Customer Experience Projects

I led a CX transformation program as a Business Transformation Lead with overall responsibility of defining and implementing new Customer Experience Strategy and all operational changes related to it. The programme aimed to improve CSAT and SLA compliance rate driven by the regulatory need. 

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KEY RESPONSIBILITIES:

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1.  DISCOVERY & STRATEGY

• Led discovery phase and developed a transformation program scope and roadmap

• Produced AS IS customer experience and To Be customer experience

• Created AS IS and TO BE process maps (Level 4)

• Prepared Customer Experience Strategy Playbook (Digital and Service Design)

• Defined Target Operating Model (TOM) and organisational structure change roadmap 

• Defined Business Impact Metrics (BIM) and target KPIs for the transformation TO BE state

• Articulated the end-to-end scope, solution, overall business change and value case to C-level executives

• Produced a programme plan with systems, process and people work streams

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​2. IMPLEMENTATION - CUSTOMER JOURNEYS

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• ​Defined customer personas based on the fragmented data

• Re-designed customer journeys for different personas, including digital UX journeys and service design journeys

• Translated new customer journeys into detailed user stories with acceptance criteria

• Coordinated web/brand, customer portal, SNOW teams to implement digital initiatives from the roadmap and realised expected benefits 

• Managed the UAT stage

• Performed customer communication analysis and produced new customer communication strategy

• Implemented new comms strategy by changing the TOV in the emails, updated/condensed PDFs/documents sent to customers

• Performed analysis of call centre volume of work and produced recommendations to help clear backlogs

• Implemented new contact centre to optimise call handling 

• Worked with internal teams to clear the email and system backlogs.

• Managed change readiness plan for various process/ technology changes to ensure successful rollout and adoption

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3. IMPLEMENTATION - WEBSITE

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• Completed web content audit and produced new content strategy to deliver relevant and up-to-date content to drive the inbound contact down

• Worked with business SMEs and produced updated/new content for 17 web pages in 2 months

• Commissioned new website content such as videos and infographics. (I sourced and coordinated freelancers)

• Completed UX audit of developer service web pages

• Analysed customer sentiment using the web site

• Produced UX improvement recommendations linked to KPIs

• Produced revised site map to improve navigation, drastically reducing content discoverability and usability

• Responsible for preparing web pages UX design mock-ups 

• Coordinated new UX mock-ups implementation with brand and web team

• Led web pages testing & regression testing

• Managed new page releases to measure success of each component and continued improving based on the results until target metrics were achieved

• Prepared a roadmap for the future digital experience improvements

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4. IMPLEMENTATION - PROCESS CHANGE

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• Produced & analysed level 4 To be process maps and presented business changes to the business stakeholders 

• Obtained buy-in and approval from the C-level project sponsors

• Prepared detailed roadmap and plan for process change implementation delivering incremental value

• Produced a backlog with user stories and acceptance criteria for ServiceNow system changes enabling the process changes

• Advised on system process improvements in ServiceNow to improve internal processes and reduce time for team handovers

• Prepared and coordinated change readiness plans for every process change

• Led process change implementation (initial buy-in, business stakeholders briefing and training)

• Provided support to the business after process change roll-out.

• Measured benefit realisation from the process changes initiative

• Continuous improvement based on the results and employee feedback until the target metrics achieved.

• Ongoing monitoring and corrective measures to ensure new process adoption and sustainable change.

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RESULTS:

• Increased CSAT from average 5.22 to average 8.75 (Max score 10)

• Customer Complaints decreased average from 37 per month to 8 per month

• Quote throughput time decreased from 18 days to 6 days

• Overall service delivery throughput time decreased from 126 days to 76 days average

• Incoming calls volume decreased from average 1638 calls per day to 911 calls per day

• Average waiting time decreased from average 04:24 min to 00:21 min

• Abandoned calls rate decreased from 13.58% to 2.31%

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DOWNLOAD CUSTOMER FEEDBACK

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