Customer Experience Lead

About Aptia

Founded to shape the future of pensions, health, and insurance solutions, Aptia is a leading professional services firm dedicated to simplifying complexity for businesses and individuals. We bring together cutting-edge technology and deep industry expertise to help organisations navigate an evolving landscape with clarity and confidence.​

With a presence in the US, UK, India, and Portugal, we support over six million people and more than 1,100 clients, delivering solutions that drive efficiency, enhance financial security, and provide peace of mind.​

Our strength lies in the combination of smart technology and expert teams, ensuring that managing pensions, health, and insurance is more effective. By focusing on innovation, accessibility, and client success, we help businesses take care of their people, so they can focus on what they do best.

And we are expanding. Aptia Group is not only fueled by our investors' backing but also by our commitment to foster the growth and success of our people. At Aptia, we're investing heavily in learning and development, paving unique career paths for our colleagues.

Specialist. Responsive. Thoughtful. Our values aren't just words; they are the backbone of our business. Our team embodies our values daily, to surpass client expectations, evolve constantly and nurture genuine relationships for the long-term. 

Job requirements

What can you expect?
You can expect
Exposure to leading edge operational management methodologies and controls
Exposure to 'commercial imperatives' that drives the business
Modern VOC (Voice of Customer) methods like Net Promoter Scores and other Client Satisfaction measures. 
Time and exposure to senior operations management in the company including exposure to Regional COO's and Group COO
Exposure to some modern, hi-tech data management and business intelligence technologies
 
We will count on you to:
Map all of the underlying operational data - volumetric, qualitative, people/capacity measures, effort and time tracking, timeliness and customer measures, etc
Draw insights from the data you see so that COO's and Operations management derive a deeper understanding of their operations
Find areas of improvement to make teams more efficient
Coach ops mgmt. layers on best practices in operations management. 
 
What you need to have: 
1.    Problem Solving: Dive deep into technical issues to identify and resolve root causes, not just symptoms.
2.    Customer Interaction: Collaborate with customers, customer support, and client success teams to triage and verify potential problems.
3.    Automation: Develop automated solutions to common issues to improve efficiency.
4.    Monitoring and Visibility: Increase the visibility and tooling of current services, modernizing monitoring systems and processes.
5.    Collaboration: Work effectively with various teams to solve complex problems and improve products.
6.    Proven Leadership in Customer Experience: 

•    Demonstrated success in leading and managing Customer Experience (CX) initiatives, with a strong focus on advocacy and customer satisfaction.

•    Extensive experience in building, executing, and sustaining CX projects on the Qualtrics platform.
7.    Continuous Improvement Expertise: 

•    In-depth knowledge and experience in running continuous improvement (CI) projects, including Voice of the Customer (VOC) initiatives.

•    Proven track record of delivering CI projects utilizing methodologies such as Lean and Six Sigma, with measurable outcomes and improvements.
8.    Technical Proficiency: 

•    Strong technical skills in automation and data analysis, with proficiency in Python programming for developing and implementing automation solutions.

•    Familiarity with data visualization and reporting tools to effectively communicate insights and drive decision-making.
9.    Strategic Thinking and Problem Solving: 

•    Exceptional strategic thinking skills, with the ability to identify opportunities for improvement and develop actionable plans to enhance customer engagement and satisfaction.

•    Strong analytical and problem-solving abilities to address complex customer experience challenges.
10.    Cross-Functional Collaboration: 

•    Proven ability to collaborate effectively with cross-functional teams, including marketing, product development, and operations, to align CX strategies with business objectives.

•    Excellent interpersonal and communication skills to engage stakeholders at all levels and foster a customer-centric culture.

•    Interacted with senior stakeholders offshore/onshore and having influenced them on difficult/intricate/high value adding topics/issues/agenda
11.    Project Management Skills: 

•    Strong project management capabilities, with experience in leading projects from conception through execution and evaluation.

•    Ability to manage multiple projects simultaneously while ensuring timely delivery and adherence to quality standards.
12.    Customer-Centric Mindset: 

•    A deep understanding of customer needs and behaviors, with a passion for advocating for the customer within the organization.

•    Commitment to fostering a customer-first culture that prioritizes customer satisfaction and loyalty.
13.    Change Management: 

•    Experience in leading change management initiatives to drive adoption of CX strategies and improvements across the organization.

•    Ability to inspire and motivate teams to embrace change and continuously seek ways to enhance the customer experience.
14.    Qualifications:

•    Technical Curiosity: A strong interest in technology and a desire to continuously learn and improve.

•    Problem-Solving Skills: Ability to tackle complex issues and find effective solutions.

•    Communication Skills: Excellent verbal and written communication skills to interact with customers and team members.

•    Adaptability: Comfortable switching contexts to address emergent issues or take advantage of timely opportunities.

What makes you stand out?
Proficiency in working with Qualtrics 
Managing Qualtrics services and providing end to end support to Aptia business
Dexterity with working with large, ambiguous data sets
Proficiency with operational metrics and parameters 
Experience with Dash-boarding and usability
 

How to apply

If you are interested in this role, then we'd love to hear from you. Please go ahead and click apply and submit your resume with appropriate contact information.

Aptia is committed to creating a diverse, inclusive and equitable work environment. At Aptia, fostering an equitable and inclusive environment for all our people to flourish is a priority. We are an equal opportunity employer and aim to attract and retain the best people without attention to age, background, disability, ethnic origin, family duties, political affiliation, race, religion, gender and sexual orientation.

If there are any reasonable adjustments we can make to the recruitment process to ensure it is accessible to you, we encourage you to reach out to us.