Job ID 33822Location Waltham, MassachusettsOrganization Customer Experience and MarketingDepartment IT Data and Digital
To develop, drive forward and coordinate actions to deliver the strategy for customer journeys across multiple business entities, bringing the voice of our customers and stakeholders into the business to ensure that all colleagues understand who our customers are.
Align internal and external senior stakeholders behind a common delivery plan and ensure timely reporting of progress through the journey governance framework to the customer sponsor.
Proactively develop, manage and maintain relationships with key customer related stakeholders, trade bodies and industry forums.
Identify, prioritize and implement journey improvements to support the creation of a sustainable customer culture that leads to the efficient running of the end-to-end customer experience.
Lead a highly engaged team across the business both inside and outside national grid that shares a common understanding of the desired journey experience, shares best practice and works collaboratively to ensure the delivery of the desired customer experience.
Transfer capability into the leadership communities to embed and sustain a customer focused culture within and across functions to achieve the delivery of customer experiences that exceed the customer expectations.
Monitor customer views and feedback using surveys and external engagement as well as support the business to develop actions to improve customer satisfaction.
Supervisory/Interpersonal- Experience Required
Project/change management experience in leading large and complex programs of activity.
Advanced communication skills, facilitation experience and ability to mentor, coach and change others’ behaviors.
Excellent experience of senior stakeholder management.
Bachelor’s degree (or equivalent), or relevant experience