Objectives and Key Deliverables
At our service portfolio company we are launching an initiative to drive a transformation of our customer experience. There is both an extensive, top mgmt. led change management effort as well as a full, end to end roll out of NPS across major countries. We have NPS rolled out at different levels of maturity (and scores are above average / trending) so there is a good foundation, but we want to be world class when it comes to customer centricity.
What we are looking for is someone who has supervised / led an end to end NPS roll out and lived with the program, ideally in a consumer facing business. This executive would supervise and support a full NPS roll out and be able to diagnose in which areas our capabilities, tools and processes are still immature or non existing. Executive would also support change management efforts, but this is optional and “must have skill” is around operational support for the roll out and fine tuning of NPS. The consultant needs to be based in Europe with extensive travel required.