Global Cs Customer Experience - Houghton le Spring, United Kingdom - Just eat Takeaway

Just eat Takeaway

Verified Company

Houghton le Spring, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Location is flexible to; London, Amsterdam, Berlin or Sunderland

This role is the driving intellectual force that will help create a sector-leading customer service experience across all JET markets.

This an exciting opportunity to be the leading voice in the design, creation and implementation of our Global CS Customer Experience.

This role will include responsibility for customer experience, process, policy and tooling, setting up the CS front line for success.

The focus is on making real-life operational improvements to drive exceptional experiences, to create insight to influence the CX CS agenda globally and to bring together the very best practices across all markets.

You will be accountable for the Customer Experience strategic roadmap, delivering measurable KPI improvements to meet monthly CS targets.

You will manage tactical delivery with longer term strategic programme design and delivery and must be able to blend strategy with pragmatism and flex according to situation and priorities.

The role will include leading a team of specialists to initiate and deliver the pipeline of operational improvements needed to hit our annual KPI targets and longer-term vision.

Your role will be to manage senior stakeholders including the Regional Operational Directors in CS. You will be accountable for setting the CX CS agenda globally and bringing it to life.

You will work closely with the Country Management teams, Data / BI teams, P&T, WFM, and Ops leadership to identify the priorities and then engage our Delivery & Change specialists to ensure initiatives are prioritised and delivered into the Operation.

Senior stakeholder engagement is essential; you will be as comfortable talking to agents and Operational experts as you will be engaging with cross-organizational leadership teams.

Experience, Competencies & Qualifications

Previous experience in leading a team of senior managers and experts in Operational Excellence e.g. Process and Policy managers, Business Improvement professionals and Subject Matter Experts
Previous Strategy Design experience. Ideally within a tech company
Action/delivery oriented and pragmatic decisionmaker.
Proven ability to identify experience improvement opportunities and fix them proactively
Ability to manage tactical delivery with longer term strategic programme design and delivery
Must be able to blend strategy with pragmatism and flex according to situation and priorities.
A natural influencer and collaborator, at ease with complex and matrix organisational structures.
Able to take the lead and develop programs that cut across multiple departments.
Will be able to lead matrix teams with respect and be able to influence a range of stakeholders with a key focus on building effective and impactful working relationships.
Knowledgeable in business improvement and CI tools, techniques and approaches to coach and mentor a team.
Professional Business Improvement training required

Key Responsibilities:

Core:

Design and deliver an e2e Customer Experience Improvement Programme:
Design and develop the Customer Service Experience Strategy inc Social
Owns the e2e customer service journey experience flows, channel & contact strat, customer comms, policy, process
Develops the VOC and Satisfaction Mechanism
Responsible for the CS Complaints Programme
Advisor tool ownership e.g. Zendesk and Talk Desk
Owns the Application Management team (3rd party tools)
Will be required to deliver a 'back to the floor' programme, model office functionality and insights/mystery shopping programme