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UK - Customer Experience Business Partner

Bar Hill, United Kingdom

ABOUT DOMINO PRINTING SCIENCES

We guarantee our products will have touched your life many times without you even noticing.  From eggs to soft drinks cans to the cable in your walls and the medicines in your bathroom cabinet, you will find evidence of our success on products throughout your home.

Domino Printing Sciences plc, an autonomous division of Brother Industries Ltd, comprises of a group of businesses and brands, each with unique capabilities, targeted at industries utilising coding and printing.  Our clever technology enables companies to print product identification and other variable data - such as use-by-dates and tracking codes – on their products no matter what the surface, how fast they’re produced, or where in the world they’re made.

We offer a wide range of printing technologies including Continuous Ink Jet, Laser Coding, Piezo Drop on Demand, Print and Apply, Thermal Ink Jet, Thermal Transfer Overprinting and Digital Printing.  Our investment into R&D means that we’re continually improving our existing product range as well as developing new innovative products.  Covering diverse sectors from food and beverage, pharmaceutical and healthcare, to industrial and construction, our aim is to provide our customers with solutions tailored to the needs of their business.

JOB PURPOSE

To be a trusted advisor for customer centricity and process improvement. Measure, monitor and continuously improve the customer experience working in partnership with Direct Channels across the globe. Drive customer satisfaction by enabling the support teams to be the best in what they do. Improving efficiency to ensure the teams are well placed to provide Service Excellence, thereby increasing customer satisfaction as demonstrated by agreed metrics.

KEY TASKS / ACCOUNTABILITIES

  • Work with global teams to ensure customer centric measures are developed and used to drive improvements
  • Root cause analysis and process improvement to eliminate issues causing customer dissatisfaction
  • Project manage regional and/or process specific projects to a successful conclusion
  •  Drive Centricity through the supply chain through to improve the CSAT – aligning CX with Operational efficiency
  • Use customer insight to design, develop and deploy solutions that enhances the customer experience
  • Deliver training and support colleagues in their development journey
  • Provide case management service for escalated channel issues, with fast quality responses
  • Develop knowledge articles to optimise “self-help” within the channels

KEY CHALLENGES

  • Culturally and geographically diverse global teams
  • Language barriers
  • Time differences

KEY RELATIONSHIPS

  • Group Customer Experience Manager for line management, performance expectations, guidance and support
  • Global Customer Experience Director for direction, guidance and support
  • Global direct channel General Managers, customer experience champions and support teams to provide advice, recommendations and delivery support on customer experience improvement initiatives
  • Global channel and distribution support teams to support case resolution for escalated issues
  • Customer Insight Analyst for customer metrics and analysis
  • IT solutions team for matters relating to Oracle or Salesforce

COMPETENCIES

  • Relationship management
  • Project & change management
  • Process reengineering
  • Behavioural change
  • Influencing
  • Customer Empathy
  • Business Acumen
  • Communication
  • Problem solving and root cause analysis
  • Self management

PERSON SPECIFICATION

EDUCATION & TRAINING

  • Lean Sigma or other BPR qualification
  • Project Management
  • Change Management

EXPERIENCE / KNOWLEDGE

  • Change management principles, methodologies and tools
  • Experience of planning projects and successful delivery
  • Ability to establish and maintain strong relationships
  • Proficient influencing experience to work collaboratively to meet objectives
  • Oracle or similar ERP solution
  • Salesforce or similar CRM solution
  • Behavioural Change
SKILLS
  • Proficient user of MS Word, PowerPoint, Excel and Project (or equivalent)
  • Intermediate Microsoft Outlook
  • Data driven decision making skills
  • Presentation Skills

PERSONAL ATTRIBUTES

  • Credibility & Presence
  • Professional, able to communicate at all levels
  • Persistent and rigorous approach to achieving objectives
  • Enthusiastic with strong team working skills
  • Capable of lone working, but with the ability to build virtual networks/relationships

Our head office is based in Bar Hill, just 4 miles from the City of Cambridge with excellent road links North, South and East via the A14 and M11.  Home to one of the oldest universities in the English-speaking world and now one of the most important technology centres in Europe, Cambridge is a city steeped in the past as well as the future.  From sightseeing to wonderful historic buildings to punting on the river Cam, or visiting one of the many bars and restaurants in the city, Cambridge has something for everyone.  Excellent public transport links mean that it’s only a 50 minute journey to London and Stansted Airport.  In addition, London City Airport and Luton Airport are both within easy travelling distance.  Find out more about Cambridge at www.visitcambridge.org 

Join Domino and you will become part of an award-winning, global business and British success story. Our smart technology enables companies to print use-by-dates and tracking codes on their products no matter what the surface, how fast they’re produced, or where in the world they’re made.  From eggs and soft drink cans to the cable in your walls and the medicines in your bathroom cabinet, you will find evidence of our success on products throughout your home.  We’re continuing to invest in Research & Development in our commitment to bring new products to our customers.

 

Please click on 'Apply for this vacancy' below and you will be directed to a web form.  You can also upload a copy of your CV on the web form.

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