Manager - Customer Experience

The Manager – CX is responsible for all CX analytical requirements, managing execution of CX initiatives (customer research and market-led improvements).

Responsibilities

• Develop in-depth analytical understanding for what drives growth for the company Retail across markets.
• Analyze disparate customer feedback sources (i.e. NPS, social media, call/case volumes, product feedback) to present comprehensive views of CX.
• Prepare and deliver visualizations and internal presentations that translate analytic insights into tangible, actionable solutions for business partners to implement.
• Prepare monthly reports on key KPIs and status of CX initiatives and share with CX leadership and the company's management team.
• Liaise with markets to develop improvement plans across markets keeping in mind customer feedback, operational metrics, and local challenges.
• Work with line manager to manage the executional requirements end to end for customer research on new innovations rolled out (for example – Scan & Go, Cleveron, etc.).
• Work with line manager to review business cases on new rollouts across the company Retail.
• Monitor and report on Business Unit NPS.

Requirements

• Bachelor's degree or higher, preferably in business studies, marketing, or a communications discipline.
• 3 - 5 years of experience in CX related roles.
• Passionate about Customer Experience.
• Knowledge and understanding of customer experience metrics and measurement methodologies.
• Excellent problem-solving skills with ability to dis-aggregate issues, identify root causes, and recommend solutions.
• Strong knowledge of fundamental business concepts; operations research and statistical techniques is a plus.

What We Offer

• Work in a friendly environment, where everyone shares positive vibes and is excited about our future.
• Work with over 45,000 diverse and talented colleagues, all guided by our Leadership Model.