Job description:

Here is an opportunity is to be part of HCL Technologies

Role definition –
We are seeking a highly motivated and experienced Customer Experience and Service Excellence Manager to join our team. The ideal candidate will be responsible for enhancing service and operational excellence, identifying opportunities for improvement, implementing best practices, and leading initiatives to optimize customer and employee experiences.
Expected qualification and critical experiences –

• Bachelor’s degree in Business Administration, Management Information Systems, Information Sciences, Engineering, Computer Science.
• Overall 12+ years with 7+ years of progressive experience in Service Delivery, Operations Management, or Customer Support.
• Strong program management experience, including strategic planning, organization, execution, and follow-through.
• Strong data gathering and analytical skills, which translate to action for improvement.
• Good presentation skills to build and share inspiring visual stories and use cases.
• Understanding of digital workplace solutions that enable collaboration, communication, and knowledge sharing.
• Customer Experience organization preferred.

• Onboard client's teams to the CX Program by conducting in-depth Customer Learning sessions, CX Maturity Assessments, and Voice of the Customer analysis.
• Design, conduct, and evaluate studies to identify key customer interactions that need attention or improvement, documenting requirements.
• Develop personas, journey maps, and other tools to lead teams through problem-solving of complex business and technical challenges that directly impact the customer experience.
• Analyze, quantify, and clearly articulate the value derived from program actions.
• Design new and innovative customer interactions and touchpoints to enhance and differentiate our customer experience.
• Prioritize, manage, and deliver people/process/technology initiatives that optimize the Customer Experience end-to-end and result in quantifiable CX metric improvements.
• Provide thought leadership on the latest CX strategies and tools and seek to constantly advance HCL’s position as a leader in Digital Workplace Services.
• Regularly communicate progress and opportunities to all levels of the organization using engaging and informative content.
• Effectively influence fellow leaders and team members to gain support for the CX Program with data and persuasion. Evangelize the Customer Experience mission and vision to all levels of the organization.

• Review and recommend service level hygiene and improvement.
• Proactively assess operational practices across people, processes, and tools.
• Drive Continual Service Improvement Programs across various client and digital workplace services domains.
• Conduct Customer Experience/Technology Roadmap Workshops and create roadmaps to support efforts.
• Establish and implement industry best practices within our service delivery.
• Identify the need for proactive SWAT Programs.
• Make recommendations for tool adoption and maturity and drive implementation.
• Drive improvements to support end-user and customer leadership experience.

• Understand the challenges users face adapting to new digital technologies and ways of working.
• Conduct workshops, interviews, surveys, focus group studies, and other engaging activities across the customer’s organization to collect and analyze user behavior data.
• Define and track adoption metrics across multiple initiatives in a program by analyzing tool usage data, monitoring end-user adoption.

• Certified or trained in Project Management (Agile Scrum Master, PMP/Prince2, CAPM, etc.).
• ITIL v3 or above certification.
• Experience in handling End User Technology Transition and Transformation Projects.