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Lead Project And Program Manager

3 mesi fa

Milano, Italia Wolters Kluwer A tempo pieno

The Customer Experience Lead Program Project Manager bridges the gap between the customer and Wolters Kluwer Tax And Accounting.
You will ensure that each touchpoint across the customer journey is engaging, efficient, and effective.
This position will report to the VP Operations, Integration and Transformation.
The role will be primarily focused on European customer journeys but you may also be asked to support global and other regional initiatives.
Essential Duties and Responsibilities Design and document customer journeys across all functional domains (marketing, sales, professional services, customer support, customer services, development, product management), and support the development of a comprehensive digital customer experience across a portfolio of products, creating customer advocacy at each engagement.Champion opportunities to consistently improve the TAA customer experience.Map the customer journey and identify opportunities to proactively improve the customer experience.Set a clear vision so that the entire process is transparent for all stakeholders.Drive customer retention, reduce churn, and increase customer satisfaction.Leverage standard metrics to monitor improvements against the baseline such as:Net Promoter Score (NPS)Customer Satisfaction (CSAT)Customer Effort Score (CES)Customer Churn RateCustomer RetentionLeverage customer insights, emerging trends, and analytics to drive continuous improvements.Continually review and evolve the collection of processes TAA uses to track, oversee, and organize every interaction with the customer prospects.
The Successful Candidate will: Deeply understand the needs of the various customer segments that exist within the Tax And Accounting customer base.Have experience in customer journeys design and support/facilitate in the design of business architecture (process, functionalities, data, UX).Have proven ability to project program manage complex cross-country initiatives.Have process improvements experience.Be able to direct influence teams spanning diverse cultures and backgrounds working on Divisional initiatives.Have a background in planning and running workshops both in person and in online formats with clear outcomes.Be able to communicate difficult concepts and influence others to adopt a different point of view.
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