Job description

This role is responsible for leading customer centricity across the organization. The successful candidate has the mandate to design, orchestrate and improve the customer experience with the objective to increase revenue through improved loyalty, reduced churn and growth in customer value. The are the face and motivational leader of customer centricity, leading the organization to work together for optimum customer experience delivery. This role prioritizes the company’s investment, areas of focus and areas of improvement for the customer experience, and drives measurable change through the ExCO, the CEC and the Customer Insights Team.

Key performance areas

• Prioritizes, initiates, develops and leads customer experience programs and initiatives that deliver financial benefit and a positive impact on the customer experience
• Support leaders in their roles across the company as cultural leaders in the customer centricity transformation
• Collaborates across the company to put the customer at the centre of key business decisions
• Leads the organization through the CX initiatives to work together to achieve the customer experience goals.
• Leads the CEC in this capacity.
• Leverages customer analytics and insights to inform the business on decisions that could negatively impact the customer experience or on profitable opportunities to improve the customer experience
• Defines the cross-company metrics of CX success.
• Utilizes these metrics to monitor progress and build accountability across the company
• Develops a sustained organizational communication program to share the vision, how to contribute to the customer experience and celebrate successes
• Defines the customer experience skills required across all teams; influences the on-boarding and training strategy to build the company’s core strength on customer centricity

Responsible for company’s cultural journey towards Customer First for a Lifetime

• Aligns customer centricity implementation to business strategy
• Secures funding for high-impact customer initiatives
• Monitors overall impact

Main CX governing body for CX initiatives and all CX impact

• Identify best practices and changes to improve the customer experience
• Ensure corporate wide adoption of customer centricity focus
• Reports progress and impact to ExCo at regular check-in’s

Requirements

Education and Experience

• 10-15 years of progressive experience driving customer service, operations and customer revenue excellence
• Strong operational, marketing and financial background
• A motivational change agent; a strategic leader who can successfully initiate and lead the execution of initiatives to drive profitable change
• Proven ability to breakdown corporate and department barriers with an ability to influence and engage stakeholders
• Highly skilled in working across functions throughout the company and building cohesive cross-functional teams
• Analytical business savvy to identify key issues, root causes and opportunities to improve, and the ability to lead the company to action for improved business results
• Excellent communicator (written/oral) at all organizational levels and with all teams; exceptional presentation skills
• 10-15 years business experience

Functional Competencies

• Develop and implement customer first strategic program.

Posted on 03 Aug 15:50