Customer Experience Practioner

Job Description

Job Title: Customer Experience Practioner

Location: Mississauga - 3 days reporting to site

Job Category: Customer & Employee Experience, and Service Excellence

Job Description:

We are seeking a highly motivated and experienced Customer Experience and Service Excellence Manager to join our team. The ideal candidate will be responsible for enhancing service and operational excellence, identifying opportunities for improvement, implementing best practices, and leading initiatives to optimize customer and employee experiences.

Key Responsibilities:

Customer Experience (CX):

Onboard client's teams to the CX Program by conducting in-depth Customer Learning sessions, CX Maturity Assessments, and Voice of the Customer analysis.

Design, conduct, and evaluate studies to identify key customer interactions that need attention or improvement, documenting requirements.

Develop personas, journey maps, and other tools to lead teams through problem-solving of complex business and technical challenges that directly impact the customer experience.

Analyze, quantify, and clearly articulate the value derived from program actions.

Design new and innovative customer interactions and touchpoints to enhance and differentiate our customer experience.

Prioritize, manage, and deliver people/process/technology initiatives that optimize the Customer Experience end-to-end and result in quantifiable CX metric improvements.

Provide thought leadership on the latest CX strategies and tools and seek to constantly advance HCL's position as a leader in Digital Workplace Services.

Regularly communicate progress and opportunities to all levels of the organization using engaging and informative content.

Effectively influence fellow leaders and team members to gain support for the CX Program with data and persuasion. Evangelize the Customer Experience mission and vision to all levels of the organization.

Service Improvement and Continuous Service Improvement (CSI):

Review and recommend service level hygiene and improvement.

Proactively assess operational practices across people, processes, and tools.

Drive Continual Service Improvement Programs across various client and digital workplace services domains.

Conduct Customer Experience/Technology Roadmap Workshops and create roadmaps to support efforts.

Foundation Services: Maturity Assessment, Benchmarking, and Best Practice Sharing:

Conduct GAP/Maturity assessments and share results with action plans.

Conduct predictive analysis for performance, productivity, and process improvement suggestions.

Performance benchmarking with recommendations.

Establish best practice guidelines and frameworks.

Identify and enable learning and development opportunities.

Establish 360 connect and feedback channels with internal and external customers/stakeholders.

Establish business guidelines and validate new deals and renewals.

Change Enablement (BCM):

Understand the challenges users face adapting to new digital technologies and ways of working.

Conduct workshops, interviews, surveys, focus group studies, and other engaging activities across the customer's organization to collect and analyze user behavior data.

Define and track adoption metrics across multiple initiatives in a program by analyzing tool usage data, monitoring end-user adoption, and devising adoption campaigns that include key learning objectives and change management activities.

Implement change strategies and plans for multiple engagements that can cross-functional boundaries.

Integrate change management with product management and influence successful mitigation strategies with integrating best practices, change management efforts, and interacting with key stakeholders to enable communication efforts.

Practice Development:

Publish best practices, case studies, white papers, and success stories.

Establish an Innovation Council and identify opportunities for innovation, experience tools, and optimization.

Qualifications:

Bachelor's degree in Business Administration, Management Information Systems, Information Sciences, Engineering, Computer Science, or a related field.

Overall 10+ years with 5+ years of progressive experience in Service Delivery, Operations Management, or Customer Support.

Strong program management experience, including strategic planning, organization, execution, and follow-through.

Strong data gathering and analytical skills which translate to action for improvement.

Good presentation skills to build and share inspiring visual stories and use cases.