Description
At Swarovski, where innovation meets inspiration, our people desire to explore, experience, and create. We are looking for a Customer Experience (CX) Design Lead, where you will get a chance to work in a rewarding role within a global Customer Experience team. The objective of the CX team is to transform the current customer experience into an elevated omnichannel attainable luxury experience across all customer touchpoints and markets.To achieve this, the CX team develops new strategic concepts and build new capabilities and tools to bring our elevated customer experience to life. This is a unique opportunity to make your mark on Swarovski transformational journey
About the job:
- Defining the global Customer experience strategy across selected key topics, including mid
- and long-term targets
- Ensuring translation of the CX strategy into tangible, clear and actionable initiatives
- Defining and assuming accountability for cross-functional CX initiatives by setting up a project team and working jointly on project definition, concept development, management board sign-off and implementation across HQ and markets including adequate communication and support of divisional leaders in deployment
- Presenting and discussing results with the Management Board (MB) and facilitating informed decision making
- Overseeing the implementation of cross functional and cross channels CX initiatives and act as a sparring partner to the markets and functions to guide them in delivering their specific CX initiatives and ensure successful results
About you:
We are looking for a unique and amazing talent, who brings along the following:
- 3+ years in a leading management consulting firm or in-house strategy
- Expertise in customer experience transformation
- Strong communicator with great presentation/concept building skills as well as distinct moderator
- Ability to build clear, well-structured storylines to convey clear messages to senior executives
- Experience in managing senior stakeholders across different business departmentsindependently
- Team player, driven, proactive, positive and customer focused mindset
- Fluent in English, additional languages are an advantage
- Strong analytics skillsand problem solving mindset
About Swarovski
Swarovski unifies all parts of its organization under one spellbinding idea and brings forward a wondrous new world of crystal craftsmanship. Founded in 1895 in Austria, the company designs, manufactures and sells the world’s highest quality crystal, genuine gemstones, Swarovski Created Diamonds and zirconia, jewelry, and accessories, as well as crystal objects and home accessories. Together with its sister companies Swarovski Optik (optical devices) and Tyrolit (abrasives), Swarovski Crystal Business forms the Swarovski Group.
A responsible relationship with people and the planet has always been an integral part of Swarovski’s heritage. This manifests today in the company’s well-established sustainability agenda with youth-focused education programs and foundations to promote human empowerment and conserve natural resources to achieve positive social impact.