IT Customer Experience Strategist
vor 3 Wochen
About Loh Services
Loh Services is a leading provider of organizational and business services within the Friedhelm Loh Group, a global success story driven by family values. We are dedicated to shaping the future through innovation and a collaborative, family-oriented approach.
IT Customer Experience ManagerWe are seeking a passionate and experienced IT Customer Experience Manager to join our dynamic team. In this role, you will play a pivotal part in developing and implementing comprehensive solutions that enhance the customer experience across all aspects of our IT services.
Key Responsibilities- Develop and Implement CXM Strategy: Design and execute a robust Customer Experience Management (CXM) strategy to elevate customer satisfaction and loyalty.
- Collaborate with Stakeholders: Work closely with cross-functional teams, including IT specialists, product managers, and customer support representatives, to identify common customer requirements and pain points. Translate these insights into actionable CX solutions.
- Lead Strategic Projects: Spearhead strategic CX initiatives involving diverse stakeholders, ensuring alignment with organizational goals and driving successful project execution.
- Create Customer-Centric Solutions: Develop well-structured CX solutions that address global customer needs, fostering a seamless and positive user experience across all touchpoints.
- Measure and Optimize Performance: Continuously monitor the effectiveness of implemented CX measures, utilizing data analytics to identify areas for improvement and optimize strategies for maximum impact.
- Communicate Insights and Recommendations: Provide regular reports on the status of CX initiatives to management, highlighting key achievements and recommending actionable improvements.
- Promote CX Awareness: Advocate for a customer-centric culture within the organization, raising awareness about the importance of CX and its impact on business success.
- Bachelor's or Master's degree in Computer Science, Business Administration, or a related field.
- Proven experience in conducting customer surveys, creating customer personas, and measuring Customer Satisfaction (CSAT).
- Experience in standardizing and consolidating services and IT systems is highly advantageous.
- Independent and goal-oriented work ethic with a strong commitment to delivering exceptional results.
- Experience in developing user-friendly support materials within the CX environment.
- Hands-on mentality and willingness to contribute to digital transformation projects.
- Fluency in German and English, coupled with excellent communication skills.
- Analytical thinking and problem-solving abilities to effectively address complex customer challenges.
- Ability to thrive in a dynamic environment and manage priorities effectively.
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