Company X needs a strategic transformation to prioritize customer experience throughout the organization. The document outlines responsibilities for a leadership role to: 1) gather customer feedback and assess needs; 2) define a strategy to improve all customer experiences based on metrics and surveys; and 3) develop policies, training, and systems to consistently deliver superior customer service across the company.

1. “The Transformation”

2. Company X needs strategic leadership to drive the
highest level of service to its customers. Customer
experience must be a priority throughout the
organization. Superior customer experience must be
provided consistently to all customers.

3.  Gather information about the Key Focus Areas
 Establish solid working relationships
 Discover aspects of the Operations based on feedback from
internal and external customer experiences
 Seek understanding of organizational needs
 Learn what capabilities need to be developed or acquired
 Review goals and objectives with leaders
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4.  Direct and perform research and analysis to assess call
drivers and address customer satisfaction needs
 Define a strategy that impact all customer experiences
defined by operating metrics, customer satisfaction surveys
and other indicators of service quality and satisfaction
 Develop and implement departmental policies and
procedures, quality control and performance-related
programs to meet and exceed operational
performance, sales, and customer retention goals
 Work collaboratively with others and effectively use
cross-functional resources to achieve results
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5.  Partner with the Operations Support and IT Departments to
ensure that all call handling
tools, software/hardware, hours of operation are accurate
and work to ensure optimum handling of customer calls
and enhances the customer experience
 Establish methods, procedures, and systems to support the
implementation of new product launches and services
 Ensure that effective training and coaching of all staff is
completed in a timely and efficient manner to ensure
productivity and excellent customer service
 Develop individual and group performance criteria
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6.  Implementation of a Customer Tracking and Reporting
Information System
 Identification and implementation of regionally focused
Metrics including, but not limited, to telephone
statistics, analysis of activity and statistical data to ensure
prompt response to customer inquiries and service needs
 Establishment of effective Quality Assurance Programs and
Technology that improve the customer experience
 Regular customer and employee feedback and on-going
Performance Monitoring
 Execution of a strategy that delivers on the P&L and growth
objectives

7.  Introduction of Standardized Processes that will be used
across the nation throughout the company
 Created an Energetic and Positive Atmosphere throughout
the organization focused on attentiveness to customer
needs, courtesy and prompt, first call problem resolution
 Development of an environment of
teamwork, Accountability and a Sense of Ownership
 Established partnership with Human Resources to
train/develop personnel to ensure Continuous
Reinforcement of the skills required to service the
customer
 Development of a Customer-Driven Service Culture