Customer Experience Manager
5 meses atrás
Founded in 1982, WPO is the largest independent provider of holistic wellbeing solutions. Through our customized programs, and comprehensive global network of credentialed providers and professionals, we support individuals to become healthier, happier and more productive both personally and professionally. Trusted by 51% of Fortune 500 companies, we deliver high quality care digitally and in-person to over 75 million individuals across 116,000 organizations in more than 200 countries and territories. At WPO, you will be joining a team that is committed to improving employee wellbeing around the world.
Workplace Options have an exciting opportunity for a **Customer Experience Manager **in Portugal. This would either be a hybrid working position in our Lisbon office. The **Customer Experience Manager **will be a key member of the Member Experience Quality department with a particular focus in service delivery participant experience. The Individual will have a holistic and balanced approach to people, processes, and systems and will work closely with other departments on the reduction of pain points for employees and customers to drive and achieve WPO’s CX mission and vision. This role is an exciting opportunity for a proactive, solutions-oriented leader that enjoys experimentation and is eager to roll up their sleeves and make their imprint on the organization.
This position will focus on all core competences of CX framework but with particular focus on the Design, Implementation and Organizational Adoption & Accountability for the CX program.
**Responsibilities**:
- Create, implement, and monitor comprehensive customer experience strategies that align with the organization's mission and values. Continuously improve and refine these strategies based on feedback and industry best practices.
- Analyse and map the customer journeys, identifying touchpoints where improvements can be made to enhance the overall experience. Help implement changes that positively impact the customer satisfaction and reduce potential pain points.
- Collaborate with training and development teams to design and deliver training programs for staff across various departments. Ensure employees are aware of how they contribute to the CX mission and vision
- Work with the VOC program manager to establish feedback collection mechanisms, such as surveys, focus groups, and online platforms, to gather valuable insights from clients. Analyze feedback data to identify trends and areas for improvement.
- Handle escalated customer complaints and issues, ensuring swift and satisfactory resolutions. Foster a culture of empathy and proactive problem-solving within the organization.
- Establish and maintain service standards, develop audit and coaching tolls to ensure consistent delivery of high-quality services across all departments and locations.
- Liaising with different departments, including IT, sales, product development, marketing, service delivery and client account management to align customer experience efforts and ensure a cohesive and seamless experience for clients and their employees.
- Regularly analyse customer experience data, NPS scores, and other relevant metrics. Prepare detailed reports and present insights to senior management to guide decision-making and measure the success of customer experience initiatives or operational changes.
- Keep abreast of the latest trends and advancements in customer experience, patient engagement, and healthcare and wellbeing technology to continuously improve our services
**Requirements**:
**Job Skills**:
- Strong verbal and written communication skills in English (required) and Spanish ( preferred )
- Ability to work independently and in a team with mínimal supervision and in a virtual environment.
- Creative problem solving with ability to remember similar resolutions/problems and think outside the box.
- Customer focused and passionate about customer experience.
- Ability to manage and analyse complex data sets, define problems, collect data, establish facts, and draw valid conclusions desired (knowledge on how to use slices, pivot tables, and other advanced features in excel is a plus).
- Experience facilitating cross-functional team discussions, including well-developed negotiation skills and ability to provide direction while not having direct authority.
- Listening Skills - proficiency in active listening skills to broaden understanding, absorb different perspectives and help diffuse perceived obstacles and potential gaps in understanding.
- Customer Journey Mapping - ability to employ data and research to create Customer Journey Maps that help stakeholders “see” where the gaps and opportunities are to increase success.
- Communicates and collaborates well within and across organizational level.
**Required Experience/Qualifications**:
- Minimum requirement of a Bachelor’s degree, in health care management ,Business Administration counselling or social worker preferred
- CCX
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