Marketing Customer Experience and Insights Executive

Marketing Customer Experience and Insights Executive

Our client is a global leader and is on a drive to be the most customer centric driven business within their industry.

The Customer Experience Team, is a newly created specialist area within Market Management, and its role is to optimise Customer Experience across all distribution channels, and provide critical customer and marketing insights, customer analytics and reporting to key stakeholders across our business.

The Role:

The CX Executive position is a newly developed role that will work closely with the CX manager in driving the Customer Experience Journey Development.

KEY RESPONSIBILITIES:

• Adapt and implement Group Customer Experience (CX) methodologies to the local Customer Organisation
• Lead the establishment and project management of the relevant Subject Matter Experts CX project group to design improved Customer Journeys
• Design and document new customer journeys
• Deliver the required cost / benefit analysis to gain business buy in for the journey change / redesign
• Manage the range of CX improvements with relevant business owners, resulting from new journey design and measure the impacts
• Drive the adoption of market leading Customer Service standards and measurement across the organization 
• Drive the VOC internal communications program including managing the internal VOC website, manage a program of employee CX initiatives /engagements, manage a suite of customer closeness initiatives and work across the business to drive continued understanding and keep the VOC agenda top of mind
• Build strong partnerships and work collaboratively with the business, to promote cross functional analysis and assessment of NPS, ensuring findings and recommendations to improve customer satisfaction are implemented
• Support the development of the Customer Segmentation, Target Market, Brand Position and Value Proposition

KEY REQUIREMENTS/SKILLS/EXPERIENCE:

• Experience of using Net Promoter Score (NPS) methodologies
• A minimum of 3 years’ experience in a marketing, or market research related role
• Experience in journey mapping and journey design
• Intermediate proficiency with MS Office, particularly MS Word and Excel

For a confidential discussion, please email dcurley(@)lincoln.ie, or call 085 780 6884 or apply here.