Job Purpose:
The Customer Experience Expert plays a pivotal role in ensuring that the design of all the customer touch points will meet the expected high standards needed to provide excellency in the High-Speed Rail project.
The Customer Experience Expert will need to ensure full alignment of all other internal and external departments involved, representing customer experience (CX) in all High-Speed Rail design gates review.
Education:
Bachelor Degree in economic or engineering disciplines
Experience:
At least 8 years of experience in High-Speed (preferable) or Long Distance Rail of which at least 4 years will have been spent in a strategic design or delivery role.
Previous employment in a Customer Service centric organisation is essential with demonstrated experience in driving continuous improvement through process.
Functional Skills:
Excellent working knowledge of the Rail industry at multi levels including Customer Operations and Service Delivery
Proven successful and demonstrated experience of working within large teams
A strategic thinker
Excellent spoken and written English skills
Problem solver who is able to analyse data and make informed decisions Communicates clearly to others and able to present at a high level
Adapts quickly to changing environments and is embraces change as an opportunity