Client Experience Lead

Client Experience Lead

Lloyd’s Register

Location: Athens – Greece, Poland, Baltics

About the Role:

The Client Experience Lead plays a vital role in achieving our ambitions.  They will lead the drive for world-class customer-centricity across LR’s global business, supporting client retention and growth, customer advocacy, and value.  They will leverage and develop customer insights, drawing on and deepening our understanding of what customers really want from LR.  As a subject-matter expert influencing our major change programmes, the Customer Experience lead will ensure we transform the business in line with client needs and expectations.  In collaborating with teams across LR, they will also support the continual improvement of customer experience in business-as-usual operations.  The Customer Experience Lead will be an able advocate for the customer, using data, insights, measurement and experience to tell compelling customer stories and ensuring that the voice of the customer is heard and acted upon across LR.  

What we offer you 

• The opportunity to work for an organization that has a strong sense of purpose, is values-driven and helps colleagues to develop professionally and personally through our range of people development programs.

The Role 

• Take the role of Subject Matter Expert (SME) to major change programme project teams as the expert on customer needs and customer experience, to ensure customer-centric design of services and experiences
• Analyse voice of the customer data and feedback to understand the degree to which customers are satisfied or dissatisfied, digging into areas of dissatisfaction to understand causal factors
• Map and measure customer journeys and create service blueprints to understand the effectiveness of the existing client experience, identify pain points and target improvement opportunities
• Map the customer life-cycle, identify key moments of truth and points of opportunity and risk for retention and value creation
• Support target state design, including delivery of workshops and co-creation activities with clients and employees 
• Support design and delivery of metrics to monitor LR’s effectiveness for clients; own the insights from transactional surveys
• Work with the Client Research team in design and delivery of depth interviews, surveys and focus groups to develop deep insights into customer experiences, behaviours and motivations, pain points, current and future needs
• Collaborate closely with other members of the Insight team to contextualise customer feedback with quantitative analytical data and market and competitive intelligence, to deliver powerful, actionable intelligence on business opportunities and risks
• Collaborate closely with the Product Team to support the initiation and development of both new and existing products and services.
• Work closely with the continuous improvement team as the VoC expert, supporting root cause analysis, enabling prioritisation based on impact on customer advocacy, retention and cost and ensuring that solutions are client-centric
• Ensure that insights are communicated to stakeholders in a clear, engaging way, using a variety of channels, and actively and effectively influence to ensure they are heard, understood, and lead to action to improve business performance.  Tell compelling stories that promote culture change and client-centric behaviours, to support the delivery of LR’s strategy

What you bring

• Proven track record in customer experience strategy & big transformation programs delivery, with tangible evidence of positive impact for clients and business performance
• Highly developed skills in voice of customer – depth interviews, focus groups, workshops, co-creation techniques and iterative approaches
• Well-developed customer journey mapping and service blueprinting skills, along with the ability to translate high-level design into deliverables
• Strong experience in root cause analysis and measurement of journey and experience effectiveness
• Demonstrated expertise in digital experience management, including data analytics to enhance customer engagement across digital platforms.
• Excellent communication, influencing and presentation skills. High capabilities in external and internal stakeholder management, building engagement and commitment to action
• Experience in the creation and delivery of customer experience value propositions
• Passionate about customer experience and insight
• Results-driven, self-motivated and tenacious; able to work autonomously or as a collaborative team player
• Strong planning and organisation skills
• Desirable: Experience working across the end‑to‑end quote‑to‑cash journey, including key supporting internal processes
• Desirable:  Experience delivering large‑scale transformation across the operating model, spanning people, process and technology
• Desirable: Strong understanding of business architecture and business analysis techniques to enable organisational and operating model redesign

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