Customer First Culture Architect
6 days ago
This role is responsible for developing and executing CX cultural transformation programs to instill a customer-first mindset, driving behavioral shifts in customer service and ensuring alignment with business objectives.
Main Responsibilities
- To develop and execute CX cultural transformation programs to instill a customer-first mindset, driving behavioral shifts in customer service and ensuring alignment with business objectives.
- To establish structured recognition programs to reward employees who deliver exceptional customer experiences, design and manage employee engagement events, including CX Champions, employee awards, and leadership acknowledgments.
- To develop and manage internal CX communications, maintain a CX knowledge-sharing platform for employees to learn and adopt best practices, and organize CX Open Days and engagement forums to foster employee participation in CX initiatives.
- To act as a liaison between the company and township communities to address customer concerns and service needs, develop structured township engagement programs to enhance resident satisfaction and improve homeowner relationships.
- To work closely with HR, Sales, and Customer Service to align engagement strategies with business goals, track and report engagement program effectiveness through participation rates and feedback surveys.
Essential Requirements
- Bachelor's Degree in Marketing, Communications, Customer Experience, or Business.
- 5+ years of experience in CX engagement, internal communications, or change management, with a strong background in leading change management initiatives and employee engagement programs.
- Proven ability to implement structured recognition and service excellence programs, experience in community engagement and customer interaction beyond transactional services.
- Strong stakeholder management skills with the ability to influence cultural shifts within an organization.
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