Customer Journey Architect - Bengaluru, Karnataka, India - Hewlett Packard

Hewlett Packard
Hewlett Packard
Verified Company
Bengaluru, Karnataka, India

2 weeks ago

Deepika Kaur

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Deepika Kaur

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Description

Customer Experience and Change Management Specialist

Customer Escalation Management:


Address and Resolve Escalations:
Customer escalation management involves promptly addressing and resolving escalated issues raised by customers. This includes acknowledging the customer's concerns, empathizing with their situation, and taking proactive steps to find a satisfactory resolution.

Root Cause Investigation:
Beyond addressing immediate concerns, it's crucial to dig deeper into the root causes of escalations. This involves conducting thorough investigations to identify underlying issues or systemic problems contributing to customer dissatisfaction.

Preventive Actions:
Once the root causes are identified, the next step is to implement corrective actions to prevent recurrence.

This could involve process improvements, employee training, policy changes, or system enhancements aimed at addressing the underlying issues and improving overall customer satisfaction.

Cross-functional Collaboration: Customer escalations often require collaboration across different departments or teams within the organization.

Customer escalation managers work closely with cross-functional teams to ensure prompt resolution of issues and to facilitate communication and coordination throughout the escalation process.


Customer Journey Architect:


Designing Customer Journeys:
Customer journey architects are responsible for designing and optimizing end-to-end customer journeys across all touchpoints.

This involves mapping out the various stages of the customer journey, from initial awareness to post-purchase support, and identifying key interactions and touchpoints along the way.


Identifying Pain Points:

By analyzing customer feedback, data analytics, and customer interactions, journey architects identify pain points or areas of friction in the customer journey.

These could be bottlenecks, inconsistencies, or areas where the customer experience falls short of expectations.

Implementing Improvements:
Based on their analysis, journey architects implement improvements to enhance the overall customer experience.

This could involve streamlining processes, redesigning interactions, or introducing new technologies to address identified pain points and create smoother, more seamless customer journeys.


Continuous Improvement:
Customer journey optimization is an ongoing process.

Journey architects continuously iterate and improve the customer journey based on feedback, data insights, and changes in customer preferences or market trends, ensuring that the organization remains responsive to evolving customer needs.


Change Management:


Leading Change Initiatives:
Change management professionals play a pivotal role in leading organizational change initiatives.

This involves guiding the organization through periods of transition, ensuring that changes are implemented smoothly and effectively with mínimal disruption to operations.


Developing Strategies:
Change managers develop comprehensive change management strategies, communication plans, and training programs to facilitate successful implementation of changes.

They assess the impact of proposed changes, identify potential risks and barriers to adoption, and develop strategies to mitigate resistance and drive acceptance.


Stakeholder Engagement:
Engaging stakeholders at all levels of the organization is essential for successful change management.

Change managers work closely with leadership, employees, and other key stakeholders to gain buy-in and support for change initiatives, fostering a culture of collaboration, transparency, and alignment.


Communication Specialist:


Communication Planning:

Communication specialists develop and execute communication plans to keep internal and external stakeholders informed about changes, updates, and initiatives.

This involves identifying key messages, determining appropriate communication channels, and establishing timelines and cadences for communication.

Messaging Development:
Crafting clear and compelling messaging is essential for effective communication.

Communication specialists develop messaging that effectively conveys information, addresses stakeholder concerns, and aligns with organizational objectives and values, ensuring that messages resonate with the intended audience.


Collaboration with Marketing and PR:
Communication specialists collaborate closely with marketing and PR teams to ensure consistency in messaging and branding.

This involves aligning communication efforts with broader marketing and branding initiatives, leveraging existing communication channels and resources, and coordinating messaging across different departments or teams within the organization.


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