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Head of Customer Experience & Service Design – Horsham

by • January 10, 2019 • Call Centre JobsComments (0)69

Head of Customer Experience & Service Design – £70,000 – £85,000 + Benefits – Horsham

RD / 16478290

About the Client 

An outstanding national and international business with the desire to deliver customer excellence at all touchpoints is looking for an individual to drive forward service proposition across all customer touchpoints – in particular across their UK and International Contact Centres and digital services

About the Role

My client is an innovative organisation and they have currently created a new role of ‘Customer Experience & Service Designer’ at an exciting time for this company,

This will be a hands on Customer Service Design role – firstly you will be understanding and developing

The role will then involve the design, deployment and continual development of the organisational Contact Centre programme across all customer journeys – whether these are contact centre, digital or associated channels to develop a truly integrated Customer strategy that the business believes in and customers are provided with.

What we are looking for

  • Create Customer Service maps and processes across different channels and product types to propose and recommend improvements  in collaboration with other stakeholders
  • Lead channel strategy design
  • Optimise available channels
  • Investigate new technologies to support CX and Customer Service Delivery
  • Advocate adoption of new channels
  • Act as  voice of customer
  • Operate as CX stakeholder in Product and proposition initiates and projects
  • Delivers product enhancement

About the Offer

c.£70,000 – £85,000 + Benefits, depending on experience 

Contact

Rob Dermott, Director on 0161 234 0354 or email customer.contact@psdgroup.com

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