Senior Manager, Customer Experience UK

at  Stryker

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POSITION SUMMARY

To manage and provide direction to the Customer Experience organization for UK and Ireland (the team are based in Newbury, UK) and be responsible for all internal and external Customer Experience-related activities.
This encompasses the Order Management and Order-to-Invoice process, all customer contact, including internally with the local Sales, marketing and enabling functions, as well as externally with healthcare providers and hospitals.
The mission of the role is to ensure a “Best in Class” organization is grown and developed through implementing solutions to further improve customer experience, streamline processes, drive standardization and optimize cost.
Accountable for the day-to-day activities of the customer experience team in the UK. The responsibility will include operational effectiveness, ensuring that
frameworks are in pace to drive compliance with processes, training etc.
Hybrid: minimum 3 days per week in the office

PROBLEM SOLVING & ANALYTICAL SKILLS

• Expertise in analysing data to assess cause and effect relationships when dealing with problems.
• Expertise in root cause analysis and other tools for analysing problems.
• Educates and empowers team to critically think about and consider customers, regulatory and legislative issues when making decisions.
• Ability to mobilize teams to develop, test and adapt solutions based on the changing environment.
• Able to digest a large amount of data points and insights and make decisions based on this.
• Be able to analyse data coming from the reporting system (PBI or others) to assess team performance and customer satisfaction (KPI analysis, case management, Customer Survey analysis). Ensure the data is being analysed, identify trends and patterns.
• Ensure that your team are using customer feedback /Surveys to proactively assess the root cause of the service issues occurred, define preventive and corrective actions and liaise with the customers to effectively communicate the actions defined.

TASK / PROJECT MANAGEMENT SKILLS

• Sets out clear direction and scope of projects and establishes appropriate outcomes and priorities at a European level. Demonstrate clear evidence of objective measurement of the achievements of the team and empowers the team with appropriate resources.
• Be able to set direction of functional improvement projects and identify, coach and Support and SMEs to drive technical excellence in functional design
• Strong ability to work on their own initiatives and oversee several projects and workstreams.
• Expected to contribute to and lead local and pan-European roll-outs of EU initiatives and represent their team in EU discussions and projects”
• Consistently prioritises the right opportunities for SYK.
• Responsible for leading project groups to develop solutions to problems.

• Responsible for developing, supporting and implementing the appropriate Customer Experience strategy, goals and objectives for the country or region.
• Responsible for the overall team motivation, KPIs, setting objectives, performance review and development for the Customer Experience organisation in their region
• Quality Assurance: monitor the quality standards of the service provided to customers across the different channels, take actions to improve the performance if the quality standards are not met.
• Workforce Management: monitor the workload and performance and balance resources to achieve the targets. This includes the creation of business cases and escalation of issues
• Process Standardization: work in collaboration with the COE Europe to drive process standardization and lean improvements across the pan-European team / function. Ensure the team have support for the strategic initiatives.
• Manages Associate Managers and Supervisors incl. performance, development, engagement and pay decisions.
• Has overall responsibility for problem solving issues, identifying improvements and building capability for the region.