Job Description
The role holder is responsible for managing, developing and driving cross-functional programs that help transform customer experience and create the building blocks for a customer-centric organization:
. Drive Customer Obsession priorities with FAB’s long term vision and ensure that all strategic plans and initiatives are considered and prioritized through the lens of the Customer
. Implementing and formulating key customer engagement strategies based on aspects of customer life cycle in order to effectively manage and optimize the customer experience, build loyalty and ensure customer retention.
. Establishes with the Group Head of Customer Experience, the direction and strategy for creating lift in customer engagement across various customer segments
. Service Excellence program implementation will be a key deliverable to ensure the firm decentralization of key delivery towards goal achievement
. Develops a deep understanding of what customers need and expect, and aligns those expectations to product proposition roadmap and operational strategy
. Works with product, process, channel and other business stakeholders to identify critical customer journeys and related metrics for improvement in customer experience
. Identifies key moments of truth within different stages of Customer Life Cycle from considering a product, service or solution to the actual purchase and the post-purchase stages
. Facilitates improvement and journey mapping with stakeholders to ensure a full knowledge base, understanding of customer experience / end to end processes to improve the customer journey
. Designs end-state customer journeys with the objective of creating brand advocates and building loyalty
. Works closely in partnership with the business and product teams and implements initiatives on the retention strategy for customers and help develop a loyalty based tactics that feed into the overall customer experience universe
. Participates in cross-functional projects to enhance customer engagement and build strong working relationships within the organization
. Implementation of strong internal service culture metrics to embed it in the employee DNA to offer a unified customer experience
KEY ACCOUNTABILITIES:
Strategy Development and Implementation
Leadership
Change Management
Reporting
Qualifications
Minimum Qualification
Minimum Experience
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