Client Experience Specialist

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can grow, belong and thrive.

Your day at NTT DATA

The Client Experience Specialist (CXS) Specialist's role is to ideate & map, optimize, and enhance the end-to-end client journey in the organization using a data-driven approach.

He/She partners closely with internal and external stakeholders to collect feedback & information, create journey maps & standard operating procedures that provide insights to client needs, drive improvement of client experience, and create operational efficiencies.

The CX Specialist creates high value journeys and initiatives for our Crew and Clients Experience Journey as they interact with our growing portfolio of services, applications, products and solutions.

The CX Specialist plays a critical role in implementation, monitoring and developing new initiatives that provide service insights leading to action for our business. He/She brings proven methods and solutions to improve the way we work, how we support our customers.

To thrive in this role, you need to have:

• Lead discovery sessions to deeply understand the current customer experience today, perform research with our Crew and Clients to understand more, and work cross-functionally to define the future state.
• Apply design thinking in collaborative environments to innovate and improve the Crew and Client Experience.
• Use Voice of the Customer Program and operational data to gain insight across the customer journey and use date to ideate, design and implement best experience journeys across different touch point.
• Evaluate interactions with all systems and channels to help identify key areas of opportunity for improvement.
• Determine root-cause for complaints related to Crew and Client Experience that are not on a high value journey and develop initiatives to get them back on track
• Work closely with internal and external partners to plan and execute strategic initiatives and defined experience journeys.
• Set and communicate goals, action plans, and key metrics for business functions aligned to Service Experience Enhancement
• Create standardized playbooks and interventions for each point in the customer journey
• Develop key benchmarks and measures of success aligned to Client and Crew Experience.

QUALIFICATIONS, EXPERIENCE, SKILLS & KNOWLEDGE

Qualification:

• Bachelor's degree; concentration in Business, Marketing or Communications or equivalent experience
• Client Experience Certification – CXS
• Service/Client Journey Design certification and experience.
• IT Background or having worked in an IT organization highly desirable.
• Project Management Skill highly desirable.

Skills, Knowledge and Experience:

• 2+ years in a project management, process improvement or service experience role.
• Experience in gathering and interpreting customer experience information.
• Experience running journey mapping, service design, or design thinking workshops
• Detail oriented with strong organizational and project management skills.
• Has strong storytelling abilities, verbal and written communications, social interactions, and a proficiency with technology
• Prior experience at a services or product company creating and implementing customer experiences based on data-driven insights
• Strategized and successfully implemented innovative customer strategies (technology, process, people) in a high-growth environment
• Experience in working with multiple work streams within a complex, high growth environment
• Strong interpersonal and communication skills; excellent verbal and written skills; ability to work independently and remotely

Workplace type:

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

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