence
- Strong written and verbal communication skills, ability to form strong business relationships across all functions
- Firm Grasp of Digital ways of working and the Digitalization Opportunities
- Timeliness in all actions with quality consciousness towards services received and provided
- Effectively gathers information, structures clear reasons for decisions, and leads debate where required
- Works collaboratively with stakeholders and team members to deliver the best results for the customer and to remove barriers to execution
- Demonstrates the importance of data-driven analysis and the ability to articulate in a meaningful way for the team
Skills & Abilities:
- Innovates with a customer focus.
- Planning and executing collaborative workshops.
- Entrepreneurial Drive for Results.
- Works across our matrix/footprint to achieve the best outcome for the business, our customers, employees, and shareholders.
- Multi-industry knowledge with an ability to leverage knowledge from other industries such as Banking to innovate on LLA’s digital approach. Knowledge of telecommunications, ISP & Broadcast industry is a plus.
- Ability to lead at scale across multiple priorities, continually innovating and creating new opportunities to deliver greater efficiency.
Required critical competencies and behaviors:
- Accountable for the delivery of customer journeys.
- Accountable for managing key Stakeholder expectations and communications.
- Accountable for ensuring that critical business relationships are identified, developed, and regularly maintained proactively to support business performance and communications.
- Strong interpersonal and collaboration skills with the ability to interact at all levels, building and strengthening positive relationships at every touchpoint.
- Accountable for ensuring their performance and habitually reviews working practices and performance intending to improve processes, procedures, and general levels of service, ultimately engendering a “continuous improvement” culture resulting in enhanced customer experience.
- Ensure the production, measurement, and achievement of meaningful key performance indicators to drive performance across their squad.
- Accountable for ensuring that the required Status reporting is provided to the timetable and timescales required.
- Displays Energy and passion for achieving and exceeding stretching objectives, often delivering within tight.
- Displays a highly collaborative and constructive approach to solving problems cross-functionality.
- Displays Strong relationship-building, collaboration, and influencing skills.
- Displays High personal integrity and strong leadership qualities.
- Displays Flexibility in approach to work and ability to perform under pressure.
- Able to dynamically respond to both strategic and tactical operational management requirements.
- Commercial awareness of the external environment and the ability to “think outside the box”.
- Displays high levels of self-awareness and emotional intelligence in all situations.