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Customer Experience Process Leader

ENERJİSA ENERJİ A.Ş

İstanbul(Asya)

İş Yerinde

İş Yerinde

Job Type

Full-Time

Position Level

Medium Level Manager

Department

Marketing

Marketing

Application Count

235 application

Job Type

Full-Time

Position Level

Medium Level Manager

Application Count

235 application

Department

Marketing

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QUALIFICATIONS AND JOB DESCRIPTION

Customer Experience Reporting and Analysis 
  • Support the Customer Experience in delivering a suite of dashboard reports reflecting customer experience targets and priorities in line with journey plans and the wider strategy
  • Develop strong working relationships with Customer Insight, NPS and operational MI teams across Enerjisa to ensure data collated to dash boards remains relevnt, credible and efficiently gathered
  • Produce regular reports and presentations to communicate to Customer Journey/processes on progress vs. annual targets. Identifying issues and opportunities within customer journeys through reporting, analysis and insight and composing detailed proposals for change initiation or prioritisation
  • Collate and diagnose data on customer experience from across and outside Enerjisa (such as  market research , VOC info, complaints, Hotwire, competitor intelligence, benchmarking, and operational measures) to inform a centralised view of customer journey performance
  • Carry out periodic “walking in the customer’s shoes audits” of the key customer experiences. Reviewing them critically and objectively to ensure they are meeting (and in some instances exceeding) customer expectations, identifying any gaps in measurement methodologies and missing customer experience knowledge
  • Carry out detailed reviews of cross-functional activity already in plan against recognised problem areas. Identify gaps and opportunities and collate insight to inform compelling cases for change initiation and prioritisation
 
 
Key Skill Requirements: (knowledge, skills, experience & qualifications) 
  • Highly numerate and analytical combined with commercial acumen
  • Familiarity with metrics and methods used for evaluation of customer experience and commercial performance and their optimal presentation via dashboards
  • Demonstrable experience of collating information from multiple sources (NPS surveys, complaints, voice of customer, analytical and finance systems, market research) and translating into clear and actionable insight
  • Advanced knowledge extract key data across multiple and complex data sources
  • Ability to coordinate and motivate other business units in order to deliver to defined timescales
  • Demonstrable experience of presenting insight and influencing at a senior level
 
 

İŞ TANIMI

The Customer Experience Performance process leader will be an analytically-minded individual with a strong background in driving excellent performance through applied insight. They will be able to operate and influence at a senior level and will champion a customer-focused approach in all they do.

The purpose of the role is to embed a rigorous approach to monitoring customer journey performance within the organisation and drive the on-going improvement of the customer experience through a specific focus on actionable insight, drawing on reporting, analysis, research and consultation.
 
The role is accountable for supporting the design, implementation and monitoring of company-wide customer experience measurement, as well as undertaking deep-dive root cause analysis to understand performance trends/fluctuations and recommend practical actions in the form of change prioritisation and compelling business cases for investment in cultural or infrastructural change.
 

Preferred Candidate

5 - 99 years of experience
Bachelor’s(Graduate), Master’s(Student), Master’s(Graduate), Doctorate(Student), Doctorate(Graduate)
Completed
English(Reading : Advanced, Writing : Advanced, Speaking : Advanced)

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