Customer Experience (CX) Business Consultant Lead
Lenovo
- Bangalore, Karnataka
- Permanent
- Full-time
- India - Karnātaka - Bangalore
- India - Karnātaka - BANGALORE
- Execute the Customer Experience (CX) team strategy.
- Collaborate with cross-functional teams including Lenovo Experience (LXG) teams to drive CX initiatives.
- Identify key opportunities and challenges within the Consulting and Operations team and develop innovative solutions to address them.
- Identify and recommend implementation of CX best practices ensuring progression of next level CX maturity for the organization.
- Maintain oversight of all Lenovo related action plans, consulting with CX Focals and Consultants ensuring initiatives are driving improvements in CX, Operational and Financial outcomes.
- Utilize AI-data analytics and customer feedback to gain insights into customer behavior, preferences, and pain points.
- Assure sound business decisions incorporating sound statistical methods and principles.
- Monitor key performance indicators (KPIs) related to customer loyalty and satisfaction, tracking effectiveness of CX initiatives / action plans.
- Ongoing monitoring and reporting of KPI targets.
- Assist in the yearly KPI target setting.
- Support for Employee Experience (EX) initiatives.
- Stay abreast of emerging trends and best practices in CX management and recommend innovative approaches to continuously improve CX.
- Drive innovation throughout the Voice of the Customer (VOC) process.
- Provide effective communications to leadership and stakeholders on CX initiatives, progress, and outcomes.
- Prepare and present regular reports and dashboards outlining key metrics, insights, and recommendations for optimizing the customer experience / journey.
- Support for all Business-Critical Executive Governance meetings.
- Customer Journey Management:
- PM for ensuring completion / resolution of all workstreams generated from the project. Determine ROI for all changes made.
- Bachelor's degree in Math, statistics or engineering. Preferred master's degree in business
- CCXP preferred.
- Experience in applying strong statistical principles and concepts that validates data performance, Key Performance Indicators (KPIs) and survey sampling methodologies.
- Proven track record of successes in a customer experience or related role, preferably in a global organization.
- Strong analytical and statistical skills knowledge with the ability to interpret data and insights to drive strategic decision-making.
- Excellent communication skills with the ability to influence and collaborate effectively across all levels of the organization.
- Deep understanding of customer experience (CX) principles, methodologies, and best practices.
- Experience working with CX technology platforms and tools.
- Demonstrated ability to think creatively and innovate in solving complex customer experience challenges.
- Strong project management skills with the ability to prioritize and manage multiple initiatives simultaneously.
- Ability to facilitate and guide groups, helping them find the answer and engage in co-creation of solutions.
- Ability to interpret data and insights to drive CX objectives.
- Ability to be strategic and tactical.
- Effective presentation skills including familiarity with presenting at an executive-senior leadership level.
- MSOffice and PowerBi skills
- India - Karnātaka - Bangalore
- India - Karnātaka - BANGALORE
- India
- India - Karnātaka
- India - Karnātaka - Bangalore , * India - Karnātaka - BANGALORE