- Always on customer focus:
- Establishing a robust system for collecting and analyzing longitudinal industry benchmarks, real-time customer feedback and mystery shopping data.
- Regularly engaging directly with customers and dealers to gain firsthand understanding of their experiences and needs.
- Generating customer centered insights that power improving on experiences and identifying new ones.
- Strategic leadership: Leading strategic development, planning and execution of CX projects from ideation to full-scale implementation. This includes:
- Employing Human-Centered Design methodologies (e.g. user research, usability testing, journey mapping) to deeply understand our customers’ needs and expectations throughout the end-to-end customer journey.
- Developing and implementing the right experiences/products to address those expectations.
- Building robust businesses cases to demonstrate the long-term viability and ROI of CX initiatives, securing buy-in from stakeholders.
- Collaborating effectively with cross-functional teams and market CX teams to align on CX initiatives and ensure seamless integration across the organisation.
- Employing a PDCA (Plan-Do-Check-Act) Cycle: Defining success metrics, tracking progress, and optimizing strategies to deliver value iteratively and efficiently to customers.
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