Customer Experience Director
4 days ago
Customer Experience Manager
We are seeking a skilled Customer Experience Manager to lead proactive initiatives that improve customer satisfaction and drive continuous improvement across our services.
Key Responsibilities:
- Develop and implement customer strategies, tools, and frameworks informed by insights, data analytics, and market trends.
- Proactively identify customer challenges and collaborate with stakeholders to design effective solutions.
- Lead community engagement initiatives to strengthen relationships and gather valuable customer feedback.
- Project manage CX initiatives to ensure alignment with Kinetic's strategic priorities and goals.
- Create and distribute communication packs to stakeholders for smooth execution of CX strategies.
- Measure and report on the success of CX initiatives, leveraging data for continuous improvement.
- Work with operational teams to identify pain points in the customer journey and drive operational enhancements.
- Advocate for a customer-first mindset across all levels of the organisation.
Requirements:
- Deep understanding of customer experience methodologies and best practices.
- Strong research and data analysis skills, with the ability to leverage insights for decision-making.
- Experience in agile methodologies and optimising CX strategies.
- Proven stakeholder management skills, with the ability to influence and build relationships at all levels.
- Exceptional project management skills, including facilitation and presentation abilities.
- Demonstrated experience in strategic planning and change management focused on impactful CX initiatives.
- Self-motivated and enthusiastic about improving the customer experience in a dynamic environment.
- Proficient in MS Office, Adobe Suite, survey analysis, and journey mapping tools.
About Us:
Kinetic is a forward-thinking organisation dedicated to enhancing customer experiences and making a positive impact. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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