CX Project Lead

CX Project Lead

Job title: CX Project Lead

Purpose of the role:

The CX Project Lead is part of the Nordic Customer Satisfaction team and has a key role in securing and optimizing a high-quality Consumer Experience across all touchpoints. Main responsibility is to drive improvement activities along the consumer journey with key focus around Contact Center and Digital Channels. Resulting in an enhanced customer experience to drive loyalty and an efficient customer service with high quality.

Job scope and key deliverables:

  • Drive CX focus project implementations strongly connected with Contact Center Operation and digital channels.
  • Collaborating with various internal and external stakeholders to ensure the end-to-end management of a project.
  • Identify improvement opportunities along the Consumer Journey and Touchpoints.
  • Ensure data driven decision making and prioritization.
  • Pro-actively work with identifying issues related to customer journey and establish improvement projects. 

Role Tasks:

  • Be the Project Lead champion in CS. Secure Consumer Satisfaction as the number 1 priority.
  • Ensure successful deliveries of CX Projects. § Monitor and follow the status and results of the projects.
  • Analyze performance and bring insights of areas that that need improvement
  • Ensure regular reporting and communication about findings and discuss possible solutions with Touchpoint (TP) owners. 
  • Agreed actions should be documented in “Location/file/process to be agreed” with full background described
  • Progress of actions and insights should be followed up regularly with the TP owners and progress reporting to the CS Director and BD
  • Identify improvement and business opportunities and share findings with the organization
  • Measure performance of contributing initiatives. 
  • Inform and keep the team up to date with the latest relevant insights. Work with relevant stakeholders define actions to address the topic or opportunity.

What makes this role interesting for a candidate?

At Samsung we deliver a superior experience every time, by providing the customer solution effortlessly with innovation to drive retention and sales. It’s the small details that makes the major changes. By working together and focusing on the end-to-end Customer Journey we work together to constantly improve the Customer Experience.

Main competence:

Leading & Deciding
Takes control and exercises leadership. Initiates action, gives direction 

Organizing and Executing
Plans ahead and works in a systematic and organized way. Follows directions and procedures. Focuses on customer satisfaction and delivers a quality service or product to the agreed standards.

Interacting and Presenting
Communicates and networks effectively. Successfully persuades and influences others. Relates to others in a confident and relaxed manner.

Adapting and Coping
Adapts and responds well to change. Manages pressure effectively and copes with setbacks.

Most relevant previous work experience:

  • At least 3 years within Project management
  • Contact Center experience

Required language skills:

  • Fluent in English
  • Other Nordic languages ​​are meritorious but not a requirement

 

Required travel days (a span) per month:

  • 4-6 times per month in the beginning, will decrease by time.

Bra villkor för rätt person samt ITPK tjänstepension (kollektivavtal), Hybrid/remote, friskvård m.m.

Är du intresserad, ansök tjänsten med ett CV på engelska omgående, tackar.

Samsung Electronics Co., Ltd. is a global leader in technology, opening new possibilities for people everywhere. Through relentless innovation and discovery, we are transforming the worlds of TVs, smartphones, tablets, PCs, cameras, home appliances, printers, LTE systems, medical devices, semiconductors and LED solutions. We employ 286,000 people across 80 countries with annual sales of US$269.billion. To discover more, please visit www.samsung.com.

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