Customer Experience Platform Executive

JR United Kingdom; Chertsey; On-site; GBP 35,000 - 55,000; Full time

Job summary

An innovative company is seeking a Customer Experience Platform Executive to enhance the customer journey and drive technological improvements. This role involves collaborating with various teams, managing platforms, and ensuring seamless integration of new technologies. With a focus on efficiency and customer satisfaction, you will be pivotal in shaping how customers interact with the brand. If you are passionate about technology and customer experience, this is an exciting opportunity to make a significant impact in a dynamic environment.

Qualifications

• 3-5 years of experience in a technical Digital/Technology role.
• Experience with SaaS platforms and analytical skills.

Responsibilities

• Coordinate existing platforms portfolio and maintain vendor relationships.
• Oversee technology-related change projects and manage incident resolution.

Skills

Analytical Skills

Attention to Detail

Problem-Solving Skills

Communication Skills

Collaboration

Adaptability

Tools

JIRA

Confluence

Salesforce

Sprinklr

Qualtrics

Verint

Job description

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Customer Experience Platform Executive, Chertsey

Client:

Location:

Chertsey, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

Job Views:

3

Posted:

02.05.2025

Expiry Date:

16.06.2025

Job Description:

We are looking for a CX Platform Exec to join us here at Cheil UK on a secondment contract (12 months) with Samsung.

The role will be based at the Samsung EU HQ offices in Chertsey.

Why Join Our Team?

This exciting role is part of a team that shapes the overall experience customers receive when they buy and use a product or service from Samsung. Based in the Customer Engagement team, this role is an integral part of the wider CX (Customer Experience) Team.

As a Platform Executive, you will be responsible for maintaining and supporting platforms and technology across CX. You will deliver support to teams both internally within Samsung and across our key service delivery and customer support partners. You will work at the intersection of technology and people, driving change that improves efficiency, streamlines processes, and maximizes the value of new systems and technologies.

Your key responsibilities

• Coordinate existing platforms portfolio within CX while understanding wider business platform developments
• Maintain key vendor relationships to drive performance against the delivery plan with clear KPIs and shared measures of success
• Oversee technology-related change projects from initiation to completion, ensuring effective adoption and minimal disruption
• Collaborate with stakeholders, including senior leadership, IT teams, and business units, to understand and address technology change concerns
• Manage issue and incident resolution for platforms; troubleshoot with vendors and report on root causes and improvements
• Maintain business continuity plans for departmental platforms
• Capture and analyze business requirements to propose solutions for continuous improvement
• Govern and operate digital development tools supporting collaborative work (e.g., JIRA, Confluence)

What we need for this role

• At least 3-5 years of experience in a technical Digital/Technology role
• Experience with SaaS platforms such as Sprinklr, Qualtrics, Salesforce, Verint
• Analytical skills to assess impact and gather insights
• Attention to detail for planning and executing change initiatives
• A passion for technology, innovation, and customer experience
• Adaptability and problem-solving skills
• Ability to work collaboratively across teams and functions
• Strong written and verbal communication skills
• Ability to explain complex changes clearly
• Ability to build trust and influence change
• Organized, able to work at pace on multiple initiatives
• Willingness to challenge the status quo and ask questions
• Focus on human interaction and experience in driving improvements
• Ability to collaborate with teams and vendors to deliver change

What does success look like?

• A stable portfolio of platforms with strong vendor performance
• Timely delivery of initiatives with minimal disruption
• Positive stakeholder feedback on changes
• Improvements in customer experience metrics
• Effective use of data to inform decisions and roadmap
• Enhanced team collaboration
• Alignment of technology initiatives with business and CX goals