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27+ Inmarsat Jobs

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    Customer Experience Strategy Lead

    London | Inmarsat

    Job Details
    Category: Consulting & Corporate Strategy
    Posted 6 days ago

    Company Description

    Inmarsat has been at the forefront of global mobile satellite communications for over forty years, and is the market leading provider of voice and high-speed data communications for users on land, at sea and in the air through its constellation of 14 geostationary satellites. Inmarsat is a privately owned company with a profitable track record and significant growth aspirations. This is represented by more than 55 nationalities in the workforce, reflecting the global and dynamic nature of the business. With an investment of over $3 billion in its latest network infrastructure, Inmarsat is at the forefront of global mobile communications innovation.

    Commercial and Product Management

    Inmarsat's Commercial & Product Management (CPM) group is accountable for ensuring the voice of the customer is heard and used in all aspects of defining our offer. Coupling customer insight with market intelligence, this informs our product strategy, our channel strategy and our commercial offer. In addition, it helps us support the business to win, grow and retain customers as well as allowing us to be clearer on how we will partner with other players who can create value, and why partnering and working with Inmarsat is valuable to them. CPM also focuses on how to develop, deliver and maintain the right products and services to be competitive, ensuring our costs to serve are optimised and reducing complexity.

    Job Description

    Key Responsibilities:

    Develop Inmarsat's Customer Experience strategy and the transformational 'customer plan' to deliver the CSAT and NPS targets by 2024 and beyond.

    Improve the organisations Customer Experience maturity by defining the Target customer experience so that it is a positive differentiator in the market and is recognisable as the 'Inmarsat' experience

    Align target customer experience with Inmarsat's customer promise and identify ways to demonstrate and deliver on promises across the customer journeys

    Develop an enabling customer centric culture where everyone understands and embraces the role they play both individually and as part of a team in delivering exceptional customer experiences. This include WIIFM, WDIMF, WDINTDD

    Lead a hybrid team of Inmarsat and 3rd party resources to perform customer journey mapping and identify the moments that matter most to customers using customer insight, data and research. Identify and validate pain points and oversee the design of interim customer journeys to address immediate pain points together with designing the target customer journey across human and digital mediums

    Accountable for delivery of CX improvements identified through the journey mapping work. Mobilize the organisation across 5 business units and 5 central functions to allocate resources to delivering the improvement initiatives.

    Provide assurance that the identified improvements are successfully delivered through the uplift in the VOC metrics

    Provide thought leadership in terms of global customer experience research, trends and best practice, and what this means for Inmarsat

    Qualifications

    Essential Knowledge and Skills:

    Have 5+ years' experience and a strong results based track record of creating and implementing customer-led strategies and achieving a step change in CSAT, NPS, customer attraction, retention and development

    Have strong experience in delivering strategic projects with clear, practical and actionable recommendations

    Be an excellent communicator both orally and through developing presentation material

    Be highly adept at building strong business relationships across multiple levels and divisions

    Strong capability in structured problem solving, storyboarding and guiding the supporting analysis

    Strong communication skills via written communication, presentation development and oral presentation

    Strong business engagement, facilitation and influencing skills

    Passionate about customer experience and driving to insight

    Display strong thought leadership in transforming customer experience

    Have 2+ years' experience in telecommunications or similar services industry

    Additional Information

    You must be eligible to work in this location advertised.

    Inmarsat Values:

    Our values define Inmarsat's culture and represent what we believe in. Inmarsat employees aspire to certain behaviours which support our corporate values, they create a stronger working environment and lie at the heart of our continued success as an organisation.

    • Customer - Providing a unique value to our customers
    • Accountability - taking ownership, getting results and keeping our promises
    • Respect - collaborating, embracing diversity and valuing differences
    • Excellence - creating bold solutions for our customers and putting quality at the heart of everything we do
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