Continuous Improvement Manager - Customer Experience
- Recruiter
- Pact Recruit Limited
- Location
- Durham
- Salary
- Neg.
- Posted
- 18 Jan 2017
- Closes
- 27 Jan 2017
- Sectors
- Customer Service & Call Centre
- Contract Type
- Permanent
- Hours
- Full Time
PACT are delighted to be supporting a fantastic organisation who are looking for a Continuous Improvement Manager with a strong Root Cause Analysis and customer experience background.
The successful candidate will have a strong root cause analysis and customer experience background with the ability to bring together insight and articulate key improvements across the organisation. This individual will have excellent communication skills with the ability to present across all levels of the business.
This individual will be able to tell a story through analysis and use this to influence key decisions across continuous improvement. They will take full autonomy of projects and will oversee the delivery and production of Root Cause Analysis and Insight from multiple sources including - complaints, customer dashboards, customer surveys, CRM data etc.
Key Skills:
- A strong background in root cause analysis with 'hands on' experience
- A background within continuous improvement across customer operations
- Experience with root cause methodologies (5 Whys, Fishbone, Lean, Six Sigma)
- A strong background within Customer Experience in a Continuous Improvement environment
- Excellent presentation skills
- Excellent stakeholder management skills
- Strong passion for customer experience
The successful candidate will have a strong root cause analysis and customer experience background with the ability to bring together insight and articulate key improvements across the organisation. This individual will have excellent communication skills with the ability to present across all levels of the business.
This individual will be able to tell a story through analysis and use this to influence key decisions across continuous improvement. They will take full autonomy of projects and will oversee the delivery and production of Root Cause Analysis and Insight from multiple sources including - complaints, customer dashboards, customer surveys, CRM data etc.
Key Skills:
- A strong background in root cause analysis with 'hands on' experience
- A background within continuous improvement across customer operations
- Experience with root cause methodologies (5 Whys, Fishbone, Lean, Six Sigma)
- A strong background within Customer Experience in a Continuous Improvement environment
- Excellent presentation skills
- Excellent stakeholder management skills
- Strong passion for customer experience