Customer Experience Operations Specialist
2 days ago
Driven by the passion to improve quality of people's lives, WS Audiology continues to grow as a market leader in the hearing aid industry. With our commitment to increasing penetration in an underserved hearing care market, we aim to accelerate our business transformation to reach more people, more effectively.
The TeamYou're joining the Customer Experience & Design Center of Excellence (CoE), a newly established team uniting designers, researchers, and writers to enhance WSA's digital customer journeys (B2B & B2C). As part of the leadership team, you'll contribute to shaping the CoE, navigating obstacles, and advancing progress. Collaborating with Global Marketing, IT, and R&D, you'll create remarkable customer experiences for brands like Signia, Widex, and Rexton in our global, multibrand, multichannel environment—offering plenty of opportunities to innovate digital experiences while having fun along the way.
Key Responsibilities- Work closely with CX & Design leadership and key stakeholders across design, business, and IT to establish a scalable and customer-centric way of working – from project-based to journey- and product-led in a scaled agile set-up.
- Collaborate with Experience Leaders, Product Managers, Product Owners, and agile teams to develop a common and aligned agile toolbox, always taking the customers' point of view.
- Bridge user needs, business goals, and IT requirements to establish and govern realistic and holistic roadmaps across CX & Design.
- Increase and maintain CX & Design productivity by introducing valuable methods, tools, and standards connected to our agile delivery model and operations aiming to be more data-driven.
- Host and facilitate key formats like joint planning sessions and sharing information across the teams to ensure a more transparent and coordinated way of working.
- Manage our CX & Design workstreams and ensure proper gates to validate what we do, e.g., via built-in user testing and customer data dashboards.
- Coordinate and administrate tools like Figma, Phrase, Adobe Analytics, Azure DevOps, testing tools, and others to ensure everything is up and running for working across disciplines.
- Keep track of and document best practices to be able to extend and scale our way of working.
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