Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.
Your day at NTT DATA
The Client Experience Specialist (CXS) Specialist’s role is to ideate & map, optimize, and enhance the end-to-end client journey in the organization using a data-driven approach.
He/She partners closely with internal and external stakeholders to collect feedback & information, create journey maps & standard operating procedures that provide insights to client needs, drive improvement of client experience, and create operational efficiencies.
The CX Specialist creates high value journeys and initiatives for our Crew and Clients Experience Journey as they interact with our growing portfolio of services, applications, products and solutions.
The CX Specialist plays a critical role in implementation, monitoring and developing new initiatives that provide service insights leading to action for our business. He/She brings proven methods and solutions to improve the way we work, how we support our customers.
Key Responsibilities:
Lead discovery sessions to deeply understand the current customer experience today, perform research with our Crew and Clients to understand more, and work cross-functionally to define the future state.
Apply design thinking in collaborative environments to innovate and improve the Crew and Client Experience.
Use Voice of the Customer Program and operational data to gain insight across the customer journey and use date to ideate, design and implement best experience journeys across different touch point.
Evaluate interactions with all systems and channels to help identify key areas of opportunity for improvement.
Determine root-cause for complaints related to Crew and Client Experience that are not on a high value journey and develop initiatives to get them back on track
Work closely with internal and external partners to plan and execute strategic initiatives and defined experience journeys.
Set and communicate goals, action plans, and key metrics for business functions aligned to Service Experience Enhancement
Create standardized playbooks and interventions for each point in the customer journey
Develop key benchmarks and measures of success aligned to Client and Crew Experience.
Knowledge and Attributes:
2+ years in a project management, process improvement or service experience role.
Experience in gathering and interpreting customer experience information.
Experience running journey mapping, service design, or design thinking workshops
Detail oriented with strong organizational and project management skills.
Has strong storytelling abilities, verbal and written communications, social interactions, and a proficiency with technology
Prior experience at a services or product company creating and implementing customer experiences based on data-driven insights
Strategized and successfully implemented innovative customer strategies (technology, process, people) in a high-growth environment
Experience in working with multiple work streams within a complex, high growth environment
Strong interpersonal and communication skills; excellent verbal and written skills; ability to work independently and remotely
Academic Qualifications and Certifications:
Bachelor's degree in Business Management or Operations or a related field.
Client Experience Certification – CXS
Service/Client Journey Design certification and experience
Six Sigma Green Belt/ Six Sigma Black belt certification is desirable.
ISO 9001 Lead auditor certification is desirable.
Certified Quality Manager certification is optional.
Project Management Skill highly desirable.
Required experience:
IT Background or having worked in an IT organization highly desirable.Seasoned experience as a Quality Analyst or in a similar quality assurance role, preferably in the industry related to the organization's products or services.
Seasoned experience in driving continuous improvement initiatives and implementing corrective and preventive actions.
Workplace type:
Hybrid WorkingAbout NTT DATA
NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.
Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
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