Chief Specialist - Customer Experience

Responsibilities

• Perform other responsibilities associated with the position as appropriate
• Introduce service and channels improvements and design methods that take into consideration the concepts of co-creation with customers. With inputs from Voice of Customers reports, workshops, focused groups and others, to ensure the greatest impact on customer’s experience, and to achieve alignment with customers’ needs from the services and channels
• Prepare and implement a customer experience framework, that considers all services, across all agencies and sectors, including business and individual customer’s sections
• Drive change and develop cross-RTA experience accountability matrix and maintain a dedicated list of top customer experience improvement initiatives
• Use customer insights and customer journey mapping to define, prioritize, and strengthen the experience for the most critical moments of truth
• Create and nurture a culture through behaviors, practices, and standards that encourage all employees to focus on delivering outstanding customer experiences
• Enhance delivery of service design framework, which includes customer experience measurement framework and identify key metrics for tracking experience quality, satisfaction, and loyalty
• Lead the development of a customer experience and service design framework articulating the clear direction of the customer experience that RTA seeks to create in support of its strategy and core values, including direct linkage to the customer experience activities, resources, and investments and work on communicating the new framework to the whole organization
• Regularly conduct desktop research efforts to ensure studies linked to latest trends in service design and design thinking, as well as maintaining a repository of references of leading practices in that domain
• Develop a clear reporting structure and mechanisms for the service design activities
• Develop and maintain service management framework across RTA, to enable seamless creation, update or delete of services and channels, and to govern the process to enable smooth, controlled and measured change activities
• Maintain service catalogue through implementing governance framework on service management, to ensure consistent and accurate service details
• Envision, create and follow up on projects and initiatives related to the design and maintenance of services and customer experience, including services and experiences that are corporate
• Ensure service information is available at all RTA service delivery channels whenever applicable, in a consistent and well-maintained manner, and to provide a seamless experience for customers across channels for the future of Omni-channel experience

Qualifications

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