Expert Customer Service Experience

CUSTOMER EXPERIENCE EMEA SME INSURANCE/LONDON - LOCATION: BASED IN LONDON - RATE: NEG - CONTRACT - 6 MONTHS

Our client is one of the World's Largest blue chip Insurance Organisations that is looking for a Customer Experience EMEA SME based in London.

CUSTOMER EXPERIENCE EMEA SME SPECIFIC TASKS:

- Works in close cooperation with the regional CX lead
- Heads the local CX team
- Provides guidance, day-to-day support to the team for any question related to the tasks given
- Actively identifies and structures required actions/tasks in line with the overall project approach to successfully complete the defined pilot milestones.
- Actively obtains feedback from the Regional CX lead on actions/tasks proposed, implements feedback and directions given
- Is responsible to map current processes/customer journeys and to identify current challenges/pain points in the customer experience. Initializes and oversees additional analyses wherever needed
- Supports with developing a measurement approach to track the impact of the pilot and the quality of the experiences delivered through identifying suitable internal and external metrics
- Defining an overall customer experience vision and proposition
- Integrates outputs from the mapping stage with other data sources, esp. with the findings from qualitative customer research and competitive benchmarking to complete the pain point analysis, but also to identify how to differentiate from competition
- Develops an action plan on how to optimize the experiences on a strategic and operational level
- Prioritizes actions according their estimates cost benefit relation
- Supports the processes of
- Defining and prioritizing (cost-benefits considerations) actions to deliver the desired CX

CUSTOMER EXPERIENCE EMEA SME WILL PROVIDES GUIDANCE THE LOCAL, OPERATIONAL PROJECT MANAGER ON TASKS SUCH AS - - Development of project plans
- Assignment of tasks to team members
- Tacking of task completion including following up where needed and quality checking the inputs delivered
- Moderation of meeting/workshops
- Preparation presentations
- Preparation of regular project reports
- Identification/flagging potential issues (timing, deliveries, quality) that endanger the deliver-ables, esp. with regional project management

CUSTOMER EXPERIENCE EMEA SME RESPONSIBILITIES:

- Take leadership in running the customer experience
- Support the regional EMEA Customer Experience lead-full time in driving the overall regional CX agenda
- Building a multi-channel and multi-touch point VOC program in defined EMEA countries
- Outlining a road-map how to set-up and run a meaningful CX program in EMEA countries
- The or practical experience around defining and delivering optimized customer experience

CUSTOMER EXPERIENCE EMEA SME EXPERIENCE/SKILLS:

- Experienced in working with different stakeholder groups and seniority levels
- Strong analytical, strategic and implementation skills
- Self-starting personality with ability to learn quickly and operate in a new setting/environment
- Process improvements
- Experienced in working in a multinational, multicultural setting
- Proven multi-year experience in managing large scale, cross-functional projects
- Customer Journeys

CUSTOMER EXPERIENCE EMEA SME ADDITIONAL REQUIREMENTS:

- TRAVEL ACROSS EUROPE AND ISRAEL (ESSENTIAL, CANDIDATE MUST BE ABLE TO TRAVEL)
- EXCELLENT ENGLISH (SPEAKING & WRITING)
- HEBREW (SPEAKING & WRITING) - "BENEFICIAL"

*If you feel that you are an ideal candidate and match ALL the requirements above please contact Georgina in the London office*