For one of our clients in the consumer goods industry we’re looking for a freelance Digital Customer Experience Consultant: Project description The service is requested as part of the project above. Make an impact in our journey to become an agile, customer-centric, cross-functional and data-driven organization by shaping your part of our B2B Digital Transformation Deeply understand the Customer and ensure that the Voice of the Customer is incorporated across the whole E2E Customer Journey through direct, indirect and inferred customer feedback Help grow the client business by including the Voice of the Customer across the whole Customer Journey to steer any cross-functional CX improvement, across Marketing, Sales and Service functions for all our B2B businesses and Regions
Background to the assignment
External resources are needed as there is no internal staff with the required expertise in the following areas:
Voice of Customer experience in large multinationals (NPS, CSAT, CES, NSS)
Strategic and pragmatic VoC approach design & implementation
VoC Capability design and building
Statistical VoC analysis & insights understanding
Project Management and stakeholders management skills
Therefore, the external consultant is in a unique position and performs significantly different tasks than the internal employees. Task description The scope of services includes the following tasks, which are independently performed by the external contractor:
Consult the project team on how to design best-in-class VoC methodology, strategic approach and measurements cross-channels and functions at Global, Regional, local and SBU level
Incoprporating the Voice of the Customer across the whole Customer Journey through direct, indirect and inferred customer feedback in order to improve and steer overall CX, positively impacting NES
Consult the project team on how to build the new Voice of Customer Capability in terms of:
Priorities
Roadmap
Blueprint
KPI framework
Best practices across the end-to-end customer journey
Consult the project team on how to shape, implement and continuously optimise the Voice of the Customer capability across all axes:
Customer & Business
Organization & Way-of-Working
Technology & Data
Set the stage to deliver a coherent E2E Digital Customer Experience across all of the client’s channels by listening to customer needs and other Voice of the Customer insights as input to spark new ideas and CX improvements, working across all SBUs/Regions/Functions to maximize engagement and drive conversion and business growth
Consult the project team on how to drive full adoption of the Voice of the Customer capability and standards across all SBUs, Markets and Functions
Consult the project team on senior stakeholder management & vendor management
Skills:
Bachelor's or master's degrees in Marketing / Communication, Business Administration and/or Economics with a strong focus on customer-centricity
10+ years of experience in working with Digital and Customer Experience in a large corporation (ideally in the industrial / manufacturing sector) with strong data-driven background
Expertise and proven success in developing and deploying Voice of the Customer strategy, Customer Journey mapping and improvements cross-functions
Strong experience with agile, data-driven decision making and working in cross-functional teams
In-depth understanding of user experience (UX), customer feedback, Voice of the Customer technologies and continuous improvement cycles
Solid experience with Customer Market Research is a very nice to have