Vacancy Description
PURPOSE OF POSITION:
Own and continuously improve assigned stages of the customer journey to ensure a consistent, high-quality experience across all touchpoints. Identify friction points and opportunities for enhancement, translating customer needs into actionable initiatives. Uphold experience standards while leading cross-functional collaboration to execute customer experience (CX) improvements that drive satisfaction, loyalty, and ease of interaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Cross-Functional Execution
+ Drive execution of assigned CX improvements in partnership with accountable teams.
+ Confirm ownership, timelines, and handoffs for journey improvement initiatives.
+ Track initiative progress and flag risks or delays to CX leadership.
+ Coordinate with Contact Center, Retail, and Digital teams to embed improvement actions into frontline and digital experiences.
...
Own and continuously improve assigned stages of the customer journey to ensure a consistent, high-quality experience across all touchpoints. Identify friction points and opportunities for enhancement, translating customer needs into actionable initiatives. Uphold experience standards while leading cross-functional collaboration to execute customer experience (CX) improvements that drive satisfaction, loyalty, and ease of interaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Cross-Functional Execution
+ Drive execution of assigned CX improvements in partnership with accountable teams.
+ Confirm ownership, timelines, and handoffs for journey improvement initiatives.
+ Track initiative progress and flag risks or delays to CX leadership.
+ Coordinate with Contact Center, Retail, and Digital teams to embed improvement actions into frontline and digital experiences.
...
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