Customer Experience Transformation Lead
5 days ago
This role involves developing and implementing programs to enhance customer experience and business efficiency. The ideal candidate will collaborate with teams across Calor Ireland to drive customer experience initiatives and continuous improvement projects.
- Program manage the roadmap to deliver agreed initiatives as part of the customer experience program.
- Support the development of Voice of the Customer (VoC) reports, analyze data, and identify key opportunities for improvement.
- Map end-to-end customer journeys, workshop 'to be' states, and create detailed maps to illustrate customer experiences across various channels and touchpoints.
The successful candidate will have a minimum of 3 years' experience in a customer experience/continuous improvement role, education to degree level or highly relevant compensating work experience in the service/energy industry.
Key Responsibilities- Develop and implement customer experience strategies aligned with Calor's Accelerate28 strategy.
- Analyze quantitative and qualitative data from NPS, customer interactions, survey feedback, and market research to identify trends and insights.
- Collaborate with stakeholders to ensure recommendations are being actioned and measured against KPIs.
- Strategic thinking and ability to align long-term strategies with business goals.
- Proficiency in data-driven decision making using analytics to inform strategies.
- Proven experience managing projects in a collaborative approach, working across business units, to drive results from conception to completion.
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