Customer Experience Leader Job at KornerStone Staffing

KornerStone Staffing - Our client, a big player in a Fast Moving Consumer Goods (FMCG) Industry, is currently seeking applications to fill the position below:

Job Title: Customer Experience Leader

Location: Lagos

Job Description

• A Customer Experience Leader who will be instrumental in helping to define and build a world-class customer experience center of excellence; this role blends strategy and execution to deliver end-to-end customer engagements.
• The CX Leader will inform the design and delivery of personalized, relevant, and differentiated digital and analog engagements across the customer life-cycle, prioritizing engagements that deliver the highest value for customers.

Responsibilities

• Lead the development and ongoing refinement of customer personas & journey maps, identifying areas of dissatisfaction in the experience and developing plans to monitor and make improvements to the experience.
• Act as an enabler for customer experience activities, delivering best practices, tools and guidance across the organization and work in close collaboration with other internal teams to identify and prioritize customer experience projects.
• Direct all aspects of data collection, analysis, and improvement recommendations.
• Partner with distribution to proactively identify upcoming trends, competitive movement and new opportunities to advance the client experience.
• Champion the customer through all our customer journeys, identifying their needs and expectations.
• Help define how Customer Experience is governed across the organization and ensure there is a standard approach to oversight of initiatives that impact customer experience.
• Review sales and Key Performance Indicators including consumer engagement, consumer website traffic and net promoter score.
• Generate ideas and recommend adjustments to ensure continued success of program.
• Develop, schedule and execute training required for associates to participate in customer experience activities
• Understand how each improvement initiative affects all touch points and ensure all appropriate stakeholders are aligned with the project.
• Build strong relationships, and work with Marketing, Product, Operations, and IT.
• Lead internal communication efforts on CX strategy and initiatives across the organization

Skills and Competencies

• Good communication skills both written and verbal, with the ability to complete relevant paperwork.
• Planning and organizational skills
• Previous supervisory experience
• Strong analytical and problem solving skills and business judgment

Education and Experience

• Bachelor’s degree required
• 8+ years of large corporate business experience with 3-5 years of work experience in the Customer Experience field, including CX research, program design and implementation, maturity models, frameworks, and platform tools
• Certified customer experience professional (CCXP)
• Net Promoter System certification
• Extensive experience in quantitative and qualitative VoC system application and customer journey management
• Proven ability to communicate directly with customers and represent customers to employees and leaders
• Demonstrated results leading and working with global, diverse, cross- functional teams
• Organizationally savvy, with demonstrated ability to influence leaders up to C-level, and facilitate alignment and clear decision making.