Director of Client Services
1 month ago
To know more about Firstsource please visit our website location : Mumbai
Position : Director- Customer Experience
Division : BPM
Experience : 12+ years in CX industry background.
Roles and Responsibilities:
• Own the identification, definition and execution of CX projects across all parts of designated customers’ business
• Define and develop processes and procedures for the CX team to ensure Firstsource accelerates its CX standard implementation; and that the standard operates with repeatable quality
• Assist the CX team to develop a structure for operational excellence, execution and governance
• Be an extension of DECX, including all focus areas, supporting and enabling the execution of the DECX Strategy
• Orchestrate diverse cross-functional teams ensuring project charters and execution meet the CX Ops standards
• Build positive relationships with key partners to maximize customer and employee experience improvement projects
• Be intimately knowledgeable about the local business, employee and customer needs
• Be an active knowledge manager for customer insights and the use of customer intelligence across the designated customer
• Provide regular CX performance updates across all parts of the customer journey
• Advocate for the customer perspective and be a role model for customer centricity
Key Qualifications:
• 5 years validated ability to develop global networks and drive measurable results
• Demonstrated success in influencing and leading cross-functional / sophisticated change
• Profound consultative skills: storytelling, executive presence, stakeholder management
• Good analytical skills; ability to use and visualize data inspire change
• Excellent organization; balance multiple priorities while delivering high level, impactful results
• Exceptional communication skills, especially listening Comfortable leading in constantly evolving, ambiguous environment
• Very good interpersonal skills for remote partnership and virtual leadership in a global context
• High degree of collaboration and persuasion skills
• Demonstrable experience delivering internal projects with quantifiable and sustained change
• Passionate about coaching and mentoring others to develop themselves and their careers
• Previous customer or employee experience management experience is a great value to the role
• Self-motivated, perseverant, professional and inclusive
Contact details
Neelam Sharma
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