Job Description
Here at Three, we’ve done things differently since day one.We take the script and rip it up, we’re a big-hearted energetic bunch, striving for a better-connected life. The energy of our people, the pace at which we operate, and the thrill of making bold moves is exhilarating and addictive. Magic happens when we power the connections that millions value, and you can feel it… When these things combine, phenomenal things happen. We encourage our employees to face their weaknesses, to really open themselves up to new tasks and projects in a supercharged and rich learning environment. We want you to become the best version of yourself.Join us as our Customer Experience Business PartnerThis is an exciting opportunity to join our customer experience team. The role is responsible for ensuring effective and seamless collaboration and delivery across the team.What else it involvesSupport the customer experience strategy for the Consumer and B2B.Sourcing data and insight that is required to be presented to aligned journeys/directorates.Engage with assigned journey owners/CX ambassadors to review customer experience metrics and to understand any business changes/projects on a quarterly basis, ensuring the data is understood and used in key decision making.Act as the key support for the creation of improvement plans to address customer pain points using evidence-based XM data, ensuring the plans are progressing as promised and providing post-implementation data outlining the impact of the plan(s) when required.Provide proactive analysis of XM risk(s) within assigned area, along with counter risk plans to mitigate any exposure.Review the impact to XM KPIs following any unplanned change or issue and present back to journey owners.Work closely with the CX Platform Specialist & Data Analyst ensuring all surveys are mapped accurately to dashboards & changes are made to surveys/dashboards when required.Facilitate/participate in Customer Journey Mapping workshops to map out the end-to-end experience for customers across all touchpoints.Be the voice of the customer across the organisation, advocating for their needs and preferences in decision-making processes.Champion a culture of putting the customer at the centre of everything we do, continuous improvement & encourage innovation to enhance the customer experience.The skills we’re looking forAbility to build relationships & work with cross-functional teams.Excellent communication and presentation skills.Strong empathy and understanding of customer perspectives.Ability to see the opportunity in strong working relationships.Ability to manage high workloads & conflicting priorities.Collaborative style and strong team player style with strong influencing abilities.Thrives on working in a team-based environment and supporting others to achieve our HR goals.Strong customer focus mindset.High level of personal resilience, able to remain highly effective and flexible in changing business circumstances.A people-oriented person who is focused on enhancing the employee experiences.Complex problem resolution abilities.Adaptive to change with a growth mindset.PreferredFamiliarity with customer feedback tools (e.g. Qualtrics, Medallia).Benefits of Working at ThreeFlexible working with our new Hybrid model, our employees will enjoy more flexibility working from home and our office locations (3 days per week office based). Please see job description for the office location of this role.Competitive salary, annual performance bonus & pension contribution.Annual Leave buy or sell (buy or sell up to 5 days AL each year) Healthcare Insurance through our flexible benefits programme.Life assurance, phone & laptop, subsidized canteen.Free on-site parking.There’s a lot more to us than meets the eye.You may think you know us, but we’re full of surprises. Intrigued? Join us and Be Phenomenal. #Jobs - Apply now at: https://www.three.ie/careersThree Ireland is proud to be an equal opportunities employer. If you do not ‘tick every box’ in the job description above, there are likely other valuable attributes and skills you have that would make you a great fit for the team. If you feel this role is for you, then please apply! We are committed to equal employment and growing a diverse workforce.We embrace those of any race, gender identity, sexual orientation, age, religion, disability, marital status, family status, civil status or membership of the traveler community, and we want our teams to reflect this!Three Ireland (Hutchison) Limited. 28/29 Sir John Rogerson's Quay, Dublin 2. VAT Registration Number IE6336982T #J-18808-Ljbffr