A Customer Champion Lead / Insights Lead acts as the customer’s voice channel. This position will have the accountability to work across the organization to ensure that the Company does not only know the sentiments of the customer, but that these are listened to, understood and acted upon.
They have to be customer service winners that genuinely puts customer’s interest on priority. The Customer champion will be empowered to take a lead in improving customer experience at every stage of interaction. The lead will be responsible to take on customer focus strategies that will be successfully implemented, executed and reinforced to drive sustainable results / improvements.
The lead must be able to perform root cause and effect analysis, data driven and impact analysis to link these insights and customer data to all KPIs and process. The end result is to effectively support effective performance management. The customer champion must correlate FCR, eNPS, Resolution, Compliance, TBE and Strength of Offer to deliver solid actions in extending excellent customer experience.
