Customer Experience Strategy Lead - London, United Kingdom - Inmarsat

Inmarsat

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Key Responsibilities:

Develop Inmarsat's Customer Experience strategy and the transformational 'customer plan' to deliver the CSAT and NPS targets by 2024 and beyond.
Improve the organisations Customer Experience maturity by defining the Target customer experience so that it is a positive differentiator in the market and is recognisable as the 'Inmarsat' experience
Align target customer experience with Inmarsat's customer promise and identify ways to demonstrate and deliver on promises across the customer journeys
Develop an enabling customer centric culture where everyone understands and embraces the role they play both individually and as part of a team in delivering exceptional customer experiences. This include WIIFM, WDIMF, WDINTDD
Lead a hybrid team of Inmarsat and 3rd party resources to perform customer journey mapping and identify the moments that matter most to customers using customer insight, data and research. Identify and validate pain points and oversee the design of interim customer journeys to address immediate pain points together with designing the target customer journey across human and digital mediums
Accountable for delivery of CX improvements identified through the journey mapping work. Mobilize the organisation across 5 business units and 5 central functions to allocate resources to delivering the improvement initiatives.
Provide assurance that the identified improvements are successfully delivered through the uplift in the VOC metrics
Provide thought leadership in terms of global customer experience research, trends and best practice, and what this means for Inmarsat

Qualifications:

Essential Knowledge and Skills:

Have 5+ years' experience and a strong results based track record of creating and implementing customerled strategies and achieving a step change in CSAT, NPS, customer attraction, retention and development
Have strong experience in delivering strategic projects with clear, practical and actionable recommendations
Be an excellent communicator both orally and through developing presentation material
Be highly adept at building strong business relationships across multiple levels and divisions
Strong capability in structured problem solving, storyboarding and guiding the supporting analysis
Strong communication skills via written communication, presentation development and oral presentation
Strong business engagement, facilitation and influencing skills
Passionate about customer experience and driving to insight
Display strong thought leadership in transforming customer experience
Have 2+ years' experience in telecommunications or similar services industry

Additional Information:

You must be eligible to work in this location advertised.

Inmarsat Values:

Our values define Inmarsat's culture and represent what we believe in.

Inmarsat employees aspire to certain behaviours which support our corporate values, they create a stronger working environment and lie at the heart of our continued success as an organisation.

Customer
Providing a unique value to our customers
Accountability taking ownership, getting results and keeping our promises
Respect collaborating, embracing diversity and valuing differences
Excellence creating bold solutions for our customers and putting quality at the heart of everything we do