Roles & Responsibilities
--to define a future state vision for the cross channel customer experience, and developing strategies aligned to that vision.
-- to understand/define/refine the customer segments and develop insight into customer behaviours and propensities.
--to identify the people, process, and technology capabilities required to deliver desired customer experiences in market, and then plan for the implementation of those experiences.
--Analysing "voice of the customer" (VOC) and behavioural information to understand why customers are satisfied/dissatisfied, along with their attitudes, motivations etc. to develop deep insights into customer needs and behaviours
--Designing customer experiences (CE), that reflect the client`s customer strategy, enhance satisfaction, and are profitable for the client
--Translating high level experience design into specific treatments which customers will receive for each type of interaction, across channels and throughout their relationship
--Executing CE assessments and gap analyses (VOC, Best Practices, Competitive)
--Producing the CE Life Cycle and touch-point Maps and Interaction Occasions
Profile / Skill Sets*:
--Operational or strategic exposure to contact centers
--Analytical and quantitative skills
--Marketing strategy experience
--Market Research skills with survey results and analysis
--Customer Experience definition
--Customer Segmentation techniques