À propos de ce poste Team Lead - Player Journey chez digiOutsource
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Root Cause Analysis
The Team Lead Customer Experience Management supports their team who is responsible for identifying barriers and obstacles that prevent the best possible customer experiences and then design innovative solutions to fix them.
Reporting
The Team Lead Customer Experience Management measures the impact of the changes that they and their team recommended. This is done in order to ensure customers experience the benefit of the service improvements. The results are measured against the relevant metrics and reported on to senior stakeholders.
Collaboration
This role works with a variety of teams across the organisation to share ideas to improve customer experience. When changes are being developed, the Team Lead Customer Experience Management ensures that the Customer Experience Analysts are accurately representing customers’ needs and desires.
Continuous Improvement
The Team Lead Customer Experience Management ensures the Customer Experience team has ownership and responsibility for delivering improvements on behalf of customers. They also give feedback on these improvements.
The Team Lead Customer Experience Management, through their team, builds wider cross-functional teams whose goal is to identify opportunities and implement changes that can be made to improve journeys.
*Please note we will apply relevance to our Talent Management and Talent Development Programme as part of our recruitment process.
*Shortlisted candidates may need to complete an assessment.
This position requires trust and honesty it has access to customers financial details - therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification.
Should you not hear from us within 2 weeks, please deem your application as unsuccessful.
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