Customer Experience Leader at Tetra Tech Company

Tetra Tech is a leading provider of consulting, engineering, program management, construction management, and technical services. The Company supports government and commercial clients by providing innovative solutions focused on water, environment, infrastructure, resource management, energy, and international development. One of the group of companies under Tetra Tech is delivering the DFID-funded United Kingdom Nigeria Infrastructure Advisory Facility (UKNIAF) infrastructure improvement works. The programme's duration is contracted for an initial 48 months with a possible 24-month extension.

We are recruiting to fill the position below:

Job Title: Customer Experience Leader

Location: Lagos

What You Will Do

• Your key focus will be to drive the Customer Experience process across the 3 businesses, in very close collaboration with functional & markets stakeholders.

As Customer Experience Leader You Will:

• Be responsible to make available and updated the needed learnings (EdCast) and materials (CX Help) to the end users
• Be responsible of the definition, the governance and roll-out of the yearly CX communication plan
• Work together with the CX CoE Team to proactively support the markets to drive the process maturity ensuring the right competencies and process understanding are in place.
• Coordinate the Business Experts network planning for best practices/suggestions for improvements sharing and ad-hoc meetings to share news, updates and changes of main process steps and tools
• Be responsible of providing main RCX and CX results analysis
• Support the CX CoE Team to drive the end users tool adoption, maintain high level of data quality and guarantee the tool availability
• Understand markets’ needs, identify gaps and analyse data to identify and evaluate potential process and tools continuous improvements
• Collaborate with experience management software suppliers to drive future developments like AI empowered tools and functions
• Liaise with markets BEXs, Touchpoint drivers and Business Units referents to ensure actions based on Customer feedback have been created and main relevant actions results have been communicated back to Customers
• Manage relationship with markets, business units, touchpoint drivers, BEXs network, CX CoE and Global IM.

Requirements
We believe you have:

• You probably have a degree within Business Administration, Industrial Engineering or similar and you are fluent in English, verbally as well as in writing.
• Experience as an end-user or as a BEX in the market for Customer Experience
• Customer support experience in the areas of sales and or marketing
• Strong communication and presentation skills
• The ability to convey strategic directions into operational activities
• Building successful relations with stakeholders comes natural to you and you know how to get things done both through formal channels and the informal network
• Experience with new technologies like digitalisation, automation, AI etc.

Application Closing Date
5th February, 2025.