Change Management & Customer Experience Manager

Purpose

The Change Management (CM) and Customer Experience Manager (CX) applies a structured methodology for change management on projects and initiatives. The purpose is to create adoption for those impacted, to be able to realize benefits.

For the customer experience, you will oversee and improve all aspects of the customer journey, ensuring satisfaction and loyalty throughout the customer lifecycle. You understand the impact you will create on customer experience and, therefore, ensuring we are the easiest to work with and drive our CX vision.

The role also includes supporting and guiding communication efforts, assess change impact and support training efforts for both CM and CX.

Key Responsibilities

CM

• Apply change management processes and tools to support adoption to key change programmes.
• For identified projects and programmes build a structured CM approach with relevant channels, engagement methods and activities to build awareness, understanding and adoption for identified stakeholder groups.
• Define change story, create key messages and materials.
• Drive and co-ordinate the implementation of planned CM activities. Follow up and adjust plans as necessary based on progress and feedback. Ensure all stakeholder groups fully supported.
• Provide input, document requirements, and support the design and delivery of training activities.
• Coach and train stakeholder groups such as, sponsors, people managers, project teams in how to manage the people side of change.
• Coach fellow change management practitioners.

• Evaluate and ensure organizational readiness. Identify, analyze, and prepare risk mitigation tactics and identify and manage anticipated resistance.
• Define and measure success metrics and monitor change progress.
• Collaborate with KONE Way manager to manage the change portfolio.
• Keep updated with latest tools and way of working within change management.

CX

• Development and implementation of a comprehensive customer strategy and interventions that improve customer satisfaction, loyalty, and lifetime value across all channels and touch points.
• Analysing customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience. Drives, initiates, and follows up on actions.
• Reviews trends with stakeholder groups to identify and drive opportunities to improve Net Promoter Index (NPI) and other leading and lagging customer experience metrics such as customer lifetime value. These should encompass contextualised data from customer interactions, root cause and sentiment analysis, complaint trends, resolution times, and ‘right first time’ performance.
• Collaborating with business lines and cross-functional teams to align customer experience efforts with business goals, objectives, and strategy.
• Collaborating with KONE way manager to ensure programme approach and full leadership and governance structures in place to support CX plans.
• Support CX and change management elements in key customer facing channel developments.
• Monitor, measure KPIs and report on the effectiveness of our customer experience strategies using insights to optimize and drive continuous improvement. Provide regular reports to senior management and stakeholders.
• Designing and implementing customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations.
• Training and educating staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization.
• Stay up to date with industry trends and best practices to keep our customer strategies innovative and competitive.
• Owner and co-ordination of all customer surveys within GIN and supports survey co-ordinators (CLS, NPX etc) and customer facing roles to analyse and anticipate trends, co-ordinate and expedite action plans.
• Acts as point of contact to collaborate with Area/Global roles on customer experience.
• Champions customer experience and works to embed a service culture.

Key skills

• Change management qualification essential (Prosci or change first desirable).
• A solid understanding of how people go through a change and the change process.
• Ability to influence others and move toward a common vision or goal.
• Strong programme, project and change management skills and experience.

• Skilled in leveraging customer insights to develop customer centric strategies deploying interventions with a tangible impact to customer experience.
• CRM (Salesforce is desirable).
• Familiar with sales and marketing tools.
• Microsoft Office.

What KONE can offer:

We offer a Competitive Salary, 25 days holiday and 8 additional Bank Holidays, 1 Volunteering Day, Pension Scheme, Development opportunities and development reviews to help you achieve your professional goals. Endless support from experienced leaders within the lifts and escalators industry, Bonus, Car/Car Allowance, Private Medical Insurance, Kone Discounts, Prolonged Disability Insurance (PDI), Long Service Awards, Hybrid Working, 24/7 GP Support & Wellbeing Access.

At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.

Read more on www.kone.com/careers