This is an exciting opportunity to join a successful independent agency for a 4 month contract, as their Customer Experience (CX) Innovations Director.
The agency is known for delivering outstanding results in creative strategy, data insights, and customer / employee engagement.
They're passionate about creating experiences that put people first and drive real business growth.
If you're a seasoned expert in CX and Employee Experience (EX) innovation, have a flair for reimagining processes, and thrive on impactful change management, this opportunity could be yours ...
Responsibilities :
Spearhead a large-scale EX innovation project, focusing on streamlining backstage processes and designing EX service blueprints informed by deep qualitative and quantitative insights.
Lead CX / EX innovation initiatives, aligning strategies with organisational objectives to deliver measurable results.
Drive change management initiatives, ensuring smooth adoption of transformative processes.
Create and socialise service blueprints that integrate customer-facing and backstage activities seamlessly.
Collaborate with cross-functional teams, blending expertise in marketing, operations, and technology to bring ideas to life.
Use data-driven insights to measure project impact and inform continuous improvement.
Act as a thought leader, staying ahead of industry trends and delivering best practices to elevate our clients' success.
Qualifications :
Proven expertise in CX / EX design, with a portfolio that showcases measurable impact.
Exceptional skills in service blueprinting and process design, integrating both front stage and backstage elements.
Strong capabilities in qualitative and quantitative research, turning insights into actionable strategies.
Deep understanding of change management concepts and a track record of driving transformation within complex organisations.
Top-tier communication and stakeholder management skills, with the ability to influence senior leadership.
A highly innovative, adaptable mindset with a passion for meaningful change.
Outstanding project management skills, delivering high-quality work on time and within budget.
You'll join a team that values creativity, thrives on data-driven results, and prioritises people-first strategies.
If you have the skills and experience, I'd love to hear from you.
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