For our telecommunication customer, we are looking for a Customer Experience Specialist

Main Task

• Support the NRTC core team in CX assessments and implementation of big and small CX changes 
• Improvements in all stages of the program’s pipeline. 
• The CX specialist will be mostly involved in the analysis, assessment, design, implementation and evaluation stages of the pipeline
• Using customer journey mapping, customer experience canvas, personas and/or other CX tools to ensure assessment of as-is and design to-be processes
• Documenting changes in customer journeys and CX design 
• Evaluating CX changes/improvements the program makes through KPIs and measurable achievements 
• Coordinate all CX changes from the NRTC program with other CX initatives and existing processes to ensure that the program delivers coherent customer experiences 

What is the outcome of the consultancy work? 

• Ensure that the NRTC program measurably improves customer experiences and that CX is measured and followed up throughout the program