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Head of Customer Experience

Operations

Salary: Competitive

Location: London, United Kingdom

Posted: 01 Nov 2018


Location: London (UK) OR Lisbon (Portugal) OR Bilthoven (Netherlands)

Main purpose of the role

Customer experience is a new established team in Operations Truphone to drive structural improvements of the customer experience focused on the network experience and customer care interactions (digital and human contacts).

Truphone has a wide portfolio of telecommunication services offered to customers on a global scale with some unique features for roaming, mobile recording and a great ability for customization of the service delivery.

To improve the network experience and drive a more digitally based customer experience some structural improvements are required that will involve many teams in Operations, Technology, Marketing and Finance.

The Customer Experience team will include roles around creating the relevant customer insights, implement both tactical and structural changes, while working in a collaborative way across the Truphone organization and monitor progress.

Key Responsibilities

  • Gather insights from customers using existing reporting and create new one, involving all customer facing employees
  • Analyze customer feedback and identify root causes in customer turn offs and delight moments
  • Set up structure to identity and prioritize tactical and structural improvements
  • Drive a transformation towards a more digitally customer care experience
  • Connect main customer experience improvement requirements to already running projects and transformation programs
  • Set up company-wide program and governance to implement prioritized changes and monitor progress
  • Act as change agent stimulating a more customer centric culture in Truphone
  • Drive impactful internal communications supporting the cultural change
  • Develop and test customer delight programs aligned with other Operations teams
  • Define improvement goals, roadmap and kpi's for each improvement project
  • Coordinate implementation of projects
  • Manage and report on progress of improvement projects
Skills and Experience required
  • Customer Experience management understanding and experience
  • Analytical skills
  • Process optimization
  • Project-and program management
  • Deep understanding of underlying systems, networks, IT applications and processes in Truphone
  • Deep understanding of customer care and incident processes
  • Experience in digital transformation programs
  • Motivational and strong communication

KPI's

  • Quality of analysis of customer feedback
  • Frequency of (human) contacts
  • Customer satisfaction/NPS
  • Service Availability
  • Project definitions in time and aligned w other stakeholders incl. budget
  • Implementation of projects in time within budget
  • Implementation of impact monitoring/reporting and projected customer experience improvements
  • Team engagement
  • Stakeholder engagement

 

Personal qualities
  • Passionate about customer experience
  • Team player, able to work in multi-cultural environment and cross functionally with strong analytical capabilities
  • Detail conscious, highly organised and methodical with a strong work ethic
  • Excellent writing and formal presentation skills. Ability to translate complex technical concepts into clear and concise common language that can be easily understood by non-technical peers and frontline employees
  • High degree of autonomy regarding prioritization and decision-making
  • Motivation and personal development of team members

 

Apply now

No agencies. We do not accept CVs from 3rd parties

Apply now

No agencies. We do not accept CVs from 3rd parties