Senior Manager, GBS – Service Experience

Key Responsibilities

• Use data to identify sub-optimal customer journeys in the current service offering
• Identify and lead strategic initiatives to drive volume deflection with self-service, automation and AI powered solutions to optimize the resolution time
• Own the knowledge management strategy to enhance the user experience on the touchless and agent driven interactions
• Lead the customer journey mapping and KANO exercise for complex cross-functional processes with the objective to enhance and simplify the experience
• Lead the data-driven analysis to identify opportunities to improve the user experience in all points of interaction and own implementation roadmap
• Lead the implementation of service redesign initiatives across regions and process areas focus on different persona journeys through all tiers of interactions
• Effectively partner with IT, Operational and Global Process Owners organizations to implement improvements in the service design

Qualification & Requirements

• Master‘s degree
• 7 + years of experience in customer experience / consumer operations / strategy & operations / marketing / project or program management
• Solid knowledge of key customer satisfaction KPI’s and tools, including customer journey mapping and KANO.
• Strong interpersonal skills, sensitive to different cultures, ability to manage multiple stakeholders and build relationships across the Globe, work collaboratively with colleagues in other functions and locations
• Hands-on, pragmatic, problem solver, eager to learn and willing to take challenges
• Proactive work attitude, can work under pressure and tight timeline, with minimal supervision

Benefits

No information available.