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Director of Customer Experience
hace 2 meses
We are seeking a highly skilled and experienced Director of Customer Services to join our team at NTT DATA. As a key member of our leadership team, you will be responsible for ensuring the delivery of exceptional customer services to our clients across the region or services division.
Key Responsibilities- Manage the financial performance of Customer Services, including growth, delivery profitability, and technology innovation.
- Translate strategic objectives into specific, actionable, and measurable goals that guide the day-to-day operations of the team.
- Collaborate with senior leadership to develop and execute the services strategy, including roadmap development and service/product offers.
- Define service/product value propositions and create strong interlocks between sales force teams and services delivery.
- Oversee the implementation of client service policies, procedures, and standards to ensure client satisfaction.
- Drive a culture of continuous improvement within the team, implementing best practices and process enhancements.
- Assess and optimize service delivery processes, tools, and methodologies to enhance service quality.
- Manage key metrics and trends, providing insights to improve service delivery to senior leadership.
- Significant business and commercial orientation with a supporting interest in technology.
- Thought leader with significant knowledge of managed services, IT service management, and related technologies.
- Ability to stay up-to-date with industry trends, emerging technologies, and best practices.
- Significant knowledge of customer services concepts, IT service management (ITSM) practices, and industry best practices.
- Excellent interpersonal and verbal and written communication skills.
- Excellent leadership qualities, including the ability to inspire and mentor a team.
- Ability to work in a team environment and contribute to their success.
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize, and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future.
We are an Equal Opportunity Employer and are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category.
