Customer Experience Manager Bardi

Customer Experience Manager
Bardi
Emilia Romagna, Bardi

Customer Experience Manager

Digital Experience Office lead will be held accountable for the following responsibilities:

Lead and Orchestrate Digital Experience Office to ensure Service Excellence, Digital Transformation and Automation adoption, drive Innovation in customer Digital Work Place environment and new end user services adoption

Monitor overall performance to ensure customers are receiving the highest level of service by meeting expected Employee Digital Experience

Understand the metrics used to measure all aspects of service delivery

Collaborate with Analytics Platforms and Tools team to build and refine Dashboards and metrics.

Work closely with Quality Assurance to ensure CSAT

Conduct data analysis to derive actionable insights for continuous User Experience improvement and informed business decisions

Work closely with customer to identify areas of improvementand adjust priorities

Analyse performance through various statistical and reporting methods and make recommendations on how to improve performance

Follow trends to identify problem areas and develop resolution plan

Trailblazer, embracing change and driving innovation

User Experience Manager must possess the following qualifications:

Strong leadership and strategic thinking skills

Cross functional collaboration and influencing, at all levels, to build alignment and drive complex engagements and issues resolution

Problem solver with dynamic and innovative approach to problems and the ability to exercise sound judgment in any customer service scenario

Service Design acumen (Personas, user journeys)

Strong analytical skills

Ability to function independently and work in a team to contribute to the team's success

Proactive, decisive, action-oriented, results oriented individual

Type of Education Required:

Master's degree and related work experience

Type of Experience and Number of Years:

Eight (8) or more years of experience in IT with supervisory/management experience in a customer support and experience management environment

Knowledge, Skills, and Abilities:

Understanding of Six Sigma, ITIL principles and Agile methodology

Design Thinking

Most Microsoft Office products i. e.

:

Word, Excel, Power Point presentation, and have Basic Technology and Navigation Skills