Sr. Manager - Customer Experience  Responsibilities  - Accountable for the overall customer experience provided by CBS for the respective function   - Owns the CE engagement between the respective LoB and the assigned CBS function  - Responsibilities include :  Interlocking with LoB and aligning on CBS CE focus areas to support the LoBs CE priorities  Ensuring the right CE metrics are in place to measure CBS contribution and positive dial movement  - Single point of ownership and accountability for the CE related plans delivered by CBS for the respective function  - Ownership of the CE related content for presentations and communications at different CBS stakeholder levels to ensure the continuous evolution of the appropriate CE culture at CBS level  - Single point of ownership and accountability for the CE related survey processes and mechanisms to ensure feedback is received from both BT internal as well as external customers is available  - Responsible for the overall analysis and insight through the internal and external CSAT surveys to inform appropriate improvement plans at functional level  - Owning the overall execution of the CE related improvement plans to time, quality and (where appropriate) budget criteria  - Overall reactive and proactive management of the CE related metrics and KPIs  - Ownership of development and delivery of any CE Improvement Plans required  - Requires strong virtual management of key stakeholder groups  - Overall accountable for Customer Satisfaction, and Customer Experience and performing against target across all the operational delivery  Service transformation:   - Identification and ensuring delivery and benefits realisation for change initiatives to improve service - e.g. 30/60/90/180 day service transformation plans in place across customer base - ensuring systematic review and action through service review discussions - With strong virtual management of support functions such as Transformation to deliver this  - Root-cause analysis on what's driving trends CSAT across customer base and putting in place and ensuring timely delivery of improvement plan - with Prevention of Recurrence action taken where possible   Requirements:  - Strong service or operational delivery or commercial background required, with a minimum of 10 years- experience   - Global responsibility for respective functions and business units assigned, ensuring that services deployed across all CBS services delivered meet the requirements of the business units assigned, in a consistent, effective and efficient manner  - The role holder is responsible for delivering the outcomes described above through virtual management of operations and support functions (e.g. quality management), across the multiple CBS hubs, through effective communication, negotiation and influence across the organisation  - Whilst the role holder takes general direction from the GM CE he/she is working with minimum supervision on a day-to-day basis.   - Excellent, tangible, track record of improving customer satisfaction - A history of delivering measurable improvements to business performance by continuously improving the customer experience  - Significant experience of managing complex stakeholder environments and business models  - Proven track record of meeting and exceeding exacting performance standards, across wide-ranging operational KPIs and multifaceted capabilities  - Robust commercial acumen and delivery experience  - Exceptionally strong customer-facing and inter-personal communication skills, with the emotional resilience to manage demanding customers in a highly challenging environment  - Ability to independently identify opportunities for service transformation   - Solid management experience, with the ability to motivate large teams across organisational and geographic boundaries - Ability to create and lead large virtual teams to resolve complex problems, often under pressure and short time-scales  - Successful in managing performance across complex organisational matrices  - Excellent interpersonal skills to act as a single point of contact for senior stakeholders in relation to CBS services  - Strong communication skills to ensure broad-ranging stakeholder groups understand the available services and to effectively promote them  - Strong analytical and influencing skills to assess demand for services and ensure that the necessary investments are made to deliver required services  - Able to negotiate at senior level on service and commercial matters, to ensure that customers, suppliers and other stakeholders understand and agree what will meet their needs, and that appropriate service level agreements are defined.  - This role demands an unusual combination of high quality service management strategic thinking, to short and medium term planning, as well as on-the-spot tactical decision making.  - Ability to grow adoption of a product/service capability - strong performance in a sales role would be distinct advantage (or demonstrable growth in adoption of products/services)

Delhi NCR

British Telecom - Senior Manager - Customer Experience 

British Telecom - Senior Manager - Customer Experience  ,Job Description for British Telecom - Senior Manager - Customer Experience  in BT Global Services in  Delhi NCR for (9-14) years of experience. Apply Now!

Job Description for British Telecom - Senior Manager - Customer Experience  in BT Global Services in  Delhi NCR for (9-14) years of experience. Apply Now!