King Of Prussia, PA
Industry: Medical Devices & Diagnostics•
11 - 15 years
Posted 268 days ago
Develop a relentlessly customer focused culture and service delivery process. Provide oversight and input into Business Technology (BT) initiatives that impact customer experience. Lead the ongoing evaluation and analysis of BT work processes to identify opportunities to re-engineering workflow to improve customer experience. Initiate and manage meaningful change; effectively integrate change into ongoing operations.
As a member of the BT management team, the role actively contributes to the development of BT plans and strategies at a global level.
Be the BT champion to promote customer-centric decision making and approaches. BT Customer Experience Manager develops and delivers work instructions and training materials for BT systems that enable and enhance the End Users experience of BT systems and services.
The incubmant will works closely with Customer Facing teams to ensure understanding of service requirements and business critical events.
Seek, internal and external, proven ideas and concepts to generate new solutions; recognize and champion great ideas.
Lead community of practice for Knowledge Transfer Management (Dev-2-Ops). Lead in marketing BT services to the customer and collecting feedback for Service Improvements especially to BT-to-Customer engagement points such a End User: Training Requirements, Service Request Catalogue, Service Desk, Field Services (Desk Side) support, Newsletters and broadcast email communications.
Bachelor’s Degreerequired; a Master’s Degree is definitely a plus.
Infrequent travelrequired to EMEA and APAC.