CX Project Lead to Samsung

1 week ago

Stockholm, Stockholm, Sweden Digitalenta Full time

We are now helping Samsung Nordics to find a driven CX Project Lead to join their team based in the Stockholm office.

The CX Project Lead is part of the Nordic Customer Satisfaction team and has a key role in securing and optimizing a high-quality Consumer Experience across all touchpoints. Main responsibility is to drive improvement activities along the consumer journey with key focus around Contact Center and Digital Channels. Resulting in an enhanced customer experience to drive loyalty and an efficient customer service with high quality.

Job scope and key deliverables:

  • Drive CX focus project implementations strongly connected with Contact Center Operation and digital channels.
  • Collaborating with various internal and external stakeholders to ensure the end-to-end management of a project.
  • Identify improvement opportunities along the Consumer Journey and Touchpoints.
  • Ensure data driven decision making and prioritization.
  • Pro-actively work with identifying issues related to the customer journey and establish improvement projects.

Examples ofprimary tasks:

  • Be the Project Lead champion in CS. Secure Consumer Satisfaction as the number 1 priority.
  • Ensure successful deliveries of CX Projects. Monitor and follow the status and results of the projects.
  • Analyze performance and bring insights of areas that that need improvement.
  • Ensure regular reporting and communication about findings and discuss possible solutions with Touchpoint (TP) owners.
  • Identify improvement and business opportunities and share findings with the organization.
  • Inform and keep the team up to date with the latest relevant insights. Work with relevant stakeholders define actions to address the topic or opportunity.

Main competence required:

  • Leading & Deciding:
    • Takes control and exercises leadership. Initiates action, gives direction
  • Organizing and Executing:
    • Plans ahead and works in a systematic and organized way. Follows directions and procedures. Focuses on customer satisfaction and delivers a quality service or product to the agreed standards.
  • Interacting and Presenting:
    • Communicates and networks effectively. Successfully persuades and influences others. Relates to others in a confident and relaxed manner.
  • Adapting and Coping:
    • Adapts and responds well to change. Manages pressure effectively and copes with setbacks.

Experience & knowledge required:

  • At least 3 years within Project management
  • Contact Center experience
  • Fluent in English
  • Other Nordic languages are meritorious but not a requirement

Samsung is a dynamic company in a fast-moving industry, there are many opportunities to grow and develop In order to enjoy working with us you must be a person who appreciates tempo, change and takes own initiatives.

About the assignment

For this assignment you will be hired as a full-time consultant by Digitalenta. We offer our consultants a generous package including healthcare allowance, insurance policy, paid vacation days and pension savings. In addition, you'll also have a dedicated consultant manager available throughout your employment with us, in addition to optional networking activities with our network of consultants.The assignment is full-time and starting ASAP.


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