Skill description
Ensuring the delivery of high-quality interactions and experiences that meet customer expectations across all touchpoints and channels.
Guidance notes
Activities may include, but are not limited to:
- engaging with customers through various research methods to understand needs, preferences and expectations.
- creating and optimising customer journeys to enhance satisfaction, loyalty and overall experience.
- developing and implementing data-driven customer experience strategies aligned with business goals.
- continuously monitoring, measuring and acting upon customer feedback using appropriate metrics and systems.
- applying market research and segmentation insights to personalise customer experiences.
- leading cross-functional initiatives to ensure consistent, integrated experiences across all channels and touchpoints.
- evaluating and leveraging appropriate technologies to enhance and innovate customer experiences.
- ensuring compliance with relevant standards, regulations and policies in customer experience practices.
Level 2Assist
Assists in the creation of customer journey maps and identifies key touchpoints for improvement.
Follows established procedures to document customer feedback and support the implementation of minor improvements.
Level 3Apply
Analyses research to gather detailed insights into customer needs and preferences.
Uses appropriate tools and methods for data collection.
Participates in the design and optimisation of customer journeys.
Collaborates with team members to implement customer experience improvements.
Documents findings and supports the analysis process.
Level 4Enable
Uses customer research findings to gain a comprehensive understanding of customer needs and expectations.
Enables the creation of visual representations of customer journeys to enhance cross-functional collaboration.
Designs and refines customer journeys, working with cross-functional teams to enhance touchpoints and interactions.
Develops and implements designs to improve customer experience.
Recommends and applies appropriate technologies and segmentation insights to enhance customer experiences.
Monitors metrics and feedback to assess effectiveness and drive continuous improvement.
Level 5Ensure, advise
Plans and oversees customer experience initiatives.
Ensures alignment with business goals and customer expectations.
Establishes frameworks for monitoring and measuring customer experience.
Uses data-driven insights to guide improvements.
Ensures customer experience designs leverage customer insights and emerging technologies for personalised experiences.
Works with senior stakeholders to develop and implement customer experience strategies.
Drives collaboration across teams to ensure a consistent experience.
Level 6Initiate, influence
Champions customer experience at an organisational level.
Leads strategic initiatives to enhance customer experience, including the evaluation and adoption of innovative technologies and approaches.
Aligns efforts with business objectives and customer needs.
Monitors industry trends and innovations in customer experience.
Develops policies and standards to guide customer experience practices.
Ensures adoption of good practices and continuous improvement within the organisation.
No notes added yet.
Comments
0 comments
Please sign in to leave a comment.