Position: Customer Experience (CX) Specialist

Customer Experience (CX) Specialist

Employment type: 6-month contract
Location: UK wide
Salary: Market rate
Recruiter: Mike Swetman

The role of the Customer Experience (CX) Specialist is to ensure that our client’s technology and other capabilities deliver an efficient, effective and consistent customer and employee experience across all touchpoints and at all stages of relevant customer and employee journeys.

You will need to start with the customer experience and work back towards the technology – not the other way around; data and technology are the foundation of today’s customer experience efforts and you will therefore need to have a good understanding of all the tools,  methods and technologies that help businesses deliver, manage, measure and improve customer experience.

Core knowledge required:

  • A high level of knowledge of the Customer Experience domain and complementary methods, e.g. Lean Six Sigma, Agile, Design Thinking etc. with strong knowledge of technology processes and tech functions
  • Transfer knowledge and expertise to members of Strategy & Architecture and wider Technology teams, if necessary by running formal training
  • If required, provide advice to and/or seek to learn from partners, client teams and/or clients that are seeking to implement or improve their use of Customer Experience methods in technology

Core tasks:

  • Communicate regularly with internal stakeholders incl. customer/employee-facing teams and Back Office teams to identify CX gaps across all touchpoints and channels for all types of customer interaction
  • Ellicit, collect, track and analyse customer feedback and data suggesting improvements based on the insights gathered
  • Leverage the technical, business and design expertise of experienced, multidisciplinary teams with skills in CX, data science, business management and technology to develop solutions to the identified gaps
  • Generate value through customer and employee initiatives, with a clear performance focus, ensuring that initiatives rapidly deliver value
  • Provide input to future operating models that seek to deliver the best possible customer experience
  • Ensure that CX/EX strategies are aligned to broader business goals and outcomes

CX Governance:

  • Support the development of business cases and benefits tracking
  • Help define and measure KPIs such as NPS to gauge how Technology is performing on CX/EX parameters
  • Ensure that customer and digital transformation projects are effectively scoped, managed and delivered on time, to budget and within agreed risk frameworks
  • Build and execute project plans and manage any risks, issues and dependencies appropriately

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