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Transformation Director - Customer Experience

  • Location:

    Manchester, Greater Manchester

  • Job type:

    Contract

  • Sector:

    Morson

  • Salary:

    £1000.00 - £1500.00 per day

  • Contact:

    Louise Ellis

  • Contact email:

    Louise.Ellis@morson.com

  • Job ref:

    153050LEL_1541692421

  • Published:

    5 days ago

  • Duration:

    6-12 months

  • Expiry date:

    2018-11-29

  • Start date:

    ASAP

  • Client:

    Morson International

Transformation Director - Customer Experience

The purpose of the role is to lead the Transformation of The Customer Experiences by affecting a cultural change that is necessary to make such a change sustainable and authentic, this change will be required across the organisation as a whole.

Accountabilities include;

* Promoting and embedding the customer experience, across all levels by developing and refining the correctional work streams
* Establishing and championing Customer Service and turning these aspirations into tangible implementation plans
* Ensuring that customer satisfaction and experience can be measured in near real-time, and provide data for, continuous improvement and 'in the moment' customer service recovery
* Identifying and implementing process improvements (including the use of Technology) to ensure they provide a hassle-free, friendly and efficient service
* Driving short-term positive change, through early quick-wins that help build momentum and confidence in the Transformation Programme
* Ensuring short term gains can be embedded and affect cultural change over the medium term, through the use of training, coaching, upskilling, empirical data to demonstrate trends and a shift in how and when customer or guest satisfaction is discussed
* Ensuring the programme has clear governance (inclusive of decision-making, stakeholder management plan and Communications plan (including internal and external interventions) such that this multi-faceted, multi-discipline, multi-stakeholder change programme has the foundations for success.

Skills and experience required;


* Minimum of ten years experience, preferably within an organisation of similar complexity (Matrix, multi-site, multi-stakeholder, live-operational environment, omni-channel, broad colleague base)
* Demonstrable successful track-record of large-scale cultural change programmes, ideally with a customer service focus
* Understanding of the importance of data to influence/support decisions/investments
* Understanding of a Customers journey through in order to influence improvements
* An excellent negotiator, with excellent interpersonal skills, having the ability to engage at different levels, with differing audiences
* Ideally educated to degree level