About this role
About the Role We are seeking a highly motivated and experienced Customer Experience and Service Excellence Manager to join our team. The ideal candidate will be responsible for enhancing service and operational excellence, identifying opportunities for improvement, implementing best practices, and leading initiatives to optimize customer and employee experiences. What You'll Do
- Onboard client's teams to the CX Program by conducting in-depth Customer Learning sessions, CX Maturity Assessments, and Voice of the Customer analysis.
- Design, conduct, and evaluate studies to identify key customer interactions that need attention or improvement, documenting requirements.
- Develop personas, journey maps, and other tools to lead teams through problem-solving of complex business and technical challenges that directly impact the customer experience.
- Analyze, quantify, and clearly articulate the value derived from program actions.
- Design new and innovative customer interactions and touchpoints to enhance and differentiate our customer experience.
- Prioritize, manage, and deliver people/process/technology initiatives that optimize the Customer Experience end-to-end and result in quantifiable CX metric improvements.
- Provide thought leadership on the latest CX strategies and tools and seek to constantly advance HCL’s position as a leader in Digital Workplace Services. What We're Looking For
- Experience in customer experience (CX) management and service excellence; track record implementing CX programs, VOC analysis, and journey mapping.
- Ability to onboard client teams, design studies, analyze data, quantify value, and articulate impact on CX metrics.
- Strong collaboration, communication, and thought leadership to advance digital workplace services.
- Knowledge of CX strategies, tools, and best practices.