Your day at NTT DATA
The Client Experience Specialist (CXS) Specialist’s role is to ideate & map, optimize, and enhance the end-to-end client journey in the organization using a data-driven approach.
He/She partners closely with internal and external stakeholders to collect feedback & information, create journey maps & standard operating procedures that provide insights to client needs, drive improvement of client experience, and create operational efficiencies.
The CX Specialist creates high value journeys and initiatives for our Crew and Clients Experience Journey as they interact with our growing portfolio of services, applications, products and solutions.
The CX Specialist plays a critical role in implementation, monitoring and developing new initiatives that provide service insights leading to action for our business. He/She brings proven methods and solutions to improve the way we work, how we support our customers.
Job Description
Key Responsibilities:
- Lead discovery sessions to deeply understand the current customer experience today, perform research with our Crew and Clients to understand more, and work cross-functionally to define the future state.
- Apply design thinking in collaborative environments to innovate and improve the Crew and Client Experience.
- Use Voice of the Customer Program and operational data to gain insight across the customer journey and use date to ideate, design and implement best experience journeys across different touch point.
- Evaluate interactions with all systems and channels to help identify key areas of opportunity for improvement.
- Determine root-cause for complaints related to Crew and Client Experience that are not on a high value journey and develop initiatives to get them back on track
- Work closely with internal and external partners to plan and execute strategic initiatives and defined experience journeys.
- Set and communicate goals, action plans, and key metrics for business functions aligned to Service Experience Enhancement
- Create standardized playbooks and interventions for each point in the customer journey
- Develop key benchmarks and measures of success aligned to Client and Crew Experience.
Knowledge and Attributes:
- 2+ years in a project management, process improvement or service experience role.
- Experience in gathering and interpreting customer experience information.
- Experience running journey mapping, service design, or design thinking workshops
- Detail oriented with strong organizational and project management skills.
- Has strong storytelling abilities, verbal and written communications, social interactions, and a proficiency with technology
- Prior experience at a services or product company creating and implementing customer experiences based on data-driven insights
- Strategized and successfully implemented innovative customer strategies (technology, process, people) in a high-growth environment
- Experience in working with multiple work streams within a complex, high growth environment
- Strong interpersonal and communication skills; excellent verbal and written skills; ability to work independently and remotely
Academic Qualifications and Certifications:
- Bachelor’s degree in Business Management or Operations or a related field.
- Client Experience Certification – CXS
- Service/Client Journey Design certification and experience
- Six Sigma Green Belt/ Six Sigma Black belt certification is desirable.
- ISO 9001 Lead auditor certification is desirable.
- Certified Quality Manager certification is optional.
- Project Management Skill highly desirable.
Required experience:
- IT Background or having worked in an IT organization highly desirable.Seasoned experience as a Quality Analyst or in a similar quality assurance role, preferably in the industry related to the organization’s products or services.
- Seasoned experience in driving continuous improvement initiatives and implementing corrective and preventive actions.