Leading and driving initiatives related to the company's Customer Experience strategy.
Driving Voice of Customers initiatives and providing senior leadership with customer feedback, data, and insights
Enhancing the overall customer experience across all touchpoints
Collaborating with cross-functional teams and leadership to prioritize and address customer pain points and opportunities
Driving, monitoring, and engaging stakeholders to ensure the implementation of action plans that drive overall customer satisfaction
Managing the development and implementation of a new unified service management tool
Managing the overall service delivery operations across the service management platform to ensure compliance with SLAs and quality standards
Identifying bottlenecks or issues in service delivery processes and implementing solutions for improvement
Requirements
Bachelor's degree in business, management, or a related field.
Proven experience in Customer Experience management, service delivery, or related roles, with minimum 8 years’ experience in a CX/ service management role in a well-established organization.
Experience in Business management consultancy is preferred.
Strong ability to work with external vendors/suppliers and play a pivotal cross-function role with Functions within GS.
Knowledge of customer service tools, CRM systems, and service management platforms.
Analytical mindset with the ability to use data-driven insights for decision-making.
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