Customer Experience Expert - 12 Month Secondment
| Posting date: | 15 August 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | Competitive with Excellent Benefits Package |
| Hours: | Part time |
| Closing date: | 27 August 2024 |
| Location: | None, None |
| Company: | Tesco |
| Job type: | Temporary |
| Job reference: | tesco/TP/12938788/901177 |
Summary
About the role
As a Customer Experience Expert, you will share CX insight through analysing and using the data in our NPS programme/CX team and drive actions through the business to achieve our strategic outcome of Simple & Helpful CX.
The aim is to be the customer champion; bringing the customer to life for colleagues and to achieve Market Leading Customer Experience to move Tesco Mobile back to number 1 in the market. You will be responsible for assessing and planning against some of the key projects landing in the business, supporting with external partners to lead the CX programmes, education in the business to drive NPS understanding and key supporting metrics and evolve, shape and be a part of the CX strategy.
You will be responsible for
- Embedding NPS into the culture of Tesco Mobile with a specific focus across in life journeys (this will change in an agile way)
- Part of the TNPS migration squad with strategic planning for future iterations
- Socialise NPS performance, key drivers and NPS impacts through in life journeys and other squads via team sessions and regular partner catch ups
- Embed the CX plan and drive accountability through the business via regular updates and channel performance obeyas
- Share customer stories and outcomes to drive engagement
- Leverage the Brand and CX data to focus the business on the things that make the most difference to our overall scores and help us prioritise business activities and journey improvements
- Use the data to ensure NPS is a prioritisation call, with new projects having NPS scores agreed
- Understand potential impacts of each activity to prioritise key NPS activities and gain business buy-in
- Maintain and ensure our touchpoint listening programme (TNPS) and relationship listening programme (RNPS) are running efficiently and effectively
- Ensure survey requests and response rates are maintained
- Survey request errors are kept to a minimum
- Identify areas for improvement and make recommendations for new technology
- Hold channels accountable for their scores and targets
- Be the point of contact for any changes or improvements to the programme. Including survey content and business rules from both internal and external stakeholders.
- Ensure data is analysed and reviewed on a regular basis with attention to detail on the dataset
- The ability to be the voice of the customer and challenge at all levels across the business, with the ability to craft and direct business strategy and decisions based on Insight.
- The ability to understand and translate high volumes of data and insight into a persuasive and clear narrative is important in this role
You will need
- Partner management and positive relationship building
- Ability to constructively challenge
- Insight and storytelling
- Communication and collaboration
- This role will suit someone who is highly ambitious, hardworking and determined
- Positive can-do attitude is a must
- Comfortable in a highly visible role with high level of exposure
- Adept at challenging the status quo and being the voice of the customer while balancing commercial and business needs
#LI-HS1
#LI-Hybrid
What’s in it for you
We’re all about the little helps. That’s why we give our wonderful colleagues bags of benefits. Including wellbeing services, an award-winning pension scheme and much, much more, our colleague reward package keeps on giving. And helps make every day a little better for you and your family. These include but are not limited to:
- Annual bonus scheme of up to 20% of base salary
- Holiday starting at 25 days plus a personal day (plus Bank holidays)
- Buy holiday salary sacrifice scheme (for salaried roles)
- Private medical insurance
- Retirement savings plan - save between 4% and 7.5% and Tesco will match your contribution
- Life Assurance - 5 x contractual pay
- 26 weeks maternity and adoption leave (after 1 years’ service) at full pay, followed by 13 weeks of Statutory Maternity Pay or Statutory Adoption Pay, we also offer 4 weeks fully paid paternity leave
- The right to request flexible working from your first day with us
- Free 24/7 virtual GP service, Employee Assistance Programme (EAP) for you and your family, free access to a range of experts to support your mental wellbeing
- A Colleague Clubcard for you & a family member (after 3 months of service), giving you access to lots of discounts in-store & online
- Great colleague deals and discounts, saving you money on everyday purchases, eating out and utility bills for the home
- Access to our colleague networks providing a space for colleagues to come together from a range of backgrounds. For more information about our colleague networks please click here
- Opportunities to get on - take advantage of our ongoing learning opportunities and award-winning training, to help you achieve the job and career you want
Click Here to read more about the full range of benefits we have available for our colleagues
About us
Tesco has become a market leader by doing the little things that really matter for our customers and colleagues.
It’s part of what makes Tesco such a great place to work, and we’re proud to have been accredited as one of Britain’s Top Employers again this year.
We're the UK's number one retailer and we pride ourselves on offering a great shopping experience. We are passionate about our food, merchandise and services and will always try to get things right for our customers.
But did you know we also offer great job opportunities? With stores, distribution centres and offices across the UK, and a vast variety of roles, we are always looking for people who have a hunger to work with customers and colleagues across our exciting business.
We believe in treating each other with respect and giving everyone an equal opportunity to get on. It's our people that make the difference every day - helping us make a difference for our customers
Should you be successful in your application, your offer will be subject to and conditional upon you providing your bank account details before your agreed start date.
For more information about us please visit www.tescoplc.com
Proud member of the Disability Confident employer scheme