Customer Experience Designer
Job Description
Consistently improve the quality of eCommerce/Telesales experience
Continually review and evolve the capture of the process, oversee and organize every interaction between the customer and eCommerce/Telesales throughout the lifecycle, liaise with relevant business owners to champion change and lead prioritized service delivery improvement.
Deliver proper initiatives to improve the customer experience including website/social media/Toll-Free and all lead management activities
Use Net Promoter Score and other tools to measure improvements over time
Collate and analyse customer expression of dissatisfaction, complaints, mystery shopper and NPS feedback to ensure that NPS is at the highest level within the automotive market
Create and provide knowledge and training on initiative and changes, so we create experts everywhere
Qualifications
Able to analyse customer metrics, including NPS
Challenges all process that impact our customer receiving the possible experience
Constructively and continually challenges organization norms, looks for creative solutions to deliver tangible improvement
Implements and monitors improved governance, standardized process, and procedures
Leads the development of new solutions to meet customer's changing expectations
Bachelor's degree with excellent command in MS programs
Please send your CV to sulamisa@alj.com
