Customer Experience Manager
8 hours ago
**Job Overview**
The Supplier Customer Experience manager will be responsible for enhancing the customer experience delivered by our partners today and support changes that will impact our suppliers such as growth or process.
**Main Responsibilities**
- Facilitate conversations around growth with suppliers & internal stakeholders to ensure
- headcount demand meets the requirements for new/growing initiatives
- Design change process to land change timely and effectively with our partners
- minimizing disruption to roll out and mitigating time constraints when delivering change through our partners
- Review changes that are being requested from the business for ‘Ops readiness’ to ensure
- it is fit for purpose for our suppliers to ensure successful delivery, where required provide feedback and support changes being made
- Working with the risk & governance manager, ensure appropriate governance is created to plan, deliver, monitor and evaluate change
- Owns change initiatives for new workstreams/projects at suppliers
- Build strong relationships & regular engagement/ governance with internal stakeholders to facilitate change and great customer experience (risk, ops partners, training, QA)
- Measure success, impact and benefits of change and use data to quantify the impact of the change. (CSAT, QA scores, timeframes of success)
- Implement a continuous improvement cycle including retros and regular change
- Manage meetings with robust documentation
- Working with the right teams, fix broken processes i.e. SCIM Management
- Working with the wider supplier team, deep dive into customer experience being delivered by our partners
- Partner with our suppliers to deliver improvements in CX and CSAT
- Create monthly deep dives into customer experience using all sources of data e.g. CSAT,
- CX data and complaints to identify themes and trends on areas that are going well and areas to improve
- Partner with suppliers on their insight generation into CX performance and agree plans where required for change and support for successful delivery
- Be an advocate internally for sharing success stories of customer experience and partner with the team Engagement Manager to help share and elevate these stories
- Introduce initiatives for process improvement recommendations and fix things for our customers and COP sites (but not limited to)
**Competencies & Skills Required**
- You care deeply about customer experience
- You are passionate about the day to day experience of our customers and want to improve processes that just don't work
- You want to ensure a great experience for our agents, making their lives easier and ensuring they have the right tools and information to do their job
- You want to improve change governance within the supplier management team
- You are comfortable working with our partners, holding them accountable for delivering change timely and safely and can challenge when this is not working
**Qualifications and Experience**
- Proven experience in management of a Financial/Regulated/ Collections contact center
- Experience in KPI Management
- Matric/ Equivalent
- Operations Manager (2 years +)
- BPO experience (2 years +)
**Job Types**: Full-time, Permanent
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