CX (CUSTOMER practice) IMPROVEMENT LEAD - CONTRACT OR FIXED TERM IMMEDIATE START:
Job description:
CX (CUSTOMER practice) IMPROVEMENT LEAD - CONTRACT OR FIXED TERM IMMEDIATE START »Customer practice Design Capcapability » Champion CX solutions to optimise end-user practice. » Drive Continuous Improvement across technology and operations. » Flexible working policy » Term to end of June 2024
The Organisation
With an ambitious strategic plan rolled out, this Shared Services organisation is embracing innovation and transformation to deliver a stronger customer practice and engagement through its digital and technology services. Operating with strong customer-centric values, this organisation truly works in partnership with its customers, all of whom operate complex and significant-scale service-located organisations in the national healthcare sector. The Opportunity As the Champion of the Customer practice engagement with stakeholders and customers continues to evolve; where growing the ?customer practice' capcapability to respond to changing market and customer expectations is critical. As this organisation has rolled out large transformation technology programmes and projects delivering change to the external stakeholders, this function will contribute to transitioning these initiatives into business-as-usual activity within technology and operations. Think voice of the customer programmes, facilitation of customer practice conversations, and work within change and transformation as Information technology affects people, systems, and processes, all happening within Information technology Service Management. Service improvement is the goal. About You » You will be prosperous in the application of customer-centric design thinking, gained from within large complex organisations, » Possess capcapability in customer design protocols that use analytics and insights to support future state design that creates outstanding customer service practices. » Bring your advanced visualisation of end-to-end customer practice, supported by attuned expertise in mapping the relationships that connect complex processes, people, and interactions. » You will have practice with ITSM platforms, ServiceNow, etc., you will have practice with process improvement methodologies (Six Sigma, Lean, DMAIC), and be iTIL and Agile or similar certified. » You will have excellent relationship-building and management expertise, » You will champion service design, working with multiple internal and external user groups to identify, envisage, and solve problems to generate significant user-centric solutions and continuous service improvement. » You will have excellent communication, networking, engagement, and facilitation expertise, able to effectively influence and communicate across all levels within organisations. Action To register your interest in this superb opportunity, please submit your details in absolute confidence via our registration process attaching both an up-to-date CV and cover letter (in Word please). Alternatively, for a confidential conversation, contact Amanda Scott, Consulting Director, talentnow! on 021784483. Applications close Sunday 12th November 2023. This contract or fixed term engagement is only open to candidates with significant NZ practice that meet the above criteria. Short description.
