Tirane, ofrohet vend pune Customer Experience Specialist
- Tirane
- Tipi
-
- me orar te plote
- Fusha | Profili i punes
-
- Sherbim Klienti
- Gjuha
-
- Eksperienca
- vetem me eksperience
CX role owns customer journey design. The CX defines and communicates what the customer experience should be.
The process is used not just for new products, but also has a role to play in the continuous improvement of capabilities, processes, and experiences across the business.
Key accountabilities and decision ownership
• Understand WHAT customer expectations are along their journey, Define WHEN and WHERE along the journey they are open to brand interaction, Identify Moments of Truth and where we stand today including feelings and thoughts of the customers
• Identify customer insights related to customer experience and design the experience in order to meet customer expectations for any new service or product.
• Monitor the experience across all organization segments & touchpoints including network and correlate the results with the NPS
• Identify Experience gaps vs customer expectations across segments (Consumer, Business) and touchpoints and design action plan to eliminate root causes; the proposed design is approved in cooperation with the segments.
• Define the target customer experience blueprint for products and services (how the product service will be delivered and handled), using the voice of customer and defining what should not be compromised.
• Maintain and iterate customer experience against the goals in a consistent and repeatable manner
Core competencies, knowledge and experience:
• Extremely good understanding of the customer either from a touchpoint, or, marketing perspective
• High sense of urgency and Passion for results
• Excellent oral ,written and interpersonal communication skills
• Great attention-to-detail
• Strong influence skills
• Strong Critical thinking and problem solving skills
• Strong follow up and perseverance
• Highly self-motivated and directed
Must have technical / professional qualifications:
• Strong operational background and project management skills with experience with cross-functional teams
• Strong desire to collaborate, share, drive best practices cross-functionally and globally
• Self-motivated, entrepreneurial, and dealing with ambiguity
• Ability to effectively prioritize and manage tasks within a fast-paced environment
• Excellent business sense, passion for solving problem, and strong analytical skills
• 2+ years of relevant experience in channel operations, sales, quality assurance or sales development
• University diploma on Business Administration.
Please perform your application form by sending your CV in the below email: humanresources.al@vodafone.com
NOTE: The Recruiting and employment process will be via Vodafone Partner and Dealers.
The process is used not just for new products, but also has a role to play in the continuous improvement of capabilities, processes, and experiences across the business.
Key accountabilities and decision ownership
• Understand WHAT customer expectations are along their journey, Define WHEN and WHERE along the journey they are open to brand interaction, Identify Moments of Truth and where we stand today including feelings and thoughts of the customers
• Identify customer insights related to customer experience and design the experience in order to meet customer expectations for any new service or product.
• Monitor the experience across all organization segments & touchpoints including network and correlate the results with the NPS
• Identify Experience gaps vs customer expectations across segments (Consumer, Business) and touchpoints and design action plan to eliminate root causes; the proposed design is approved in cooperation with the segments.
• Define the target customer experience blueprint for products and services (how the product service will be delivered and handled), using the voice of customer and defining what should not be compromised.
• Maintain and iterate customer experience against the goals in a consistent and repeatable manner
Core competencies, knowledge and experience:
• Extremely good understanding of the customer either from a touchpoint, or, marketing perspective
• High sense of urgency and Passion for results
• Excellent oral ,written and interpersonal communication skills
• Great attention-to-detail
• Strong influence skills
• Strong Critical thinking and problem solving skills
• Strong follow up and perseverance
• Highly self-motivated and directed
Must have technical / professional qualifications:
• Strong operational background and project management skills with experience with cross-functional teams
• Strong desire to collaborate, share, drive best practices cross-functionally and globally
• Self-motivated, entrepreneurial, and dealing with ambiguity
• Ability to effectively prioritize and manage tasks within a fast-paced environment
• Excellent business sense, passion for solving problem, and strong analytical skills
• 2+ years of relevant experience in channel operations, sales, quality assurance or sales development
• University diploma on Business Administration.
Please perform your application form by sending your CV in the below email: humanresources.al@vodafone.com
NOTE: The Recruiting and employment process will be via Vodafone Partner and Dealers.