Job Description

Head of Customer Experience

Welcome to PMI Here at PMI we want to be far more than a leading cigarette company. We’re building PMI’s future on smoke-free products that are a much better choice than cigarette smoking. Indeed, our vision – for all of us at PMI – is that these products will one day replace cigarettes. Our company is changing – and fast. Do you want to be part of a truly dynamic worldwide team dedicated to an ambitious new vision? Are you truly an ambassador and advocate of the Customer Experience? Do you thrive in a fast-paced, groundbreaking environment? Then come and join us. About Your Role The role as Head of Customer Experience for our IQOS brand is a phenomenal opportunity to join a creative, high-energy and dynamic team. You will act as guardian for the end to end consumer journey, ensuring that IQOS customers receive a world-class customer experience to drive increased customer acquisition, satisfaction, loyalty and advocacy. You will be the voice of the customer throughout the business, ensuring that insights are considered and curated into future experience design and the delivery of an improved customer experience. You will have strategic input into our customers' experience, working across multiple projects including the following; CX strategy and vision • Promoting, advocating and updating the delivery of the IQOS customer experience vision and strategy CX Innovation • Staying abreast of the latest trends in consumer behaviour and customer experience, blending new insights, trends and technology into the customer journey CX Insight • Ensuring customer insight and feedback is gathered, tailored and shared with relevant teams across the organisation • Communicating and embedding the use of customer segments and personas as identified by the global PMI team Experience design • Running as is journey mapping sessions as and when required to ensure the existing customer experience is known and understood • Leading the design, prototyping, testing and delivery of a leading customer experience using a blend of Experience Design and Agile working • Assessing the capabilities required to take us on our future journey • Sharing understanding on the connection between Employee Experience and Customer Experience CX delivery • Leading the roadmap of delivery for the recently designed future customer experience • Contributing to key projects and initiatives to ensure that the customer is always considered CX governance • Ensuring initiatives being worked on are connected and aligned across the business from a customer experience perspective – delivering one connected and flawless customer experience - Accountable for the end to end journey • Running key CX processes, ensuring that you and the business always consider the end customer • Ensuring that critical operational performance metrics connect to the customer journey • Recruiting and managing team a to deliver the scope of the work outlined here Relevant experience in driving forward tangible changes in the customer experience About You You'll have significant experience of working in a customer experience capacity, ideally across both B2B(2C) and B2C organisations. Your experience of design and agile methodologies will match your strong management, planning, project management and organisational skills. Having previously worked in a complex matrix environment, you understand the importance of excellent communication skills (both written and verbal), a keen commercial awareness and the ability to rapidly identify issues and propose solutions. You will demonstrate a clear understanding of the latest trends in customer experience and just as importantly what makes a great customer experience. Creative problem solving, an inquisitive mind-set, and the fact that you are comfortable working in ambiguous situations will also help. Your ability to grow, develop and manage a team will also be of importance in this role. PMI sees equal pay for equal work between women and men as the baseline standard for equality and we've shown our actual pay practices match our good intentions with the Global EQUAL-SALARY Certification. On top this PMI is an equal opportunities employer.
  • Contract
  • Location
    London, United Kingdom
  • Department
    Marketing & Sales
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