Job Summary: 

• Business partnering with the channel, customer touchpoint, and product teams.
• Sharing understanding of customer experience performance in detail for business areas, influencing teams, and getting buy-in to define and drive the planning and delivery of actions necessary to achieve improvements and supporting delivery of changes
• Facilitate mapping and redesign of customer experiences.
• Working collaboratively with cross-functional teams to review customer journeys and touchpoints, bringing together subject matter experts, key data, and customer feedback to create a composite view of the experience.
• Bring the brand to life by making the end-to-end customer journey seamless and implementing differentiated service propositions.
• Mapping the customer journeys to identify moments of truth, designing “to be” experiences, assessing the gaps vs. the “as is”, identifying and quantifying the business case for change, and delivering the changes in partnership with operational subject matter experts across the business.
• Leading and driving customer experience activities and priorities with channel/customer touchpoint/product teams.
• Provide direction and support across the business to promote positive CX and help colleagues understand what is required (people, process, or systems).
• Mobilize teams to help drive implementation with them in business areas and across functions.

Skills on Resume: 

• Business Partnering (Soft Skills)  
• Customer Experience Analysis (Hard Skills)  
• Facilitation of Experience Redesign (Soft Skills)  
• Cross-Functional Collaboration (Soft Skills)  
• Brand Integration (Soft Skills)  
• Journey Mapping (Hard Skills)  
• CX Activity Leadership (Soft Skills)  
• Implementation Support (Soft Skills)

Job Summary: 

• Responsible for the total customer experience journey improvement and consumer engagement
• Owner of CRM database enlargement and utilization
• Responsible for launch activity and other demand generation campaign executions
• Ensures customer segmentation specific activities are in place, such as webinars, seminars, training, social media posts, in-store activities, product stands, POPs production, collaboration with communities
• Assures digital marketing activities are in line with offline communication
• Drives content creation for digital platforms
• Building a strong working knowledge around the Omnivore MMS services and platform
• Working with Technical Specialists to onboard and service customers
• Collaborating with other Omnivore teams and multiple contacts within the customer's organization
• Acting as a strong advocate for the customer
• Serving as the liaison between the customer, partners, and Omnivore to deliver guidance and results
• Providing crisp and timely communication
• Identifying areas that improve the overall experience of the customer

Skills on Resume: 

• Customer Experience Management (Soft Skills)  
• CRM Database Management (Hard Skills)  
• Campaign Execution (Hard Skills)  
• Customer Segmentation Activities (Hard Skills)  
• Digital Marketing Alignment (Hard Skills)  
• Content Creation (Hard Skills)  
• Platform Knowledge (Hard Skills)  
• Customer Advocacy (Soft Skills)

Job Summary: 

• Manage and lead the team to ensure all areas of responsibility are delivered and expectations exceeded
• Build and maintain a culture that focuses on service quality and efficiency, ensuring that tickets and processes are dealt with accurately and within SLAs
• Set and maintain KPI’s and SLA’s within a continuous improvement framework that seeks to improve performance over time
• Motivate and incentivize team, holding regular meetings both with individuals and groups
• Deal with complaints and issues escalated from the team, liaising with other company teams to resolve
• Develop team reporting tools to ensure that any performance issues can be quickly identified and addressed, and to provide upward reporting regularly
• Ensure that QA checks are carried out and, where required, controls are established to mitigate any businesses risks
• Team capacity planning, scheduling, recruitment, and training
• Maintain process and training documentation to a high standard including developing new processes as business needs expand over time
• Proactively identify and implement process and other business improvements

Skills on Resume: 

• Team Leadership (Soft Skills)  
• Service Quality Management (Soft Skills)  
• KPI and SLA Setting (Hard Skills)  
• Team Motivation (Soft Skills)  
• Complaint Resolution (Soft Skills)  
• Performance Reporting (Hard Skills)  
• Quality Assurance (Hard Skills)  
• Process Improvement (Hard Skills)

Job Summary: 

• Manage all aspects of customer service within the company by working together with key team members. 
• Pay a critical role in interacting with all customers and team members.
• Oversight of training and quality management, sales performance, and other duties as assigned. 
• Be the key operational contact for projects and initiatives within the customer service department and will be charged with ensuring that all changes are seamless for the customer.
• Developing and implementing a best in class service & technical support model, balancing the needs of the customer and the company
• Responding to and resolving customer concerns and issues.
• Identifying barriers to accuracy, productivity, and quality and proactively taking steps to improve
• Escalating technical issues to Software and Hardware team for resolution
• Tracking customer interactions and any required follow up
• Achieve quality service by assessing and responding to customer needs using good judgment and flexibility when solving customer problems
• Act as a primary point of contact for customer escalation
• Produce weekly reports and insights to drive progress

Skills on Resume: 

• Customer Service Management (Soft Skills)  
• Customer Interaction (Soft Skills)  
• Training and Quality Oversight (Hard Skills)  
• Project and Initiative Coordination (Hard Skills)  
• Technical Support Model Development (Hard Skills)  
• Issue Resolution (Soft Skills)  
• Quality Improvement (Hard Skills)  
• Technical Issue Escalation (Hard Skills)

Job Summary: 

• Ensure the most effective and satisfactory Customer experience (CX) journey granting the correct management of Customer Operations processes (order entry, master data management, post-sales support, ..)
• Ensure full adherence with Order Management policy and guarantee Compliance
• Ensure quality of interactions with all stakeholders (dealer, end users, salesforce), speed and focus on pain points identification and resolution, being able to prevent future issues working on continuous improvement of CX processes and procedures
• Listen to the “voice of the customer” through the identification of “moments of truth” along the customer journey for continuous improvements
• Define and monitor CX KPIs and propose initiatives to work on to enhance customer experience
• Foresee an upgrade of current CX tools/systems in order to digitalize the operations and improve customers satisfaction (cti, CRM, automatic order entry ...)
• Encourage and sustain change management, talent development, skills and competencies upgrade, leading the team from a transactional approach to a more customer focused approach. 
• Contribute to spread a culture of customer centricity within the whole Organization
• Work with a cross functional approach with regional and headquarter stakeholders making sure processes, systems, tools and procedures are designed with a customer centric mindset
• Define and maintain a ‘fit for purpose’ department organization, in order to be the unique entry point for dealers contacts and to rationalize touchpoints.

Skills on Resume: 

• Customer Operations Management (Hard Skills)  
• Order Management Compliance (Hard Skills)  
• Stakeholder Interaction Quality (Soft Skills)  
• Customer Feedback Analysis (Soft Skills)  
• CX KPIs Monitoring (Hard Skills)  
• CX Tools Upgrade (Hard Skills)  
• Change Management (Soft Skills)  
• Cross-Functional Collaboration (Soft Skills)

Job Summary: 

• Lead a team of Customer Service agents who provide customer service to thousands of customers annually
• Lead technology engagement and optimisation, work closely with internal and external teams to ensure a world class customer journey
• Day to day management of the customer service team, ensuring productivity and efficiency
• Act as a point of escalation for the customer service team, ensuring a robust complaint and escalations process
• Monitor customer satisfaction
• Lead brand direction to drive a seamless customer experience journey
• Identify opportunities for development and implement change
• Develop, align and implement the Customer Experience Strategy
• Lead transformation and integration of all customer touchpoints
• Develop and communicate policies, standards, guidelines and procedures
• Promote process, outcomes and results to business
• Take responsibility for the management of partners in region
• Undertake new business development activities
• Deliver on agreed partnership value targets
• Develop and maintain a high level of business and market awareness

Skills on Resume: 

• Team Leadership (Soft Skills)  
• Technology Engagement (Hard Skills)  
• Customer Service Management (Hard Skills)  
• Escalation Handling (Soft Skills)  
• Customer Satisfaction Monitoring (Hard Skills)  
• Brand Direction (Hard Skills)  
• Strategic Development (Hard Skills)  
• Transformation Leadership (Soft Skills)

Job Summary: 

• Ensure that the Nordic Oil Customer Experience philosophy is kept at highest level
• Ensure high reachability level for customers
• Create an unforgettable experience for customers through various communication channels
• Acknowledge customer complaints and build the basis for a trustful relationship
• Manage and coordinate RW CX activities
• Run KCM process & development in R&W
• Coordinate between Fortum corporate and R&W in KCM activities
• Support and selectively lead demanding commercial customer projects
• Continuously develop working and service model towards better CX and common RW way of working with customers
• Lead virtual teams managing CX work quality, performance and development
• Leaving a positive impression and getting positive feedback from customers is as important as for and therefore screen and monitor regularly all relevant feedback portals
• Give recommendations on how to act to close feedback loops successfully
• Responsible for the overall Customer Experience throughout the complete customer journey
• Consider all of the customers touchpoints over the complete life cycle from first contacts with products over usage of products up to interact with customer service
• Identifying the root cause of customer experience issues and implementing creative solutions

Skills on Resume: 

• Customer Experience Management (Soft Skills)  
• High Reachability Maintenance (Hard Skills)  
• Multi-Channel Communication (Soft Skills)  
• Complaint Handling (Soft Skills)  
• CX Activity Coordination (Hard Skills)  
• KCM Process Development (Hard Skills)  
• Commercial Project Support (Hard Skills)  
• Feedback Monitoring and Action (Soft Skills)

Job Summary: 

• Lead and continue to develop all aspects of the customer experience segment of the business (people, currently a two-person team, and processes)
• Ensure company is measuring and focusing on key support metrics: CSAT, FRT, Full Resolution time, etc
• Manage, coach and grow a team of support specialists
• Own all customer support content (articles, blogs, FAQ, videos, etc.) that showcases Perpetua is a an approachable thought leader and trusted expert in digital advertising and Amazon
• Evolve and grow customer community slack channel
• Enhance client onboardings to institute excellent user behaviour
• Establish best practice for growing entry level users into more sophisticated (tactics and spend) customers
• Ensure Perpetua’s confident, friendly, trustworthy and helpful voice comes through in all customer interactions
• Proactively analyze client data and internal team’s metrics to ensure continue to serve client’s needs and can scale efficiently
• Identify opportunities and make recommendations for further improvements to the customer journey that will drive customer satisfaction, loyalty and profitability.
• Management and ongoing training & mentoring of the team. 
• Creating an environment where staff trust and respect the company and colleagues and have pride in what do.
• Manage and develop current procedures to enhance speed and quality of response regardless of channel and improve ease and speed of reporting.

Skills on Resume: 

• Customer Experience Leadership (Soft Skills)  
• Support Metrics Management (Hard Skills)  
• Team Coaching and Growth (Soft Skills)  
• Customer Support Content Management (Hard Skills)  
• Community Engagement (Soft Skills)  
• Client Onboarding Enhancement (Hard Skills)  
• Client Data Analysis (Hard Skills)  
• Process Improvement Recommendations (Soft Skills)

Job Summary: 

• Give pre-sales and post-sales support
• Working with sales and the client to gather and define solution requirements for new solutions, defining the “what’ portion of the solution
• Partnering with the pre-sales organization as needed for success
• Ensure technical details, project requirements, and client success metrics are collected and accounted for
• Analyze related projects and tests, working closely with Workforce Solutions sales operations and analytic resources
• Participate in a dedicated operational core team that will be designed to keep focus on the voice of client feedback, to bring together and bridge gaps between sales and operational channels.
• Develop and track overall program management, making sure solution development is on track and achievement / delivery dates are met
• Handle pricing, contracting and other implementation approval processes across Equifax and the customer
• Close coordination and communication with the core operational team to help define and execute against special project requests, where defined execution and fulfillment models may not exist, but may need to be developed
• Lead the team to deliver exceptional customer experiences that exceed customer expectations, ensuring brand values and tone, and service strategy principles are always adhered to in all customer interactions.
• Proactively analyse customer insights to drive improvements and prioritise plans
• Tracking, escalating, and reporting technical & customer complaints to appropriate team members or management. 
• Supporting work with teams throughout the business to identify causes and avoid repetitions, raising the benchmark of customer experience in the process.

Skills on Resume: 

• Pre-Sales Support (Soft Skills)  
• Solution Requirements Definition (Hard Skills)  
• Technical Details Management (Hard Skills)  
• Client Success Metrics (Hard Skills)  
• Program Management (Hard Skills)  
• Pricing and Contracting (Hard Skills)  
• Exceptional Customer Experience (Soft Skills)  
• Customer Insights Analysis (Hard Skills)

Job Summary: 

• Ensure customer experience is always prioritized in order to deliver the best brand experience and customer loyalty
• Develop collector concierge service and white glove installation field services network
• Work directly with collectors to troubleshoot complex tasks involving technologies such as Bluetooth, Wi-Fi Configuration, Wallet Connections, NFT Framing, etc.
• Work with Marketing, Logistics, and Sales teams to ensure all customer needs are met and responded to in a timely manner
• Develop customer experience stack, advocating for automation and integration. 
• Assist with logistics operations such as tracking, executing RMA, tracking sales orders, and following up on shipments with third party logistics and logistic teams
• Support the purchasing experience from order-to-installation by partnering with e-commerce team to quickly and efficiently solve any logistics related issues
• Work cross functionally with logistics team to ensure appropriate processes are in place for inventory management, order submissions, and tracking
• Perform, test, and report quality assurance through use of current and future products
• Work with the Director of Customer Experience and other Ops managers to set the strategy for the customer experience team.
• Be the voice of the merchants and borrowers by collecting feedback, product enhancement requests, and communicating the asks internally.

Skills on Resume: 

• Customer Experience Prioritization (Soft Skills)  
• Field Service Development (Hard Skills)  
• Technical Troubleshooting (Hard Skills)  
• Cross-Functional Collaboration (Soft Skills)  
• Automation Advocacy (Hard Skills)  
• Logistics Operations Support (Hard Skills)  
• Quality Assurance Testing (Hard Skills)  
• Feedback Collection (Soft Skills)

Job Summary: 

• Create and implement strategies designed to boost the customer relationship and satisfaction level
• Plan and implement methodology for improving the customer experience including work processes with the emphasis on implementing digital tools
• Ensure that each touchpoint across the customer journey is engaging, efficient, and effective.
• Increases customer satisfaction rates, increases customer loyalty
• Partner with business units on identifying gaps, analyzing data, insights and actions to improve the customer experience from survey findings, complaints and field visits
• Manage the survey system and customer complaints at the company level
• Lead and inspire a team of customer-focused Customer Experience Associates in a fast-paced, quickly changing environment.
• Become the main point of contact to resolve escalated customer calls.
• Implement and drive metrics to achieve and sustain customer satisfaction and efficiencies.
• Partner with the learning and development team to continuously improve the day-to-day customer transactional procedures and workflow processes.

Skills on Resume: 

• Customer Strategy Development (Hard Skills)  
• Experience Improvement (Hard Skills)  
• Touchpoint Optimization (Hard Skills)  
• Customer Satisfaction Enhancement (Soft Skills)  
• Data Analysis (Hard Skills)  
• Survey and Complaint Management (Hard Skills)  
• Team Leadership (Soft Skills)  
• Metric Implementation (Hard Skills)

Job Summary: 

• Accountability for revenue growth targets, customer retention and customer satisfaction (NPS) key results
• Day to day point of contact for each client including both business owner and user level contacts
• Develop and implement business insight and reporting capabilities for use internally and for presenting to Lorica customers
• Identify opportunities for appropriate up-sell and cross-sell with customers
• Work closely with product teams to identify customer needs and deliver the right solution
• Internal customer advocate:
• Liaise between internal support teams and customers to resolve issues promptly
• Advocate within Lorica for product and service changes on behalf of customers
• Regular contact with customers leading to timely and relevant industry knowledge to inform internal decision making
• Present to the executive and Board and internal stakeholder management
• Support Security and Privacy compliance efforts including security reviews, documentation and policies and procedures
• Tender / Proposal review and submission 
• Contribute to development and achievement of company OKRs

Skills on Resume: 

• Revenue Accountability (Hard Skills)  
• Client Point of Contact (Soft Skills)  
• Business Insight Reporting (Hard Skills)  
• Upsell and Cross-sell (Hard Skills)  
• Customer Needs Analysis (Hard Skills)  
• Internal Advocacy (Soft Skills)  
• Industry Knowledge (Soft Skills)  
• Compliance Support (Hard Skills)

Job Summary: 

• Oversee special projects, operations, and integration of global and regional initiatives to support Customer Experience
• Partner with training and QA on learning & development initiatives, and processes and operationalize programs, as applicable
• Lead, develop and support the CX Supervisors to achieve high performance and productivity
• Provide support and direction to the CX agents to ensure best practices are in place to drive productivity, quality, and a high customer satisfaction rating
• Resolve customer queries to meet internal goals in a professional manner and identify and implement opportunities for process improvements
• Identify and eliminate root cause barriers to achieve the highest accuracy, productivity, and quality with CRM and other tools
• Develop and drive strategies and programs to improve the competitive position of Mercari’s customer experience organization
• Develop KPIs and continuously improve overall team productivity, customer satisfaction and quality
• Take on specific, deadline-oriented projects as needed and interact with leaders in other departments
• Provide reporting on a weekly/monthly/quarterly basis

Skills on Resume: 

• Project Oversight (Hard Skills)  
• Training and QA Partnership (Soft Skills)  
• Team Leadership (Soft Skills)  
• Customer Support (Soft Skills)  
• Process Improvement (Hard Skills)  
• Root Cause Analysis (Hard Skills)  
• Strategic Development (Hard Skills)  
• KPI Development (Hard Skills)

Job Summary: 

• Fully accountable for customer experience strategy and retention based on business directions
• Identify growth opportunities and extract insights from in-depth analysis of customer data and market data
• Drive the development and implementation of data-driven CRM strategy and tactics to achieve customer acquisition, retention, engagement and reactivation
• Work with various business lines to initiate creative customer retention programs, from conceptualization through to analysis in an attempt to improve customer stickiness, customer satisfaction, and NPS
• Define customer segmentation and develop strategic upsell, cross-sell, and referral initiatives for different vertical segments
• Create and enhance end-to-end customer and service journeys by analyzing touchpoints along the pipeline and maximize commercial opportunities with data-driven information
• Audit and improve customer engagement experience that would best support the growth and missions of the business
• Develop and manage customer communications and promotional activities that increase customer engagement across different channels such as emails, SMS, social platform, webinars, etc
• Audit and optimize campaign performance and results
• Develop, empower and motivate the team to thrive for customer experience excellence by continuous training, quality assurance, KPI and data-driven decisions. 
• Build an infrastructure for a large-scaled team that includes 1st, 2nd level support, quality assurance, and training as well as take responsibility for implementing emerging software trends and APIs to improve CX performance. 

Skills on Resume: 

• Customer Experience Strategy (Hard Skills)  
• Data Analysis (Hard Skills)  
• CRM Strategy Development (Hard Skills)  
• Retention Program Design (Hard Skills)  
• Customer Segmentation (Hard Skills)  
• Journey Enhancement (Hard Skills)  
• Engagement Improvement (Hard Skills)  
• Team Development (Soft Skills)

Job Summary: 

• Liaise and correspond with customer from the agreed point from exchange of contracts to occupation and at least the 1st three months after the last legal completion in the block or phase
• Ensuring that regular communications are sent to customers between exchange of contracts and completion
• Regular dialog with client(s) on progress updates and home demonstration meetings
• Arrange pre occupation meetings with customers and ensure matters are raised and closed from this meeting
• Maintain the delivery of a world-class service to customers, ensuring speed and quality in every interaction
• Works with the team to maintain best practices for efficient communication with customers
• Deal with a high volume of incoming DM’s and emails
• Ensuring that all customer contact is recorded accurately in customer management platform
• Be the voice of the customer! Proactively spot areas for improvement and communicate these effectively 
• Address varied customer queries about new products, subscription and delivery enquiries
• Maintain thorough and accurate customer service records.
• Work across Shopify & recharge platforms to update and amend orders.
• Optimise the capabilities of the Gorgias platform and identify new opportunities.
• Help grow community by responding to DMs and reaching out to ambassadors across social media platforms.

Skills on Resume: 

• Customer Liaison (Soft Skills)  
• Regular Communication (Soft Skills)  
• Client Progress Updates (Soft Skills)  
• Pre-Occupation Meetings (Soft Skills)  
• World-Class Service (Soft Skills)  
• High-Volume Management (Soft Skills)  
• Customer Management (Hard Skills)  
• Platform Optimization (Hard Skills)

Job Summary: 

• Design and manage a yearly end-to-end Customer Experience roadmap 
• Work with channels and business partners that service customers in developing meaningful and achievable customer advocacy and customer satisfaction goals.
• Handle the customer KPIs including Net Promoter Score  NPS  and Quality of Service  QoS , manage the results and identify the gaps to derive improvement action plans.
• Manage the tracking, monitoring and analysis of improvements in customer experience within each channel and business unit 
• Actively analyze and contribute to identification of weak points in terms of customer insights and current customer experience, foster discussions and actions to be taken to improve customer satisfaction
• Manage the feedback loops (Voice of Customer and Voice of employees) to ensure proper inputs to identify necessary improvement plans in the different operations.
• Review and redesign business processes to improve customer satisfaction using Lean, DMAIC, and other improvement methods to identify root causes, and manage the execution of QoS & Customer Experience improvement plans/ projects in coordination with all units in the company.
• Lead, manage and motivate a customer experience team.
• Manage the Customer Experience budget dedicated to improvement action plans.
• Report on monthly basis to the top management and AMEA on the progress of Customer Experience initiative and customer KPIs.
• Orchestrate fastest-growing customer experience team in the company and grow an independent, innovative and customer-focused support team for customers. 
• Ensure that properties are fully inspected in line with Mount Anvil’s processes and conduct personal inspections of these properties
• Before and after completion ensure that all issues are logged on Sales Force and closed out within the company set service level agreements

Skills on Resume: 

• Customer Experience Roadmap Design (Hard Skills)  
• Customer Advocacy Development (Soft Skills)  
• KPI Management (Hard Skills)  
• Tracking and Analysis (Hard Skills)  
• Insight Analysis (Hard Skills)  
• Feedback Loop Management (Hard Skills)  
• Process Improvement (Hard Skills)  
• Team Leadership (Soft Skills)

Job Summary: 

• Fully understand the needs and objectives of customers (business account holders and adhoc credit card bookers) and optimise the digital customer experience to grow share of wallet, market share and ‘sticky’ customers
• Analyse journey metrics via appropriate platforms to measure usage levels, conversion rates, flag UX issues and suggested solutions
• Strategise and execute best practice CRO (conversion rate optimisation) initiatives throughout the digital journey with the support of the Digital Marketing Manager and Graphic Designer, with a particular focus on connecting paid, direct and organic website traffic to sales funnel, MQL-to-SQL conversion rates and increasing online booking conversion with UX design front and centre
• Create, execute, measure and report on digital touchpoints for NPS and CSAT
• Utilise Salesforce and Pardot to create and optimise automation workflows to encourage repeat bookings, with the support of the Brand team
• Ensure close alignment and ways of working with the Customer Operations Manager, Contact Centre and Sales teams to collaborate, share insight and best practice to optimise the entire customer journey (not just in a digital sense). 
• Optimized internal processes to improve operational productivity and efficiency
• Direct outreach to customers of key audience profiles to collect user feedback and challenges with the digital booking journey

Skills on Resume: 

• Customer Needs Analysis (Hard Skills)  
• Journey Metrics Analysis (Hard Skills)  
• Conversion Rate Optimization (Hard Skills)  
• Digital Touchpoint Reporting (Hard Skills)  
• Automation Workflow Creation (Hard Skills)  
• Cross-team Collaboration (Soft Skills)  
• Process Optimization (Hard Skills)  
• Customer Outreach (Soft Skills)

Job Summary: 

• Support with the development of platform roadmap
• Work with Head of Brand on Trustpilot (national and localised scores) to grow brand reputation
• Be a key user and stakeholder with Martech stack in particular Salesforce, Pardot (marketing automation, Google Analytics and Looker
• Regular communications to the wider business to elevate the strategic marketing function and promote CX gains, what this means to customers and how it impacts key business deliverables (supported by the Internal Communications Manager)
• Be a proud brand custodian, ensuring brand guidelines are followed internally and externally
• Support the marketing team with general marketing requests and adhoc projects
• Actively spend time and engage with key stakeholders throughout the business to ensure exceptional customer experience is also operationally efficient and achievable, and is connected with the customer care experience. 
• Support the Head of Marketing Operations to roll-out a new online booking platform and use this as an initiative to channel shift the existing customer base

Skills on Resume: 

• Platform Roadmap Development (Hard Skills)  
• Brand Reputation Management (Hard Skills)  
• Martech Expertise (Hard Skills)  
• Strategic Communications (Soft Skills)  
• Brand Custodianship (Soft Skills)  
• Marketing Support (Hard Skills)  
• Stakeholder Engagement (Soft Skills)  
• Platform Roll-out Support (Hard Skills)

Job Summary: 

• Deliver customer experience training to new employees during orientation.
• Present new customer experience concepts to staff on a regular basis through in-person sessions at corporate and field offices.
• Provide regular reinforcement of concepts through email communication, signage, and in-office visits.
• Manage the monthly recognition program that rewards employees for demonstrating key cultural elements of good customer service.
• Coordinate employee events, including picnics, company anniversary celebrations, and the annual holiday party 
• Distribute patient feedback and satisfaction survey data to managers 
• Help facilitate requests for marketing materials to the company external marketing agency.
• Handle one-off internal communication projects
• Deliver exceptional customer service through phone, email, and live chat, constantly striving to make things better, faster and smoother for the customers
• Advocate on behalf of the customer to ensure a consistent and valuable experience for each customer
• Recommend product improvements based on customer feedback, using both qualitative stories and quantified data
• Identify opportunities and drive solutions to enable efficiency, specifically thinking about automation and improved back-office tools for team

Skills on Resume: 

• Customer Experience Training (Hard Skills)  
• Concept Presentation (Hard Skills)  
• Concept Reinforcement (Hard Skills)  
• Recognition Program Management (Soft Skills)  
• Event Coordination (Soft Skills)  
• Feedback Distribution (Hard Skills)  
• Marketing Materials Facilitation (Hard Skills)  
• Internal Communication (Soft Skills)

Job Summary: 

• Establishes the vision, direction, and project priorities. 
• Plans and leads projects to continuously improve processes and methodology in close coordination with internal stakeholders in order to drive ultimate client experience. 
• Continuously innovates to improve program efficiencies and enhance client interactions, both self-service via website and other interactive tools and telecommunications.
• Manages resolution of complex problems or those involving multiple departments. 
• Keeps abreast of current trends, practices and technologies within the banking industry to maximize operating efficiency and increase client satisfaction.
• Manages departmental personnel, ensuring assigned functional responsibilities are fulfilled. 
• Motivates, influences, leads and develops staff to ensure quality service is consistently provided to clients and in support of the Division’s goals and objectives. 
• Promotes a culture of integrity and professionalism within the organization.
• Defines and designs necessary reporting to observe and examine performance, capacity, and risk management. 
• Analyze the outcome of reporting and make recommended procedure or system changes to improve performance and drive customer experience improvements while maintaining compliance. 
• Oversees mortgage servicing compliance standards and productivity planning.
• Responsible for influencing and earning the trust of senior stakeholders and moving business teams to take action. 
• Work cross functionally with peers/colleagues to support training, best practices, and shared opportunities.

Skills on Resume: 

• Vision and Direction (Hard Skills)  
• Project Management (Hard Skills)  
• Process Improvement (Hard Skills)  
• Complex Problem Solving (Hard Skills)  
• Trend Analysis (Hard Skills)  
• Staff Leadership (Soft Skills)  
• Cultural Promotion (Soft Skills)  
• Reporting and Compliance (Hard Skills)

Job Summary: 

• Support the Head of Customer Experience to embed the customer strategy and customer experience framework throughout the business.
• Represent the voice of the customer across easyJet, ensuring projects, programmes and BAU/policy decisions consider the customer impact. 
• Balance the needs of customer with commercial, operational, people and cost impacts and collaborate to identify the optimum solution.
• An ambassadorial role in developing a strong “customer experience” mind set & culture within the business, ensuring that all employees are consistent in understanding of what contribution is to the customer experience.
• Design and deliver cross-functional engagement activities to continue to bring the organisation closer to the customer and ensure widespread adoption of customer strategy.
• Embed customer experience principles in training programmes for customer facing staff (both easyJet and third party) and ensure regular engagement to drive continuous improvement in training and delivery.
• Working with the Customer Insights Team, analyse customer satisfaction findings for key touchpoints and use this insight to continually identify opportunities to improve the customer experience.
• Ensure the key customer measures are visible and understood throughout the organisation. 
• Design, incept and implement programmes to deliver improvements to customer experience design, with a focus on customer facing touchpoints.
• Deliver change initiatives identified internally or from external good practice to support these opportunities.
• People manage a team responsible for improving customer experience and policies.

Skills on Resume: 

• Strategy Design (Hard Skills)  
• Team Collaboration (Soft Skills)  
• Stakeholder Management (Soft Skills)  
• Policy Analysis (Hard Skills)  
• Training Development (Hard Skills)  
• Data Analysis (Hard Skills)  
• Change Management (Hard Skills)  
• Team Leadership (Soft Skills)