Dare to make an impact?
YOUR ROLE
- Customer Experience Strategy: Perform analyses that contribute to the understanding of the needs and expectations of different customer segments and make recommendations with a potential impact on the CSX strategy. Support the implementation of organizational changes, processes, projects, and pilots by providing needed resources.
- Stakeholder Engagement: Assist with stakeholder engagement within area of responsibility by arranging actions, meetings, events, and supporting materials to promote stakeholder understanding and commitment.
- Budgeting: Track team’s budget and report variances to Head of CSX CoE.
- Voice of Customer: Utilization of research and data analysis to guide, develop and/or support a sound understanding of customer, trends, needs, and expectations.
- Customer Relationship Management (CRM) Data: Ensure that the team maintains up-to-date customer relationship management data, identifying and resolving issue.
- Customer Experience Service Strategy: Support in performing and implementing techniques such as voice of the customer initiatives, journey mapping, and qualitative touchpoint analysis to identify customer pain points, challenges, and hurdles and prioritize based on customer segmentation where needed.
- Customer Service Experience Operations: Help establish and implement customer service experience standards while supervising a team. Deal with the most complex and valuable issues.
- Continuous Improvement: Review existing operations in own area of work and implement innovation processes to generate innovative ideas and ensure continuous improvements are delivered.
- Data Management: Manage and analyze key aspects of data management. This includes being responsible for supporting the development or operating key elements of the system. • Compliance: Comply with Henkel Corporate Standards, Global SHE and Sustainability requirements.
