• Sanderson Recruitment
  • Billings, MT
  • Manufacturing
  • Full-Time
  • 2521 Terry Ave

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Customer Journey/Process Improvement Specialist

Business Change & Transformation | Bar Hill | Permanent | 40,000 - 50,000 bonus + benefits |


An industrial global business are looking for s to join their Cambridge office.

In this position you will become a trusted advisor for customer centricity and process improvement. Measuring, monitoring and continuously improving customer experience through working in partnership with direct distribution channels across the globe.

You will be responsible for enabling support teams to be the best in what they do, improving efficiency to provide Service Excellence, thereby increasing customer satisfaction as demonstrated by agreed metrics.

This role will suit applicants who have experience in process improvement to enhance the Customer Journey.

Key Responsibilities

  • Work with global teams to ensure customer centric measures are developed and used to drive improvements
  • Root cause analysis and process improvement to eliminate issues causing customer dissatisfaction
  • Project manage regional and/or process specific projects to a successful conclusion
  • Drive Centricity through the supply chain to improve the Customer Satisfaction Score aligning Customer Experience with Operational efficiency
  • Use customer insight to design, develop and deploy solutions that enhances the customer experience
  • Build solutions from the ground up to develop best processes for customer experience, from initial analysis/mapping current processes through to full completion
  • Advise the business on what good processes look like and journey to implement
  • Provide case management service for escalated channel issues, with fast quality responses
  • Deliver training and support colleagues in their development journey e.g. leading educational/training workshops
  • Develop knowledge articles to optimise self-help within the channels
  • Across organisation stakeholder management with Business and IT stakeholders, up to Director level and with external relations; including across global distribution channels
  • Required Experience/Certifications

  • Experienced in process improvement and enhancing customer user journeys
  • Well-rehearsed in practical application of Change/Project management principles, methodologies and tools
  • Experience of planning projects and hands on successful delivery
  • Ability to establish and maintain strong relationships across internal and external stakeholders on a global scale
  • Experience within a manufacturing or production business, or global enterprise (preferred)

  • Associated topics: fertilize, forklift, garden, manage, management, manufacture, prune, scanner, ship, watering

    * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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