Qualifications required
1. Master s Degree in Business Administration or related field from a recognized university.
2. Lead the formulation of a comprehensive customer experience and service design framework that aligns with client s strategic goals.
3. Develop procedures work processes and documentation to facilitate the implementation of the service design framework. This includes establishing a customer experience measurement framework and identifying key metrics for evaluating experience quality satisfaction and loyalty.
4. Establish a welldefined reporting structure and mechanisms for the service design activities ensuring transparency and accountability.
5. Conduct regular desktop research to stay updated on the latest trends in service design and design thinking and maintain a repository of leading practices in the field.
6. Implement a governance framework for service management to maintain consistent and accurate service details across the organizations service catalogue.
7. Create and maintain a service management framework that enables seamless creation updates and removal of services and channels while ensuring controlled and measured change activities.
8. Ensure service information is consistently available across all client service delivery channels providing customers with a seamless and integrated omnichannel experience.
9. Initiate develop and monitor projects and initiatives related to service and customer experience design including corporate services and experiences.
10. Establish a customer experience framework that encompasses all services agencies and sectors catering to both business and individual customer segments.
11. Incorporate cocreation concepts by involving customers in service and channel improvements through Voice of Customer reports workshops focus groups and other feedback channels ensuring alignment with customer needs.
12. Utilize customer insights and journey mapping to identify and prioritize critical moments of truth enhancing the overall experience.
13. Drive change by establishing a crossclient experience accountability matrix and maintaining a list of top customer experience improvement initiatives.
14. Foster a customercentric culture through promoting behaviors practices and standards that encourage all employees to prioritize delivering exceptional customer experiences.
Requirements
Key Responsibilities
1. Collaborate with stakeholders to develop a comprehensive customer experience and service design framework that clearly defines the direction of the desired customer experience in alignment with client s strategy and core values.
2. Develop and test procedures work processes documentation and related materials to support the implementation of the service design framework. This includes creating a customer experience measurement framework and identifying key metrics for assessing experience quality satisfaction and loyalty.
3. Work with all relevant parties within client to establish a clear reporting structure and effective mechanisms for service design activities.
4. Ensure proper maintenance and central control of all reporting supporting procedures and documentation related to change council activities within client.
5. Ensure adherence to service development and improvement policies for channels and services across client fostering consistency and continuous enhancement.
6. Manage the creation update and removal of services and channels within the service catalogue. Collaborate closely with service owners to ensure consistent changes across all channels based on specific requirements.
7. Measure the impact of changes made to services and channels through the change council process. Communicate with agencies sectors service and channel owners to accurately assess the impact and provide reports to the Customer Happiness Department.
8. Follow up on projects and initiatives related to the design and maintenance of services and customer experience including both corporate services and experiences.
9. Provide support in the development of a customer experience framework that encompasses all services agencies sectors and segments of business and individual customers.
10. Utilize customer insights and customer journey mapping techniques to define prioritize and enhance critical moments of truth in the customer experience journey.
11. Drive change by developing a crossclient experience accountability matrix and maintain a dedicated list of top customer experience improvement initiatives.
12. Foster a customercentric culture by promoting behaviors practices and standards that encourage all employees to prioritize delivering outstanding customer experiences.
13. Report results insights and recommend actions to improve the quality of services and service delivery channels aiming for a superior customer experience.
14. Follow a welldefined design process for creating or modifying experiences ensuring consistency and effectiveness.
15. Implement communication strategies and tactics to effectively convey the importance of customer experience to employees and customers.
16. Ensure the availability of service information across all client service delivery channels in a consistent and wellmaintained manner offering a seamless omnichannel experience for customers.
