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.
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
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)