CX Improvement

JD.com International Limited; Greater London; On-site; GBP 70,000 - 95,000; Full time

Job summary

JD.com is seeking a strategic CX leader in the UK to drive customer experience improvements by analyzing needs and trends, formulating strategies, and optimizing service processes. You will collaborate with business units to address pain points and boost customer satisfaction.

The role also focuses on team management and talent development, exploring innovative service models, and making data-driven decisions to mitigate risks and enhance efficiency.

Responsibilities

• Strategy optimization and execution: Analyze customer needs and industry trends to formulate and implement CX strategies, and optimize service processes by addressing high-frequency complaints in collaboration with business departments.
• Team management and talent development: Oversee daily operations, set performance goals, and run training programs to build a high-performing team that meets service standards.
• Business innovation and cross-departmental collaboration: Monitor trends to explore omni-channel and personalized service models; partner with product, technology and operations to deploy innovative solutions.
• Data-driven decision making and risk management: Track CX metrics to identify improvements and implement risk mechanisms to manage emergencies and crises while improving efficiency.

Job description

• 1.Strategy Optimization and Execution: Conduct in-depth analysis of customer needs and industry trends to formulate and implement customer experience improvement strategies. Optimize service processes by addressing high-frequency customer complaints and business pain points through collaboration with business departments to drive process and system optimization, ultimately enhancing customer satisfaction and loyalty.
• 2.Team Management and Talent Development: Oversee team daily operations by establishing performance goals and evaluation mechanisms. Organize business training and skills development programs to build a high-performing collaborative team that meets service standards and achieves performance objectives.
• 3.Business Innovation and Cross-Departmental Collaboration: Monitor industry trends and evolving user needs to explore innovative service models (including omni-channel services and personalized experiences). Partner with product, technology, and operations departments to integrate resources and implement innovative solutions that strengthen business competitiveness.
• 4.Data-Driven Decision Making and Risk Management: Track and analyze customer experience metrics (such as satisfaction scores and response times) to identify improvement opportunities. Implement risk warning mechanisms to manage emergency customer complaints and sudden public opinion crises, mitigating business risks while optimizing operational efficiency.

About JD.com

JD.com (NASDAQ: JD and HKEX: 9618), also known as JINGDONG, is a leading supply chain-based technology and service provider. The company’s cutting-edge retail infrastructure seeks to enable consumers to buy whatever they want, whenever and wherever they want it. The company has opened its technology and infrastructure to partners, brands and other sectors, as part of its "Retail as a Service" offering to help drive productivity and innovation across a range of industries. JD.com’s business has expanded across retail, technology, logistics, health, industrials, property development and international business. JD.com is ranked 44th on the Fortune Global 500 list and is China’s largest retailer by revenue, serving over 600 million annual active customers. The company has been listed on NASDAQ since 2014, and on the Hong Kong Stock Exchange since 2020. Committed to the principles of customer first, innovation, dedication, ownership, gratitude, and integrity, the company's mission is to make lives better through technology, striving to be the most trusted company in the world.

Our Global Business

We are dedicated to building a digitally intelligent, cross-border supply chain and global retail infrastructure. Leveraging our global supply chain capabilities, JD.com continues to expand in markets where our competitive strengths shine. Currently, JD.com's operations span China, the U.K., the Netherlands, France, Germany, Spain, Brazil, Hungary, Japan, South Korea, Australia, Thailand, Vietnam, Malaysia, Indonesia, Saudi Arabia, the UAE, the U.S., and many others, serving customers worldwide.

• Joybuy (online retail business in Europe)
• International Logistics
• Cross-border Import Business
• JD Industrials International
• JD Property International

【"Joybuy" - Online Retail Business in Europe】

Joybuy is JD.com's online retail business in Europe. It is currently in the test phase in the UK, the Netherlands, Germany, France, Belgium, and Luxembourg. Joybuy places the customer at the heart of everything it does. Our slogan, “Don’t just buy, Joybuy,” perfectly captures our mission to fulfill our customers’ needs and provide a service that is easy and convenient, but also enjoyable and fun. Our growth is creating opportunities. Yours could be next.

About us

What started as one bold idea in China has grown into one of the world's most trusted technology and supply chain businesses. Today, JD.com (JINGDONG) serves more than700 million customers, using technology, logistics and innovation to create smarter, faster and more connected experiences.

From retail and logistics to technology, healthcare and beyond, we're solving real-world challenges and making everyday life easier. As we continue to grow, so do the opportunities for the people who grow with us.

Our global business

Our teams work across 20+ countries and regions, building smarter supply chains and helping businesses and communities connect across borders. From technology hubs and retail operations to logistics networks and corporate teams, we're creating opportunities to learn, collaborate and make an impact on a global scale. Whether you're joining us in Europe, the Middle East, Asia or the Americas, you'll be part of one global team working towards a shared purpose.

So let's do this. Let's deliver joy.