VoC Strategy Leader (BB-C9BE4)

Found in: Talent UK

Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor's Degree Travel Percentage : 0%Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.About the teamThe FIS Voice of the Customer (VoC) team / program captures customer's feedback about their experiences with and expectations for our products and services along the entire customer lifecycle. It focuses on understanding customer needs and expectations to drive corrective actions and inform Product, Service, Sales and Marketing strategies.What you will be doingFor this newly created role FIS is searching for an experienced and visionary VoC Strategy Leader that can turn insights into strategy. You must have analytical, process-oriented, and strategic skillsets and multiple years of experience with customer research methodologies. You will uncover the business challenges of the company's client base (ranging from small merchants to ecommerce giants and financial institutions). You'll have the opportunity to drive high impact change through data-driven insights.Developing a CX strategy:Critically evaluating client feedback across all business segments and identifying opportunities to improve the Client Experience at significant client pain points, in order to drive commercial successWorking with cross-functional stakeholders to design and develop CX improvement initiatives and embed these within the relevant business areasTranslating and synthesizing VoC data, churn data, financial data, customer segmentation data and operational data into actionable insights and powerful stories that drive the CX change agenda within the businessIdentifying and applying CX best practice from competitors and wider industries, in relation to internal CX management and enablement, as well as client-facing propositions (across Product, Price, Service, Technology, etc.)Building the ‘case for change’ – telling the story behind CX initiatives and client needs in an engaging way, to demonstrate their value to key stakeholdersDelivery of CX improvements:Building out and leading governance of the programme of CX activities across business unitsUtilizing project management skills to ensure that improvements are implemented effectively and efficiently managing risk and changeHelping to build business cases, where required, to secure funding and support the implementation of CX initiativesMeasuring and tracking the success of CX initiatives against relevant KPIsBusiness engagement and stakeholder management:Designing and using a variety of tools and techniques, including workshops, multimedia, dashboards and presentations, to drive engagement in CX at all levels of the business, from senior executives to front-line, client-facing staffWinning buy-in from senior stakeholders and using this to drive improvement activitiesChampioning Client Experience across the business to promote it as a priority across both front-office and back-office functionsEngaging with clients to conduct research and validate CX improvement initiativesIdentifying and delivering improvements in how CX performance, strategy and activity are communicated across the business, to enable culture change and buy-inWhat you bring:• Bachelor’s degree or above from a selective university• 5+ years of experience working in the Customer/Client Experience field, ideally within a large organization, to support improvements in relevant CX metrics (NPS, CES, CSI, etc.)• Experience designing, developing and delivering CX improvement initiatives within large organizations (particularly where these changes have also enabled operational or financial benefits for the organization)• Experience and understanding of CX best practice and approaches (customer journey mapping, personas, CX measurement and insights, experience design, employee experience, organizational engagement, etc.)• Effective at engaging with and influencing stakeholders at all levels and across different functions• Strong written and verbal presentation skills (combining data, research and customer stories to create engaging cases for change that win over stakeholders at all levels)• Able to identify and build clear links between Customer Experience and commercial business objectives• Experience working with Voice of the Customer insights programsAdded bonus if you have:• Project management experience• Top tier consulting backgroundWhat we offer you• A competitive salary and benefits• A work environment built on collaboration, flexibility and respect• A multifaceted job with a high degree of responsibility• A modern, international work environment and a dedicated and motivated teamPrivacy StatementFIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

calendar_today5 days ago


info Full time

location_on England, United Kingdom

work FIS

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