Qualifications required-
1. Master’s Degree in Business Administration or related field from a recognized university.
2. Lead the formulation of a comprehensive customer experience and service design framework that aligns with client’s strategic goals.
3. Develop procedures, work processes, and documentation to facilitate the implementation of the service design framework. This includes establishing a customer experience measurement framework and identifying key metrics for evaluating experience quality, satisfaction, and loyalty.
4. Establish a well-defined reporting structure and mechanisms for the service design activities, ensuring transparency and accountability.
5. Conduct regular desktop research to stay updated on the latest trends in service design and design thinking and maintain a repository of leading practices in the field.
6. Implement a governance framework for service management to maintain consistent and accurate service details across the organization's service catalogue.
7. Create and maintain a service management framework that enables seamless creation, updates, and removal of services and channels, while ensuring controlled and measured change activities.
8. Ensure service information is consistently available across all client service delivery channels, providing customers with a seamless and integrated omnichannel experience.
9. Initiate, develop, and monitor projects and initiatives related to service and customer experience design, including corporate services and experiences.
10. Establish a customer experience framework that encompasses all services, agencies, and sectors, catering to both business and individual customer segments.
11. Incorporate co-creation concepts by involving customers in service and channel improvements through Voice of Customer reports, workshops, focus groups, and other feedback channels, ensuring alignment with customer needs.
12. Utilize customer insights and journey mapping to identify and prioritize critical moments of truth, enhancing the overall experience.
13. Drive change by establishing a cross-client experience accountability matrix and maintaining a list of top customer experience improvement initiatives.
14. Foster a customer-centric culture through promoting behaviors, practices, and standards that encourage all employees to prioritize delivering exceptional customer experiences.
RequirementsKey Responsibilities-
1. Collaborate with stakeholders to develop a comprehensive customer experience and service design framework that clearly defines the direction of the desired customer experience in alignment with client’s strategy and core values.
2. Develop and test procedures, work processes, documentation, and related materials to support the implementation of the service design framework. This includes creating a customer experience measurement framework and identifying key metrics for assessing experience quality, satisfaction, and loyalty.
3. Work with all relevant parties within client to establish a clear reporting structure and effective mechanisms for service design activities.
4. Ensure proper maintenance and central control of all reporting, supporting procedures, and documentation related to change council activities within client.
5. Ensure adherence to service development and improvement policies for channels and services across client, fostering consistency and continuous enhancement.
6. Manage the creation, update, and removal of services and channels within the service catalogue. Collaborate closely with service owners to ensure consistent changes across all channels based on specific requirements.
7. Measure the impact of changes made to services and channels through the change council process. Communicate with agencies, sectors, service and channel owners to accurately assess the impact and provide reports to the Customer Happiness Department.
8. Follow up on projects and initiatives related to the design and maintenance of services and customer experience, including both corporate services and experiences.
9. Provide support in the development of a customer experience framework that encompasses all services, agencies, sectors, and segments of business and individual customers.
10. Utilize customer insights and customer journey mapping techniques to define, prioritize, and enhance critical moments of truth in the customer experience journey.
11. Drive change by developing a cross-client experience accountability matrix and maintain a dedicated list of top customer experience improvement initiatives.
12. Foster a customer-centric culture by promoting behaviors, practices, and standards that encourage all employees to prioritize delivering outstanding customer experiences.
13. Report results, insights, and recommend actions to improve the quality of services and service delivery channels, aiming for a superior customer experience.
14. Follow a well-defined design process for creating or modifying experiences, ensuring consistency and effectiveness.
15. Implement communication strategies and tactics to effectively convey the importance of customer experience to employees and customers.
16. Ensure the availability of service information across all client service delivery channels in a consistent and well-maintained manner, offering a seamless omni-channel experience for customers.
