Responsible for improving the Customer Experience in country, contributing to improved Customer Loyalty and profitable growth. The CX Lead owns and develops the Customer Loyalty Improvement Process (CLIP) and manages and develops the Contact Center to improve Customer Experience and support lead and revenue generation. Where applicable, the CX Lead oversees dependent countries
1. Customer relations and quality
Build up and lead a network of unit-representatives within the country and dependent countries (where applicable) to continuously improve customer experience, by defining, planning and implement related actions jointly with local business units.
Manage the execution of relational NPS surveys including assigned GAM surveys. Oversee usage and lead adoption of NPS transactional surveys in units, from a country perspective.
Ensure that NPS survey results and customer feedback at country and unit-level are analysed and used as a base for defining and following up on improvement actions
2. Process development
Develop the Contact Center related processes to improve efficiency, effectiveness and Customer Experience. Ensure widespread knowledge and consistent usage of Customer Experience relevant tools like NPS and CCRP, with respect to front-end and customer-facing staff.
Monitor, report (including the monthly CCM KPI reporting), communicate and follow up on performance indicators
Prepare and present relevant Customer Experience reports for Country Management Team, based on NPS (relational and transactional), CCRP etc.
4. People leadership and development
Ensures that the Contact Center(s) is properly organized, staffed and directed. Builds an effective, capable and high performing organization. Develops talent, appoints managers and reviews effectiveness.
A ABB é LÍDER EM TECNOLOGIA DE ENERGIA E AUTOMAÇÃO e seu objetivo é aprimorar a performance de seus clientes e reduzir os impactos ambientais. Atualmente a ABB possui cerca de 113.000 funcionários em torno de 100 países. A matriz encontra-se em Zurique na Suíça. No Brasil a ABB encontra-se nos seguintes locais: Betim-MG, Blumenau-SC, Camaçari-BA, Guarulhos-SP,Osasco-SP. Nos últimos anos a ABB conquistou o título de “UMA DAS MELHORES EMPRESAS PARA SE TRABALHAR” e hoje, sente-se satisfeita e orgulhosa por saber de seu interesse em tornar-se nosso colaborador.