Customer Experience Champion

11 hours ago

Taguig, National Capital Region, Philippines beBeeCustomerExperience Full time ₱600,000 - ₱1,000,000
Customer Experience Champion

The Customer Experience Champion plays a pivotal role in elevating customer satisfaction, serving as a key differentiator for the organization. This position focuses on enhancing the experience within a specific lifecycle episode by co-creating the episode's North Star and driving initiatives for significant customer experience improvements.

The role leverages customer feedback and operational insights to identify challenges and opportunities. The CX Champion collaborates with cross-functional teams to ensure projects align with the episode's experience vision.

Main Responsibilities:

  • Develop and communicate the North Star Experience
  • Establish and champion the central authority for experience-related decisions within episodes.
  • Foster collaboration with Brand CX Strategy Partners to create, refine, and assess customer journeys aligned with the North Star experience.
  • Work closely with CX Project Delivery teams to ensure seamless project implementation.
  • Gather real-time feedback from customer-facing teams and stakeholders.

Key Advocacies:

  • Customer-Centric Decision Making
  • Incorporate industry trends and market insights to keep strategies current and forward-looking.
  • Develop visionary advocacy initiatives that are proactive and future-focused.

Performance Metrics:

  • Total Revenue Growth
  • Net Promoter Score (NPS) and NPS specific to each episode
  • Regular episodic management reports and stakeholder communications
  • Milestones and KPIs for advocacy initiatives

Collaboration & Development: Collaboration Index & Competency Uplift or Learning

Main Deliverables:

  • Annual or as-needed updates to the Episode North Star Experience based on evolving priorities
  • Institutionalization of Episodic Management and Governance
  • Achievement of Episode NPS targets
  • Delivery of advocacy milestones and KPIs

Essential Skills:

  • Analytical & Strategic Thinking
  • Problem Solving & Critical Thinking
  • Change Management
  • Stakeholder Management & Relationship Building
  • Project Management
  • Effective Communication

Desirable Skills:

  • CX Leadership
  • Comprehensive knowledge of the North Star Experience for each Customer Lifecycle Episode and its alignment with total CX
  • Strong project, change management, and communication skills to influence and guide others through change
  • Excellent stakeholder engagement and internal collaboration skills
  • Understanding of business operations, financial aspects, industry competition, and market trends to align CX strategies with business goals

We are an equal opportunity employer promoting diversity and inclusion in our hiring process. Discrimination is not tolerated at any stage. Our Diversity, Equity, and Inclusion Policy can be accessed online.

Join us to share our purpose of creating a world of good and explore opportunities to be part of our team.

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