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 to 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 practice across the Region.
The role holder will also be accountable for measuring and reporting on CX KPIs, which includes being the owner of our NPS (c. 500k customer surveys per year) and C-SAT programmes, and the associated supplier relationships.
Their focus will be as follows:
Ensure that all Programme deliverables and approaches are aligned with the CX Blueprint and three-year CX Strategy for the region.
As the senior CX expert for the region, sign off relevant Programme documentation that drive key deliverables, such as PIDs, benefits, change requests, etc.
Where risks and issues arise, support the Programme to define solutions that take account of the Blueprint as well as 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, including taking account of market and technology developments and opportunities.
Work with markets and regional/group partners to set and then coordinate the delivery of annual business plans that make the Blueprint real and enhance the experience we are giving to our customers.
These plans will need to include (but are not limited to) enhancements to: processes, technology, ways of working, colleague skills and performance, and the use of data and insights.
Work with CX leaders across our markets to build a thriving and effective cohort of colleagues with a shared focus on transforming the experience that we give our customers.
Use community forums to share best practice and solve issues together. Ensure that 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.
Take a strategic view and use data to identify long-term and cross-cutting issues and opportunities in the experience we give our customers.
Qualifications:
Experienced CX/customer service leader at a senior level.
Implemented numerous transformations in the field of CX, with tangible benefits, preferably covering a broad range of initiatives such as: processes, CRM, CCM and other systems, customer contact channels, workforce, OD, culture.
Experienced in promoting CX and being accountable for delivery to C-Suite executives.
Good understanding of key transformation and change management approaches.
Proven experience of skills in setting multi-year business strategies.
Good understanding of common CX data sources and KPIs, and how to leverage them for commercial benefit. A strong foundation in data and business numeracy.
A relationship builder, able to build alliances across geographical and functional boundaries.
Experience in working in large multinationals and across country boundaries would be beneficial.
Additional Information:
Rentokil Initial is home for everyone: feel free to come as you are.
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