HCL - Customer Experience Role - Transformation

HCL Technologies is a next generation global technology company that thrives on helping enterprise reimagine their business for the digital age. We have a strong DNA of invention, risk taking and a relentless focus on making our customers successful. HCLs Digital Process Operations unit with its digital services is an enabler of digital innovation and improving performance for Client Business Operations!

Preferred Background

- Strong background in customer research and analytics techniques, customer strategy, process improvement, and performance management.

- Track record of frequent personal interactions with customers to understand customer needs, customer contact and service expectations from operations.

- Comfortable with public speaking and facilitating large group sessions.

- Global experience in executing best practices in business process and digital technology as it relates to customer experience (includes CRMs, BOTs, AI, IVR, self service, social and other tools).

- Transforming legacy operations into award winning digital omnichannel solutions across multiple industries on B2C and B2B models

- Extensive experience in helping top global companies redefine themselves in improving Cx and reducing costs. Expertise spans a wide range of disciplines, including operations, product management, process re-engineering, organizational restructuring, benchmarking,

- Seasoned, confident communicator who is able to inspire positive change, empower cohesive teams, and maintain an extensive network of executive-level partner and client relationships.

- Handled responsibility for the strategic sourcing of the digital customer contact initiatives, including customer contact channels for online, chat, call center, IVR, e-mail, social media, speech analytics, and web app.

- Preferably, experienced in benchmarking the outsourced Customer Service Operations to market.

Brief of the job description :

- Developing holistic customer journeys and shaping all customer touchpoints: online, Phone, chat, email, social media interactions, in order to drive customer satisfaction across all stages of engagement,

- Shaping the Customer Experience strategy in a way that enables us to acquire, convert and retain more engaged and loyal customers

- Drive appropriate level of audience segmentation to deliver personalized and relevant customer touchpoints,

- Take responsibility for regular updates of the effectiveness of these plans against targets and adapt all communication plans to reflect the changing needs of target audiences.

- Effective communication of brand values, and USPs through all customer touchpoints

- Oversee all customer facing communication plans and messages that have clear content and (where applicable) call to action and actively encourage various target audiences to ensure clear objectives are embedded throughout all customer touch points.

- Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey

- Enabling a two-way stream with customer facing teams through - collecting feedback from customer facing teams to derive meaningful insights for improvements and; guiding teams to ensure a customer-centric attitude and empathy while acquiring new customers or dealing with existing customers, to align with the larger CX strategy.

- Encourage problem-solving, strategic thinking and customer-orientation amongst the team

- Liaise with directors or heads of other teams to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy.

- Advocate for changes in other departments' ways of working and cross functionally collaborate with teams to implement a change, if required for the improvement of overall customer experience

- Interact at executive/senior management level, proactively advocating for solutions and managing the customer escalation process