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Western Europe Customer Experience Lead

Location: (Flexible)

Are you someone with a passion for evolving our ways of working and delivering real lasting change? Can you work within a virtual team, of multi-skilled people from across the region, with a common purpose to Drive a culture of customer centricity and ensure that we exceed our customer’s expectations by delivering the right experiences?

Do you want to shape your world and change the way the world works? Do you want to collaborate and achieve together with committed people to grow Fujitsu’s differentiation and create an environment of customer centricity with customer feedback and a culture of continual review and improvement / development at its heart? This is your world and your opportunity to shape it for the better.

As a Customer Experience Lead you will work with account teams to support the adoption and successful implementation of the Customer Experience Framework across the Western Europe Region. Will enable the structure required to ensure that customer insights drive actions to resolve pain points and improve experiences. Action ownership, tracking and measurement will be established, along with feedback loops between customers and delivery teams to demonstrate proactivity and responsiveness, outcome value and build trust. You will work with the account teams to ensure success on improving our client´s experiences with measured outcome of improvement on the CX metrics (NPS, Whitelane Survey, etc)

You will be responsible for:

• Manage and support the introduction of the CX Framework across Western Europe

• Working directly with Head of Delivery and account teams (and clients when applicable) with the relevant techniques to understand customer insights and improving customer experience

• Coaching individuals on the countries and account ensuring they understand how to adopt & embed the CX framework and CX initiatives

• Supporting the Head of Delivery in the countries, CX coaches and Accounts in setting their CX vision, goals, and objectives

• Supporting the account CX Leader and, if necessary, other account team members in learning to use the Consultancy tools and techniques that underpin the CX initiatives

• Support the Head of Delivery in the countries and accounts to interpret CX survey results (ie: NPS, Whitelane), and ensure that those customer insights drive actions in the accounts to resolve pain points and improve experiences. And establish structure for action ownership and tracking.

• Actively engage with Customer Experience Performance Centre and CX Stakeholder community

• Share lessons to benefit others on the journey to improving customer experience

• Employee Experience and Customer Experience are intrinsically connected. Customer Experience lead will also support to drive actions with the countries to improve employee experience.

• Evangelising about customer and employee experience and drive towards a culture of customer and employee centricity

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Kwalificaties - Intern

Our ideal candidate will have proven experience in:

• Playing a key role in successful business, cultural change and transformation activities required to realize the desired state

• Knowledge and familiarity with popular CX metrics (NPS, Whitelane Survey, C-Sat (Customer Satisfaction), etc)

• Customer and Employee Experience Design, applying business design thinking, business analysis, co-creation and innovative thinking to map and design employee and customer life cycles, storyboarding customer journeys, Results Chain

• Understanding and experience of Coaching and engagement techniques

• Using consultancy techniques and methods to deliver value

• Basic agile techniques, working iteratively, engaging with users throughout, delivering in short sprints as well as familiar with associated agile behaviors

• Developing business cases and benefits for the recommended activities around a roadmap

• Assuring quality completion of deliverables and outputs, in line with set goals and objectives

• Deep listening techniques and genuinely understanding and empathising with other’s point of view

• Identifying, understanding and successfully working with different social styles and personality types

• Helping others to learn, grow and become better professionals, enabling people to take on fresh challenges with confidence

• Facilitating and teaching, with an ability to provide immersive facilitation techniques appropriate to the situation and audience

Who are you? To succeed in this role, we hope you to be:

• Successful at Helping teams to adopt new ideas

• Not afraid to challenge ideas and ask questions to support credibility

• Comfortable talking to customers & driving conversations at Executive level

• Eager to widen your skill sets, be knowledgeable, plus grow and share your consulting skills

• Be inquisitive and empathetic & collaborative by nature

Requisition ID : 16398