Job Description
The Customer Experience Director will be the senior CX leader for the European region, responsible for setting and leading the implementation of the CX strategy across the region, with a focus on improving customer satisfaction, retention, and stronger commercial performance for RI.
They will own the blueprint for what we want it to be like for an RI customer, now and in the future, in all of our 19 European markets, and will deliver this vision through annual action plans set in partnership with the countries and relevant suppliers.
They will play a key leadership role in our mission to implement consistency and best practices across the Region.
Key Responsibilities:
• Accountable for measuring and reporting on CX KPIs, including ownership of our NPS (c.500k customer surveys per year) and C-SAT programmes, and the associated supplier relationships.
• Ensure that all Programme deliverables and approaches are aligned with the CX Blueprint and three-year CX Strategy for the region.
• Sign off relevant Programme documentation that drive key deliverables, such as PIDs, benefits, change requests, etc.
• Support the Programme to define solutions for risks and issues, taking account of the Blueprint and current challenges/constraints within markets.
• Be the Voice of the Customer in our business, raising awareness and securing buy-in at all levels for the target experiences we want to give our customers.
• Update and re-baseline the Blueprint as necessary, considering market and technology developments and opportunities.
• Coordinate the delivery of annual business plans that enhance the customer experience, including enhancements to processes, technology, ways of working, colleague skills and performance, and the use of data and insights.
• Build a thriving and effective cohort of colleagues focused on transforming the customer experience, using community forums to share best practices and solve issues.
• Ensure market leaders understand, can influence, and are aligned with the future direction of customer experience in the region.
• Set relevant targets and measure progress across the region.
• Work with relevant suppliers to improve our data and insight capability and drive adoption of new insights across the region.
• Use data to identify long-term and cross-cutting issues and opportunities in the customer experience.
Qualifications:
• Experienced CX/customer service leader at a senior level.
• Proven experience in implementing transformations in CX, with tangible benefits across various initiatives such as processes, CRM, CCM, customer contact channels, workforce, OD, and culture.
• Experience in promoting CX and being accountable for delivery to C-Suite executives.
• Good understanding of key transformation and change management approaches.
• Proven skills in setting multi-year business strategies.
• Strong knowledge of common CX data sources and KPIs, and how to leverage them for commercial benefit.
• Strong foundation in data and business numeracy.
• Ability to build alliances across geographical and functional boundaries.
• Experience in working in large multinationals and across country boundaries is beneficial.
Additional Information:
Rentokil Initial is home for everyone: feel free to come as you are.
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