CX Improvement Leader: Strategy, Innovation & People

JD.com International Limited; Greater London; Sur place; GBP 70 000 - 95 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Description du poste

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.