CX Transformation Specialist

CX TRANSFORMATION SPECIALIST - CONTRACT RUNNING TILL DECEMBER 31ST 2024 - INSIDE IR35

Loriens leading Glasgow based Public Sector is looking for a strong CX Transformation Specialist to join on a contract basis running up till the end of the year.

KEY AREAS OF RESPONSIBILITY

Lead business and digital change to achieve enhanced customer experience.
Working closely with our Head of Engagement and Insight and the contact centre manager, setting out a customer experience strategy and route map for change.

You will be expected to bring insights, experience and leadership experience of contact and digital customer service transformation, driving significant transformation.

You will be a proven customer experience leader with a passion for customer success, digital customer service, systems, processes and building strong, hybrid teams in a multi-channel environment, you'll focus an existing team on the future.

You will be key to ensuring high levels of colleague engagement through effective communication and interaction.. Therefore, the role requires a collaborative leader who can engage, involve, coach and build new capability.

Activities

• Review and assess the current customer journeys and experience.
• Make recommendations based on best practice for initial improvements or quick wins.
• Set out a customer experience strategy and transformation route map.
• Lead implementation of the strategy and route map.
• Build capability and capacity within the existing team and make recommendations for future development.
• Design, develop and implement appropriate management information and reporting to track customer experience.

We would expect you to have:

• Experience of leading customer experience.
• Experience of leading transformation in this sector and delivery impact.
• Good communication and stakeholder engagement skills.

Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.