Director of Customer Experience

hace 2 semanas

Barcelona, Barcelona, España Ntt A tiempo completo
About the Role

We are seeking a highly skilled and experienced Director, 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 various regions and services divisions.

Key Responsibilities
  • Manage the financial performance of Customer Services, including growth, delivery profitability, and technology innovation.
  • Develop and execute the Services strategy, translating strategic objectives into actionable goals that guide day-to-day operations.
  • Collaborate with senior leadership to deliver roadmap development of service/product offers and define service/product value propositions.
  • Create strong interlocks between sales force teams and services delivery.
  • Define client satisfaction standards and oversee the implementation of client service policies, procedures, and standards.
  • Drive a culture of continuous improvement, implementing best practices and process enhancements.
  • Assess and optimize service delivery processes, tools, and methodologies to enhance service quality.
  • Oversee the development and execution of new delivery methodologies and ensure alignment to best practice.
  • Manage key metrics and trends, providing insights to improve service delivery to senior leadership.
Requirements
  • Significant experience in managing an IT services team, preferably in a global matrixed organization.
  • Proven working experience in a large-scale organization.
  • Demonstrated experience working with vendors and/or service providers.
  • Experience working in a team-oriented, collaborative environment.
  • Experience in a managed services role within an IT services environment.
About NTT DATA

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.

As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies.

Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation, and management of applications, infrastructure, and connectivity.

We are also one of the leading providers of digital and AI infrastructure in the world.

NTT DATA is part of NTT Group and headquartered in Tokyo.

We are an Equal Opportunity Employer and committed to providing an environment free of unfair discrimination and harassment.

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