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Customer Experience Solutions Director
2 months ago
This role entails driving the strategy of customer experience solutions into the market, specifically relating to maturing customer experience in the dimensions of culture, enablement, and design. This will also involve supporting the customer experience specialist design team in delivering prioritized experiences that are consistent, contextual, and carefully connected, facilitating customer experience and service steering committees on behalf of the retail customer experience enabler.
Key Responsibilities- Develop and implement a budget aligned to tactical delivery plans, monitor effectiveness, and report on variances.
- Coordinate teams to ensure end-to-end implementation of prioritized and approved solutions for relevant business units or segments.
- Ensure effective analysis of data for identification of opportunities for efficiencies and growth in business.
- Manage and support the team in designing customer-centric and sustainable solutions, products, enhancements, and business cases, ensuring effective integration across channels, thereby delivering on the strategic objectives of the business unit or segment.
- Enable an inclusive culture that upholds the company's diversity and transformation guiding principles.
- Manage people by executing management responsibilities and create an environment that encourages employee growth and performance excellence.
- Develop, encourage, and nurture collaborative relationships within the business and/or across the company.
- Develop new insights into situations and apply innovative solutions to make organizational improvements.
- Ensure compliance with legislative and audit requirements and adherence to relevant processes.
- Integrate business information, compare, analyze, and produce reports to identify trends, discrepancies, and inconsistencies for decision-making purposes.
- Set tactical goals and optimize the use of people, finances, and technologies in order to realize those goals.
- Apply a customer-centric approach to ensure customer satisfaction.
This role requires a strong understanding of customer experience strategy and design principles, as well as excellent leadership and management skills. The ideal candidate will have experience in driving customer experience initiatives and developing sustainable solutions that meet business objectives.
