Customer Experience Lead

The role of the customer experience lead exceeds customer service management. They plan with business executives new and innovative ways to address customer issues.

Primary Responsibilities 

Plan with business executives and stakeholders

The role of the customer experience lead exceeds customer service management. They plan with business executives new and innovative ways to address customer issues. They also discuss new initiatives with stakeholders in sales, marketing, customer support and senior leadership and they're involved in improving the company's brand.

Design and improve customer experience

This begins with understanding the customers and their specific needs. The customer experience lead can then create a clear customer experience vision. This is a statement on how they intend to serve the customers. For instance, the customer experience vision could be Deliver exceptional experiences with every single interaction creating life-long clients that in addition to staying, also inform their friends about us. Once this is clear, the CXM then designs a customer experience strategy. This outlines how they intend to perform the vision.

Key Responsibilities

• Design the target customer experience across the E2E customer journey for direct customers and channel partners
• Perform customer journey mapping and identify the moments that matter most to customers using customer insight, data and research
• Document current customer journeys and identify and validate pain points using business and customer insight and data. Design interim customer journeys to address immediate pain points together with designing the target customer journey across human and digital mediums
• Align target customer experience with Inmarsat’s customer promise and identify ways to demonstrate and deliver on promises across the customer journeys
• Accountable for delivery of CX improvements identified through the journey mapping work
• Identify and baseline key metrics to measure the impact of the improvements
• Raise awareness of and train colleagues on the importance and techniques of customer centric design methodology
• Develop an enabling customer centric culture where everyone understands and embraces the role they place both individually and as part of a team in delivering exceptional customer experiences. 

Essential Knowledge and Skills

• Significant Customer Experience Design (CxD) responsibility with proven record of delivering improved CSAT and NPS scores, growing revenue and reducing churn
• 5+ years’ experience in Omni channel CxD within a multi-national organisation driving transformational change
• Strong background with CxD methodology and tools (e.g. Figma, Service Blueprinting).
• Strong influencing skills to create a Customer 1st culture and mobilise the organisation
• Proactive manager of stakeholders, with an ability to build credibility, trust and rapport at all levels (including C-levels) within a matrix organisation.