Lead Customer Experience(CX) Improvement
• Analyze VOC, Customer Survey Result, Order Trend, KPIs to identify improvement needed points
• Setup action plan and orchestrate stakeholders to implement action plans
• CX improvement activity progress management
• Measure effectiveness of activities
• 1st level support for systems in use within CS team and relevant business processes
• Ability to understand process problems and determine a root cause, such as training deficiency, process design issue or system bug
• Create Change Requests and share themwith BPL/Functional Expert and other KUs
• Facilitate calls/meetings for end user support and knowledge transfer
• As local champions for systems in use, deploy or create SOP/manuals and deploy within CS team including training
• Follow agreed incident management processes to raise issues
• Regular communication to monitor incidents, outages
• Provide clear priorities when reporting issues to service teams
• Escalate issues when necessary
• Support end to end issue resolution
• Communication when services are restarted
• Answer to a survey upon each ticket closure
• A good working knowledge of the functional processeswithin their domain to provide inputs about the local business
• Provides knowledge and perspective for project charters and requirements
• Support in writing project brief/business case
• Identify opportunities to improve the performance of business processes
• Identify any relevant system changes necessary to support improved process
• Provide clear priorities on process improvement requests to central functional experts
• Clearly document changes required, including business background, requirement summary and benefits case
• Marketing of new functionalities
• Be an ambassador for the solution
• Lead or manage process change to improve operational performance
• Champion changes on local site and with local suppliers
• Ensure any process developments/changes are understood by operational associates before the change is made – such that they can continue to perform their role
• Interpret Knowledge Transfer from central functional experts for local site and determine impact and risks
• Deep dive KPIs and order data to provide insights to improve operation.
• Provide regular meeting material.
• Automate reporting process with BI tools
• Conduct assigned testing activities (User Acceptance Test, local bug fixes, regression testing)
• Test and validate bug fixes in test environment before they are delivered to production
• Keep local testing scripts up to date
• Coordinate local cross functional testing when required
• Follow agreed testing Ways of Working for functional area
• Ensure good coordination with other sites
• Look for opportunities to improve efficiency of testing activity, whilst maintaining quality
• Document local process specifics/uniqueness to ensure key knowledge is captured and retained
• Keep all local specific business process documentation up to date
• Document how-tos for new functionalities
• Creation of process flow documentation (SOP’s/help guides etc… specific to site)
• Provide a proactive contribution into the network of key users and functional experts from other sites /countries:
• Be open to new ideas and changes
• Share knowledge and experience with other key users, helping each other when required
• Share best practices, support other projects with advice/experience and find potential common needs amongst users
• Participate actively in Community meetings in order to communicate new concepts and ways of working
• Interface with Business Process Leader
• Stay informed on strategic direction and future plans