Leadership & Strategy:
• Accomplish Customer Experience objectives by planning for recruiting, selecting and managing appropriate resources in the Unit
• Set performance goals and review performance and progress against them for all team members
• Make recommendations as to job requirements and any additional resources to ensure effectiveness of the functions
• Develop the Customer Experience Section strategy in line with the organization strategy.
• Oversee the identification and fulfilment of the customer experience initiatives towards achieving operational plan.
Policies, Systems, Processes & Procedures
• Recommend improvements to Customer Experience Section policies and processes and direct their implementation
• Review Customer Experience Section KPIs and recommend improvements and track Customer Happiness Unit performance against targets
Experience Audits
• Ensure assessment of customer service channels and compliance to happiness standards
• Review action plan for improvement areas and ; recommend changes/ improvements in the action plan
• Understand, monitor and escalate any risks related to customer experience within GCAA
Job Description
Doc ID: SUPS.HCD.TEM.0012 Issue Date: 13.05.20 Rev. Date: DD.MM.YY Rev #: 01 Page 2 of 3
4. DESCRIPTION
• Review Customer Happiness Audit reports and rectify the findings.
Happiness Standards & Service Levels
• Monitoring overall customer experience for GCAA and reporting to Director – Corporate Development.
• Revise, advocate and recommend to the board service SLAs across GCAA according to customer expectations and best practices, in coordination with the business units
• Review and approve customer communication scripts and communication principles
• Recommend and approve interdepartmental SLAs regarding inquiry and complaints resolution
• Ensure SLAs are tracked; review performance against SLAs and analyze experience quality audit reports
Continuous Improvement
• Stimulate subordinates and contribute to the identification of opportunities for continuous improvement of the unit systems, processes and practices
• Review recurring customer experience issues/ risks, explore root causes and improve corrective actions
• Plan and ensure action on all GCAA Customer experience directives as they relate to particular initiatives
• Identify improvement areas and recommend actions
Reports
• Supervise the preparation of timely and accurate reports of the unit to meet organization requirements, policies and standards.
• Supervise audit reports and share concerns with higher management
Quality, Health, Safety, & Environment
• Oversee and ensure compliance to all relevant QHSE management policies, procedures and controls across the unit to ensure that GCAA provides a safe, secure and environmentally responsible service to its stakeholders and internal staff.
Other Tasks/ Accountability
• Perform additional tasks relevant to the role / area of expertise as requested by the management to be able to achieve the objectives/commitments.