Director Customer Experience Implementation

1 week geleden

SchipholRijk, Nederland Liberty Global Technology Services BV Voltijd

ABOUT US

We're all about building Tomorrow's Connections Today, uniting people through the magic of our cutting-edge technology.

Liberty Global stands out as a global leader in converged broadband, video, and mobile communications. As active backers of pioneering infrastructure, content, and technology ventures, we're deeply invested in shaping the future.

Our commitment to fibre-based and 5G networks is pivotal in society, delivering over 85 million fixed and mobile connections currently. We're advancing to the next level with our product offerings, preparing our networks for speeds beyond 10 Gbps.

Creating national champions is our forte, merging top-notch broadband and mobile networks under flagship brands like Virgin Media-02, VodafoneZiggo, Telenet, Sunrise, Virgin Media, and UPC.

Liberty Global Ventures, our global investment arm, boasts a portfolio of 75+ companies and funds across content, technology, and infrastructure. Noteworthy strategic stakes include ITV, Univision, Plume, Lionsgate, and the Formula E racing series.

Our vast scale allows us to share knowledge across our ventures, fostering a network of brands committed to innovation and excellence.

Embracing diversity, equity, and inclusion in our workplace and communities is a top priority. We're leveraging technology for the greater good - for our teams, partners, and the planet.

JOB PURPOSE

As passionate advocates of innovative ideas and digital excellence, our Customer Experience teams hold vital roles within our organization. Spanning various functions from design and architecture to innovation and delivery, these teams are the backbone of our operations. The Director of Customer Experience Implementation, part of the Customer Experience Department, spearheads the definition of customer experience and product platform roadmaps. This pivotal role focuses on scaling deployments, ensuring seamless, top-quality experiences to drive the success of our operating companies. If you thrive on making a difference through successful implementation and have a zeal for delivering exceptional customer and product experiences, we welcome you as a key player in our team.

This is a global position with multi-country responsibilities (3 PE and UK), overseeing implementation on central platforms across our four operating companies.

KEY ACCOUNTABILITIES

Planning and Driving Execution:

- Develop and execute short- and mid-term plans for customer and product experience initiatives in alignment with organizational objectives.

- Ensure successful implementation of initiatives enhancing customer satisfaction and product success in a cross-functional, cross-country setting with close collaboration with Roadmap and Delivery Teams.

Cross-Functional Collaboration:

- Collaborate with various teams, including product management, technology, delivery, quality, in-country marketing, and customer support to ensure seamless and coordinated customer and product experiences.

- Foster a customer-centric culture throughout the organization.

Program Management:

- Lead a team of implementation managers and specialists in executing customer and product experience programs.

- Establish clear project plans, milestones, and success metrics to oversee and evaluate the impact of implementation efforts.

Customer Journey Mapping:

- Work closely with the customer insights and design team to map customer journeys and identify key touchpoints for enhancement.

- Implement strategies to enhance the overall customer experience and drive product adoption.

Feedback Loops and Continuous Improvement:

- Utilize data and feedback to iterate on programs, ensuring continuous enhancement in customer and product experiences.

Technology Integration:

- Collaborate with quality and technology teams to gain a holistic understanding of underlying processes and infrastructure issues in alignment with customer experience needs.

- Utilize technology solutions to streamline processes and elevate the overall customer and product experience.

KNOWLEDGE & EXPERIENCE

ESSENTIAL SKILLS & ABILITIES:

  • Fluency in English (written and spoken) and preferably another European language
  • Ability to translate vision into actionable plans
  • Familiarity with customer experience technologies and tools
  • Proficiency in agile development methodologies and tools

DESIRED SKILLS & ABILITIES:

  • Demonstrated expertise in enhancing product experiences for customers in a complex, multinational environment
  • Strong analytical and problem-solving skills, leveraging data for informed decision-making
  • Outstanding communication and interpersonal skills to influence and inspire cross-functional teams and build strong business relationships globally
  • Effective influencing and negotiation skills in resource-constrained environments
  • Leadership qualities to inspire and motivate a results-driven team
  • Blend of strategic vision and problem-solving skills to drive tactical implementation
  • Adaptability in handling ambiguity effectively
  • Alignment with Liberty Tech objectives linked to company strategic goals
  • Collaborative approach to deliver optimal outcomes for business, customers, employees, and shareholders

PREFERRED EDUCATION/ QUALIFICATIONS:

  • Bachelor's or Master's degree in Business, SW Engineering, or related field
  • Proven experience in a leadership role focusing on customer and product experience implementation within the international Telco or Cable sector
  • Robust project management skills with a successful track record in program execution

* Liberty Global is an equal opportunity employer. Our commitment to diversity ensures an inclusive environment for all. Reasonable accommodation will be provided to individuals with disabilities during the application or interview process. We value a workforce that mirrors the richness of our society and encourage applications from diverse backgrounds.

Benefits:

  • Competitive salary + Bonus Plan eligibility
  • 25 days annual leave with an option to purchase 5 additional days
  • 3 Days of Volunteering Time Off
  • Free access to LinkedIn Learning & Coursera for continuous career development
  • Complimentary premium subscription to Calm for well-being & meditation (NL only)
  • Company-provided Laptop, Mobile, and Phone Subscription
  • Company's Pension Contributions
  • Access to the car benefit scheme (UK only)
  • Personal medical and dental insurance access (UK) / Health Insurance subsidies (NL)
  • Discounts on superfast fibre broadband subscriptions

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