About the Role / About the Job
This position involves providing strategic support and execution for Service Monitoring and Customer Insights, ensuring effective customer experience strategies across multiple business groups. The role encompasses overseeing service metrics, managing surveys, conducting data analytics, facilitating collaboration among stakeholders, and leading change initiatives within the organization to enhance customer experience. You will also be responsible for providing clear reporting and ensuring that projects are delivered on time and meet quality standards.
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Key Responsibilities
Strategic Support and Execution:
- Assist in implementing the Service Monitoring and Customer Insights roadmap.
- Ensure effective execution of customer experience strategies and initiatives across business groups.
- Collaborate with leadership to set project priorities, milestones, and deliverables.
Service Metrics and Performance Monitoring:
- Monitor and report daily service KPIs across channels and products.
- Identify trends and performance gaps, escalating issues as needed.
- Ensure accuracy and timeliness of performance data shared with stakeholders.
Survey Management:
- Manage execution of customer surveys, ensuring alignment with objectives.
- Coordinate with internal teams to deploy surveys, analyze feedback, and deliver insights.
- Support focus group activities and deeper customer engagement surveys.
Data Analytics and Reporting:
- Prepare reports and dashboards ensuring data accuracy and timely delivery.
- Perform data analytics to identify actionable insights for business groups.
- Provide summaries of customer insights to guide decision-making.
Collaboration and Communication:
- Collaborate with stakeholders including IT, operations, and marketing for seamless project implementation.
Strategy Development and Implementation:
- Develop and direct functional strategy ensuring alignment with group objectives.
- Provide subject matter expertise and counsel to leadership on strategic areas.
- Lead redesign of key customer processes and transformation initiatives.
- Manage the full lifecycle of project management, including planning and execution.
- Design service standards and KPIs across all segments and channels.
- Accelerate adoption of customer service standards through training.
- Assess service delivery and customer satisfaction.
- Foster a customer-centric culture through defined training and initiatives.
- Create a strong brand advocacy environment for change.
- Collect customer feedback and translate data into actionable outcomes.
Leadership:
- Act as a role model in driving adherence to organizational values and ethics.
Change Management:
- Lead continuous improvement in systems and processes.
- Identify strategic delivery risks and provide proactive solutions.
- Develop and maintain lists of transformation initiatives.
- Deliver high-quality project outputs against set timelines and quality parameters.
Reporting:
- Ensure all functional reports are accurate and timely.
- Package and present project updates to management.
- Ensure timely program reporting is distributed to stakeholders.
Job Context:
- Timely project delivery.
- Target achievement for the number of projects.
- Smooth operation and management of projects.
- Accuracy of reporting.
- Overall customer engagement strategy and journey roadmap achievement.
- Customer loyalty measures like NPS and increased operational efficiency.
Frameworks, Boundaries, & Decision-Making Authority:
- Operate within the framework of Group policies and governance.
- Authorized to make decisions as per the approved authorization matrix.
Requirements / Qualifications
Minimum Qualification:
Minimum Experience:
- 5-10 years of relevant experience.
