Job Summary:

• Work cross-functionally with IT to enable a positive work-from-home experience
• Lead meaningful initiatives including those that support Employee Promise (EVP)
• Be the program manager for a number of employee programs (e.g. onboarding, recognition)
• Provide consultation and/or training on employee experience initiatives, tools, projects and practices
• Support internal communications, managing various company-wide employee announcements and reminders, and managing and strengthening practices for communicating with one another, especially on Slack
• Promote a positive, fair, inclusive, and accountable workplace culture through employee programming
• Reviewing management practices and impact on the employee experience
• Creating proactive approaches to well-being in the organization in order to drive physical and mental well-being
• Partner with Talent Acquisition & Marketing to align EX with Employer Brand strategy
• Measure and assess the impact and ROI that people, programs, practices and policies have on the overall EX.

Skills on Resume: 

• Cross-functional collaboration (Soft Skills)
• Program management (Soft Skills)
• Employee consultation (Soft Skills)
• Internal communications (Soft Skills)
• Workplace culture (Soft Skills)
• Management review (Hard Skills)
• Well-being initiatives (Soft Skills)
• Impact assessment (Hard Skills)

Job Summary:

• Assess all aspects of operational delivery to ensure any learning is incorporated into future ways of working and leading CX feedback loops with partners to agree action plans.
• Ensure a strong performance against customer satisfaction and quality targets, measured through service satisfaction surveys and resolution data.
• Developing a stronger “customer experience” mindset & culture within the business, ensuring that all colleagues are consistent in the understanding of what contribution is to the customer experience, in particular, the customer pain points in the destination
• Be part of deployable Specialist Assistance Team to support incident or crisis
• Share knowledge and expertise to actively assist with on-holiday customer communications in line with approved scenarios and templates
• Set the organization for success in driving customer satisfaction and loyalty and be an advocate and super-user for relevant systems, software, and tools.
• Own the Quality Assurance process, agreeing action plans with partners and ensuring they are met
• Work with destination partners on construction work activity and lead appropriate business decisions
• Have a full working knowledge of easyJet holiday systems
• Ensure compliance and development of company policy/procedures.
• Support with investigations from both external and internal customers.
• Identify and recommend improvements, offering suggestions for streamlining processes to increase efficiency and negotiating with suppliers
• Host regular partner feedback meetings and ensure any agreed actions are carried out effectively

Skills on Resume: 

• Operational Delivery Assessment (Hard Skills)
• Customer Satisfaction (Hard Skills)
• Customer Experience Culture (Soft Skills)
• Incident Support (Soft Skills)
• Communication Management (Soft Skills)
• Quality Assurance (Hard Skills)
• Process Improvement (Soft Skills)
• Supplier Negotiation (Soft Skills)

Job Summary:

• Lead and drive projects regarding Store format, Concept development and space optimization strategies for H&M China including Prototyping, Test stores and other potential piloting projects
• Lead and drive projects developing isolated parts of the customer experience for H&M China
• Stay up to date and identify opportunities by closely monitoring trends on the market
• Identify and propose strategic partnerships and collaborations with external partners
• Participate in presentations and approvals to ensure alignment with project goals and strategies
• Build and nurture relationships with external relations such as creative talents, suppliers and contractors
• Learn a lot, make an impact, have fun
• Scoping of Retail space projects to ensure alignment on business goals and deliverables
• Manage and optimize project budget with a cost-conscious mindset to maximize business value
• Brief, lead, inform, motivate and align project team (internal and external) to deliver on shared goals
• Allocate resources and distribute/prioritize work between team members (internal and external)
• Empower and inspire team to challenge the status quo and create innovative solutions
• Participate in sourcing and negotiations of creative talent and other consultant services
• Ensure all project deliverables (strategies, concept, design development etc.) deliver on set goals on time, on brief and on budget
• Analyze/follow up delivered projects to demonstrate return of investment

Skills on Resume: 

• Project Leadership (Soft Skills)
• Customer Experience Development (Soft Skills)
• Market Trend Analysis (Hard Skills)
• Strategic Partnerships (Soft Skills)
• Budget Management (Hard Skills)
• Team Motivation (Soft Skills)
• Resource Allocation (Hard Skills)
• Performance Analysis (Hard Skills)

Job Summary:

• Execute the experimentation and CRO program including A/B Testing and personalization
• Establish a framework for translating ideas into test solutions (from ideation, to development and evaluation) and make sure this is leveraged across the organization
• Perform and/or initiate quantitative research to identify opportunities for user journey improvements at both micro and macro level
• Business case creation and evaluation of priorities
• Coordinate with design, ecommerce and digital marketing area leads, product managers and development on a weekly basis
• Drive and own brainstorming sessions to turn hypotheses into testable experiences
• Combine data analysis, customer feedback and experimentation to support growing ecommerce products and support product owners with prioritization
• Collaborate with the data analytics team with onsite tagging requirements and user journey mapping
• Communicate across the entire organization on the status and results of A/B tests
• Designing and executing on-site personalization projects
• Creation of A/B tests within the solution for self-build tests
• Own relationship with external A/B testing supplier

Skills on Resume: 

• A/B Testing (Hard Skills)
• Test Framework Development (Hard Skills)
• Quantitative Research (Hard Skills)
• Business Case Creation (Hard Skills)
• Team Coordination (Soft Skills)
• Brainstorming Leadership (Soft Skills)
• Data Analysis (Hard Skills)
• Personalization Projects (Hard Skills)

Job Summary:

• Lead coordinating across the Digital team enabling a greater understanding of customers, the ways in which they engage with platforms
• Lead Digital Discovery coordinating across the Digital team on a range of projects including the new sales and marketing website
• Review, facilitate and document website needs and delivery models, prioritizing customer website (in collaboration with the Digital Services team)
• Support on the development of Digital Marketing (on Fit for the Future Project) and on a range of digital projects
• To create Presentations and master slide deck development
• User research (exploration of how external customers are engaging with platforms and portals)
• Working with Customer Communications and Insights Teams to develop a greater understanding of customers and digital needs.
• Capability to deliver major projects in the long-term, e.g. sales and marketing website, and other websites, potentially including corporate and other websites etc.
• Tracking, distilling, and sharing global direction to bring the company brand to life in Retail and Events (Physical + Virtual) across the APLA geography collaboration.
• Collaborating with cross-functional counterparts to ensure that project goals and priorities align with brand and business strategies
• Strategically leading an audience and platform-focused approach to all experiential work
• Oversees agency partners on projects where local extensions are required
• Fostering and leading innovative thinking, collaboration, and teamwork

Skills on Resume: 

• Project Coordination (Soft Skills)
• Digital Marketing (Hard Skills)
• Website Development (Hard Skills)
• User Research (Hard Skills)
• Presentation Creation (Hard Skills)
• Cross-functional Collaboration (Soft Skills)
• Brand Strategy (Hard Skills)
• Team Leadership (Soft Skills)

Job Summary:

• Develop a deep understanding of the voice and culture of team to identify key opportunities for enhancing the experience and the engagement of team members.
• Collaborate with Office leadership, Human Resources and Consulting Change management team to create employee experience strategies and events and implement unique and rotating programs.
• Provide leadership, direct management, oversight, coaching, development and support for Office Services Manager, Studio Coordinators and Receptionist.
• Lead and collaborate with Office Services Team to create a welcoming, warm and comfortable workplace for team members, clients and guests.
• Responsible for the successful planning and logistics of all office events (internal and external), including Staff Meetings/Town Halls, Holiday/Bonus/Wellness Events, Appointments Day, Office Tours, Client meetings and other similar events.
• Manage and coordinate all office moves, renovations, furnishings and seating assignments
• Work closely with Office Leaders on studio space planning and seating. 
• Forecast upcoming changes and develop scenarios.
• Responsible for all budgets related to the office (events, storage, supplies, repairs, maintenance, studio moves, food + beverages, etc.).
• Review and approve invoices for all services performed and purchases made.
• Streamline operations and maintain efficiencies by finding ways for continuous improvements
• Responsible for building/office security programs

Skills on Resume: 

• Employee Engagement (Soft Skills)
• Leadership (Soft Skills)
• Event Planning (Hard Skills)
• Office Management (Hard Skills)
• Budget Management (Hard Skills)
• Space Planning (Hard Skills)
• Continuous Improvement (Soft Skills)
• Security Programs (Hard Skills)

Job Summary:

• Working with the Head of Organisational Development and HR Business Partners to develop an employee experience strategy, action plan and roadmap, with measurements, that support the desired culture and embed new values.
• Leading the Colleague voice strategy, ensuring creation of mechanisms and channels to really hear what is important to employees, including the design and delivery of the annual people survey
• Partner with key stakeholders to diagnose strengths and opportunities across the employee lifecycle impacting employee experience.
• Developing content, initiatives, processes, tools, learning and frameworks to enhance employee experience.
• Researching and identifying employee experience best practices and improving engagement offerings, internally and externally.
• Support the implementation of cultural and environmental change programs, actively promoting and exemplifying user-centred design thinking.
• Running employee surveys and action planning workshops.
• Interpreting complex qualitative and quantitative data, identifying trends and producing recommendations and feedback.
• Managing customer relationships and influencing senior stakeholders and negotiating with suppliers.
• Planning, developing and delivering L&D and culture programs and initiatives.

Skills on Resume: 

• Employee Experience Strategy (Hard Skills)
• Stakeholder Management (Soft Skills)
• Survey Design (Hard Skills)
• Data Analysis (Hard Skills)
• Content Development (Hard Skills)
• Cultural Change (Soft Skills)
• Relationship Management (Soft Skills)
• Learning and Development (Hard Skills)

Job Summary:

• Provide personalized onboarding, coaching & operational support for services including Pro Schools, Recess CheckUp, Digital Support (Keep Playing / PlayworksU etc.)
• Work alongside the Program and Partnership Director to create and activate a customer experience strategy that enables more schools/partners to access Playworks through Recess CheckUp, Digital Support (PlayworksU, Keep Playing etc.) and Pro services to have an optimal experience with Playworks.
• Proactively establish supportive relationships with all Recess CheckUp, Pro, and Digital Support (PlayworksU / Keep Playing etc.), schools and school staff
• Support a proactive and intentional approach to onboarding for all pro and community partners.
• Work with the Program and Partnerships Director to help certify all Program-based staff to aid in the delivery of regional professional development training to help meet the demands of the training demands in the region.
• Create systems to help onboard new digital subscribers, and evaluate the impact of training and digital service offerings. 
• Host Q&A/troubleshooting sessions quarterly or monthly TBD depending on need annually.
• Deliver high-quality professional development training across the Pacific Northwest and potentially within the Mountain Hub on occasion.
• Deliver 1 and 2-day Pro workshops and the subsequent Consultative Visits
• Deliver Reboots and other regional trainings
• Facilitate community play shops throughout the year
• Present and represent Playworks at conferences
• Deliver large ESD, District and/or Statewide contract delivery services and quality

Skills on Resume: 

• Onboarding Support (Soft Skills)
• Customer Experience Strategy (Hard Skills)
• Relationship Building (Soft Skills)
• Professional Development (Hard Skills)
• Training Delivery (Hard Skills)
• Digital Service Management (Hard Skills)
• Q&A Sessions (Soft Skills)
• Presentation Skills (Soft Skills)

Job Summary:

• Working in conjunction with the Program & Partnerships Director will recruit and prospect new Recess CheckUp, Digital Support (PlayworksU, Keep Playing, Etc.) and Pro partners across the region.
• Conduct specific outreach and marketing strategies in the region with 10% of these efforts concentrated on Hub-wide outreach.
• Proactively establish supportive relationships with all Recess CheckUp, Pro, and Digital Support (PlayworksU, Keep Playing etc.) schools and school staff
• In alignment with the overall sales strategy upsell current Digital Support PlayworksU, Keep Playing etc.) and Pro schools based on need and customer desire
• Manage inbound sales requests leads and follow-up by the Director of Programs and Partnerships
• Convert opportunities and close contracts to meet or exceed financial targets
• Implement a strong partner referral program
• Support Program & Partnerships Director with contracts, invoicing and collections.
• Coordinate with the Program Specialists and Program Director to ensure the successful delivery of quality services and sustainable impact
• Conduct Recess Assessments, Great Recess Framework and other data evaluations with Recess CheckUp, PlayworksU, Keep Playing, and Pro schools
• Analyze and note trends across services based on annual reports and evaluation tools
• Coordinate current deliverables and new sales with the Sales Team
• Conduct on-site demonstrations to recruit new schools
• Support the recess rollout regional strategy in conjunction with Executive Director and Program & Partnerships Director.

Skills on Resume: 

• Sales Prospecting (Soft Skills)
• Relationship Building (Soft Skills)
• Upselling (Soft Skills)
• Contract Management (Hard Skills)
• Data Analysis (Hard Skills)
• Outreach Strategy (Soft Skills)
• Program Coordination (Hard Skills)
• Presentation Skills (Soft Skills)

Job Summary:

• Responsible for all listening and responding channels, evolving existing channels (colleague survey and colleague forums) and developing new channels
• Providing the business with regular insight into how colleagues feel about working at McColl’s, developing action planning tools to support
• Develop the McColl’s Wellbeing Agenda in collaboration with the Head of Colleague Experience
• Developing robust relationships with Corporate Social Responsibility (CSR) partners as well as initiating and advocating further CSR activity
• Be the Subject Matter Expert on all aspects of Diversity, Inclusion and well-being best practice with guidance from the Head of Colleague Experience
• Continually review strategic plans to ensure alignment with business priorities and external trends
• Oversee D&I and Wellbeing roadmap and deliver on main D&I initiatives
• Create additional initiatives, by designing new frameworks, training, policies and processes
• Work alongside key stakeholders to embed Diversity, Inclusion and well-being throughout all parts of the organization
• Collaborate with the Communication teams and Operations teams to engage colleagues throughout the business and promote an inclusive culture

Skills on Resume: 

• Listening Channels (Soft Skills)
• Wellbeing Strategy (Hard Skills)
• Relationship Building (Soft Skills)
• Diversity and Inclusion (Hard Skills)
• Strategic Planning (Hard Skills)
• Program Development (Hard Skills)
• Stakeholder Collaboration (Soft Skills)
• Communication (Soft Skills)

Job Summary:

• Setting and meeting performance targets aligned with the business case and agreed investment committee objectives
• Managing the daily running of the contact centers.
• Leading a team of service and sales operatives including third parties to ensure customers have a positive experience
• Maintaining up-to-date knowledge of industry developments helping shape continuous improvements and identify new areas of innovation.
• Monitoring and ensuring quality assurance, protecting brand and reputational risk including regulatory responsibilities
• Reviewing the performance of staff, identifying training needs and planning training sessions
• Data Analysis, Reporting and Action Planning
• Volumes and Capacity Planning including gearing, shift patterns and rostering of staff to meet fluctuating demand
• Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes
• Resource Acquisition Planning and Recruitment
• Forecasting and analyzing data against target business case and budget figures on a weekly and/or monthly basis
• Developing, implementing and reviewing core operational processes, SOPS, methodologies and tooling solutions
• Analysing performance statistics and making decisions on the basis of these statistics

Skills on Resume: 

• Performance Management (Hard Skills)
• Team Leadership (Soft Skills)
• Continuous Improvement (Soft Skills)
• Quality Assurance (Hard Skills)
• Data Analysis (Hard Skills)
• Workforce Planning (Hard Skills)
• Staff Coaching (Soft Skills)
• Process Development (Hard Skills)