Job description

This role is responsible for providing advisory support to company’s teams/organizations to help them define the road-map and implement the change components required to improve the company customer experience such that customer loyalty and value increase.
He/she will work with assigned internal clients on specific projects or initiatives to help internal clients better understand customer expectations and requirements, and will facilitate the implementation of improvement plans that align with the overall business goals of Customer First for a Lifetime.

Key Performance Areas

Responsible for cultural journey towards Customer First for a Lifetime

• Aligns customer centricity implementation to business strategy
• Monitors overall impact

Main CX governing body for CX initiatives and all CX impact for the company

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

Facilitates specific programs that improve company CX and make Customer First for a Lifetime “real” in every interaction

• Actively participates in CX improvement initiative as a process facilitator and CX subject matter expert
• Responsible for overall organizational measurement and analysis of CX
• Provides regular updates to Customer Experience Council and Divisional ExCo on Customer First for a Lifetime progress
• Provide company CX subject matter expertise to internal clients as necessary to ensure successful implementation of CX improvement initiatives 
• Provide process, planning and measurement support to internal clients as necessary to ensure successful implementation of CX improvement initiatives 
• Link company CX insights from research, and learning from previous CX initiatives, to the goals and activities of current client CX initiatives
• Help internal clients understand how different business processes, organizational view points and customer goals influence/impact their CX initiatives 
• Identify organizational, skill or resource gaps compromising CX initiative success, and facilitate the identification of practical solutions for closing those gaps
• Provide advisory and implementation support to multiple CX improvement initiatives concurrently
• Develop constructive working relationships with internal clients so that CI becomes a “coveted asset” within company and an influential thought leader with the business
• Communicate effectively and appropriately with company’s CX infrastructure: ExCo, the CEC and various CX initiatives underway at any given time

Requirements

• Experience delivering consulting services, including team leadership/facilitation
• Experience managing executive level client relationships
• Project management experience
• Extremely strong written and verbal communication skills, executive level presence and experience in working in a client advisory role
• Able to command a group audience, facilitate solutions and lead discussions around CX strategy, CX transformation, customer service and customer engagement.
• Highly developed soft skills, with the ability to adjust communication style based on the audience and client situations
• Excellent analytical & problem-solving skills
• Collaborative and consultative work style, ability to thrive in a high velocity, highly dynamic work environment
• Demonstrated ability to lead and manage teams through influence while also functioning as an individual contributor/team member

Business Understanding

• Understands the financial industry specifically customer management strategy and implementation of strategy

Competencies

• Impactful leadership; Commercial Acumen; Purposeful collaboration
• Execution excellence : Delivery, Accountability, Operational excellence, Customer connection: Building relationships, Insight ;Advice
• Provide business intelligence on customer, reporting; recommendations and monitoring of action plans

Posted on 06 Aug 11:22