NTT Ltd. is a leading, global technology services company that helps people, clients, and communities do great things with technology to enable a more secure and connected future. We are seeking a Client Experience Specialist to innovate and improve both Crew and Client experiences through research, design thinking, and data-driven insights.
Key Responsibilities
Discovery & Research: Lead discovery sessions to deeply understand the current customer experience, perform research with internal teams and clients, and work cross-functionally to define the future state.
Design Thinking: Apply design thinking in collaborative environments to innovate and improve the service experience.
Data Utilization: Use the Voice of the Customer (VoC) Program and operational data to gain insight across the customer journey; ideate, design, and implement best-experience journeys across different touchpoints.
Optimization: Evaluate interactions with all systems and channels to identify key areas of opportunity for improvement.
Root-Cause Analysis: Determine root-causes for complaints related to Crew and Client Experience and develop initiatives to resolve them.
Strategic Execution: Work closely with internal and external partners to plan and execute strategic initiatives.
Metrics & Goal Setting: Set and communicate goals, action plans, and key metrics for business functions aligned to Service Experience Enhancement.
Standardization: Create standardized playbooks and interventions for each point in the customer journey.
Benchmarking: Develop key benchmarks and measures of success aligned to Client and Crew Experience.
Requirements and Qualifications
Education: BA/BSc/HND qualification in a relevant field.
Experience: At least 2 years in a project management, process improvement, or service experience role.
CX Expertise: Experience in gathering and interpreting customer experience information and running journey mapping, service design, or design thinking workshops.
Industry Experience: Prior experience at a services or product company creating and implementing customer experiences based on data-driven insights.
Skills: Detail-oriented with strong organizational and project management skills. Strong storytelling abilities, verbal and written communications, and proficiency with technology.
How to Apply
Interested and qualified candidates should apply through the NTT Global careers portal by visiting the application link provided below. Ensure you submit your application through the official recruitment portal.
