Customer Service Innovation - Watford, United Kingdom - TJX Europe

TJX Europe

Verified Company

Watford, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Variety and Challenge. Growth and Opportunity.

In the retail business, we move fast. We're always adapting, evolving and innovating. And the fast pace brings variety and challenge, along with continued growth and opportunity.

Job Summary

Lead the delivery of innovation programmes in Customer Service.

Partnering with internal and external resources (including third parties) to ensure your team's successful delivery of solutions required to support future innovation for Customer Service.

Key Responsibilities

Lead a team which is responsible for creating a forward-looking view of innovation through Continuous Improvement and Intelligent Automation for the Customer Service function.

Lead a team of CI specialists delivering new capabilities that drive business results across one or more projects from initialization through to implementation.

Ensure that activities align with the Customer Service long range plan and build towards delivering on efficiency targets.

Define project delivery success criteria.

Monitor team project activities and report on project status to the Customer Service Leadership Team ensuring that assigned projects are completed on time and provide desired business outcomes.

Oversee the timely and effective project communication, management and reporting with all delivery stakeholders and partners.

Provide support to business during project implementations.

Define and create a backlog for automation which supports the function's future innovation goals.

Lead the Intelligent Automation and Robotic Process Automation journey within the function.

Key Skills, Knowledge & Experience

Strong leader and communicator with experience of training and mentoring others and leading project teams.

Understanding of business levers that drive Customer experience, engagement and Customer loyalty.

Knowledge of Lean Six Sigma or other Continuous Improvement methodology (Green Belt or equivalent certification is highly desirable).

Ability to handle large project and/or a portfolio of projects.

Ability to plan, prioritise and quickly adapt to a fast-paced environment.

Strong organizational, presentation, and business partnering skills.

Ability to influence at all levels

What's In It For You?