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Voor een directe eindklant in Schiphol Rijk is Harvey Nash op zoek naar een Customer Journey Consultant.

Start: z.s.m.

Duur: 3 maanden

The Customer Experience Management team is part of the B2C and is there to realize our ambition as a customer centric organization driving growth from loyal customers. The team is a key corporate role responsible for working with local and corporate product, marketing, sales, customer care and online departments, to:

Create a clear Customer Experience Strategy

A framework for execution using proven CEX tools

Clear and regular performance reporting

Using Customer insight to identify improvement opportunities

Hands on support to tackle key CEX challenges

The Customer Journey Consultant role has the responsibility for driving the journey mapping process for our marketing propositions. This includes defining a collaborative approach and drive execution of journey mapping as part of our marketing propositions.

Key Accountabilities

Supporting scoping of differentiating journeys as part of Value Propositions

Collection of customer feedback as input to journey mapping; by doing analysis and collecting information from country CEX teams

Collaborative Journey Mapping design sessions & document results

Validating journey mapping results with customers

In collaboration with project teams translate journey maps into concrete requirements for implementation

Ensure alignment with CEX analysis and journey mapping teams in countries

Establish effective CEX influence within key change programs through personal or team involvement

Supporting the other members of the Customer Experience team in their activities and covering in their absence

Knowledge & Experience

Education:

Degree in Business management preferred

Fluent in English (verbal and written)

Basic communication skills in Spanish (verbal)

Knowledge & Experience:

3+years working directly in telecoms

3+ years delivering Customer Experience based activity

Experience with journey mapping in a B2C environment

Experience in consultancy, other service industries desirable

Strong Commercial awareness and the ability to make relevant recommendations

Leadership experience in Customer facing role

8+ years total experience

Knowledge of Strategy, Operational and Financial Planning and Project management

A proven track record of providing clear communications on complex topics

Skills & Abilities:

Collaborative approach towards experience design/journey mapping to ensure idea generation from key stakeholders and ensure buy-in for ideas.

Ability to think strategically and translate to tactical execution

Analytical and concise approach with ability to quickly move from analysis to action

Team player with the ability and desire to work out problems when they occur

Highly pragmatic self-starter with impressive delivery performance record

Proven ability to operate flexibility in complex and dynamic working environment

Able to present and communicate at the most senior levels of the organization

Ability to communicate complex issues in simple terms and develop effective presentations with a compelling narrative

Confident and experienced in running workshops with audiences including senior management and subject matter experts

Strong communication, facilitation and influencing skills

Ability to work on multiple projects concurrently

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