Senior Customer Experience (Temporary)_2954

About the Job

We are embarking on a transformation journey to bring customer centricity into the DNA of our employees and seeking a dynamic Customer Experience Specialist who will help bringing our CX strategy to life. This role will support in designing and implementing the long term vision and strategy for CX across our organization while leading key programs across a global organization.

What you do

• Lead, develop and implement key CX programs, such as NPS/VoC/Customer First/etc., that will deliver on the CX strategy and improve the customer experience of our target audiences.
• Deliver a cohesive, customer focused approach which can be implemented and scaled within the organization for the programs which you are responsible for. Champion a customer-centric culture by promoting a company-wide focus on customer experience and prioritizing customer satisfaction at all organisational levels.
• Foster a culture where employees at every level are committed to delivering an exceptional customer experience
• Provide a memorable and high-quality AZT experience that balances customer satisfaction and commercial objectives
• Develop and rollout customer standards, customer journey maps, personas, dashboards, and training programs to equip staff, from employees to management, with the skills to deliver exceptional customer service
• Ensure all employees are aligned and empowered to uphold high standards of customer experience across all touchpoints/interactions. Leverage technology and drive the adoption of innovative tools and systems, including AI, throughout the customer journey.
• Enhance the efficiency, personalization and quality of customer interactions by integrating advanced technological solutions. Ensure regulatory compliance by aligning customer experience practices with workers councils, CPO and other relevant teams.
• Identify, select and manage the relationship with external parties to deliver on business as usual operations or adhoc projects.

What you bring

• Higher education degree in business administration, customer experience management, or a related field with 7+ years of relevant work experience in the Customer Experience area.
• Strong stakeholder management skills and the ability to effectively communicate and influence stakeholders across the organization, including senior management. Excellent English language skills as well as communication skills, both written and verbal, with strong proficiency in PowerPoint.
• Demonstrated experience in CX, project management and driving initiatives to successful completion, applying analytical thinking, methodological, conceptual, and consulting skills.
• Experience in change management, ensuring smooth transitions when introducing new processes or tools to stakeholders
• Expertise in customer experience strategies and tools, including the integration of innovative technologies such as AI across the customer journey
• Demonstrated success in designing and implementing end-to-end customer journey strategies that enhance customer satisfaction. Hands-on involvement in addressing and resolving customer pain points, supported by analytical and creative problem-solving approaches.
• Experience in survey design and execution to maximize data gathering across all touches of a customer journey. Familiarity with survey tools, dashboards and customer feedback platforms.
• Basic knowledge of AI technologies, principles and their practical use.

What we offer

• We offer a hybrid work model which recognizes the value of striking a balance between in-person collaboration and remote working incl. up to 25 days per year working from abroad.
• We believe in rewarding performance and our compensation and benefits package includes a company bonus scheme, pension, employee shares program and multiple employee discounts (details vary by location).
• From career development and digital learning programs to international career mobility, we offer lifelong learning for our employees worldwide and an environment where innovation, delivery and empowerment are fostered.
• Flexible working, health and wellbeing offers (including healthcare and parental leave benefits) support to balance family and career and help our people return from career breaks with experience that nothing else can teach.