Customer Service
Permanent
Job Description
- Align with UK & Delivery teams, to ensure leading-edge thinking is present & economies of scale are realized
- Work with UK & our Strategy & Insights teams to embed the voice-of-customer into Programme and understand drivers
- Manage Programme governance structure
- Implement measurement framework, reporting, and analytics capabilities
- Manage internal ‘Bringing to Life’ workstream with HR Communications team
- Provide deep expertise in the six core Sky customer journeys for all products across all channels (direct, digital, retail, and in-home).
- Plan and lead cross-functional customer journey mapping workshops with key stakeholders.
Required Knowledge, Skills, and Abilities
- Organized with a natural inclination for strategic planning
- Well-developed skills in business analysis
- Know-how to analyze, plan, and deliver a large and varied work portfolio
- Technical and commercial know-how, with the ability to translate customer needs into clearly defined project proposals
- Strong, clear communicator who excels in simplifying the complex but is also comfortable in the detail depending on the audience.
- Well-organized and efficient at managing time to meet commitments and deadlines
- Knowledge of customer feedback mechanisms and the ability to incorporate that feedback in planning
Reference no: 90312