Job Title

We are looking for a CX Platform Exec to join us here at Cheil UK on a secondment contract (12 -months) with Samsung.If you would like to know a bit more about this opportunity, or are considering applying, then please read the following job information.The role would be based between the Samsung EU HQ offices in Chertsey and the Cheil London offices. This role requires a minimum of 3 days per week in the office, split between Samsung and Cheil (eg, 2 days in the Chertsey office, 1 day in London and 2 days at home). Why Join Our Team?This exciting role is part of a team that shapes the overall experience customers receivewhen they buy and use a product or service from Samsung. Based in the CustomerEngagement team, this role is an integral part of the wider CX (Customer Experience)Team.As a Platform Executive, you will be responsible for maintaining and supporting platformsand technology across CX. You will deliver support to teams both internally within Samsungand across our key service delivery and customer support partners. You will work at theintersection of technology and people, driving change that improves efficiency,streamlines processes, and maximizes the value of new systems and technologies.Your key responsibilitiesCoordinate existing platforms portfolio within CX while understanding wider business platform developmentsMaintain key vendor relationships to drive performance against the delivery plan with clear definition of key performance indicators and shared measures of successCoordinate change initiatives by overseeing technology-related change projects from initiation to completion, ensuring that new systems, tools, and processes are effectively embraced across teams, ensuring seamless transitions with minimal disruptionCollaborate with key stakeholders, including senior leadership, IT teams, and business units, to understand the scope of technology change and address any concerns or challengesIssue and incident management of platforms within the department; efficiently troubleshoot with vendors and report on root cause, resolution, and improvement actionsIdentify, document, and maintain business continuity plans for the platforms within the departmentCapture, document, and analyse business requirements to translate into proposed solutions for sign-off, with an aim to deliver continuous improvement across all platformsGovern and operate digital development tools that support collaborative working across internal and external teams (e.g. JIRA and Confluence)What we need for this roleAt least 3-5 years of relevant experience working in a technical Digital/Technology roleExperience of working with SaaS (Software as a Service) platforms such as Sprinklr, Qualtrics, Salesforce, VerintAnalytical skills to assess the impact of changes and gather actionable insightsAttention to detail to support the planning and execution of change initiativesA passion for technology, innovation, and delivering extraordinary customer experienceAdaptability and problem-solving skills to respond to unforeseen challengesAbility to work with teams in an adaptable and collaborative way and across different functional areas of the organizationA strong communicator both written and verbalAble to explain sophisticated and often complicated changes tailored to the audienceCan establish trust and influence that can change ideas and attitudesOrganised approach to tasks and the ability to work at pace on multiple initiativesBe prepared to challenge the status quo and ask questionsPrioritise the human interaction and experience in driving improvementsAbility to collaborate with teams and vendor resources to deliver changeWhat does success look like?Stable portfolio of platforms and technology partners with strong delivery against SLAsTimely delivery of technology initiatives with minimal disruption to operationsPositive feedback from stakeholders on the implementation of changesClear improvements in customer experience metrics such as reduced customer effort, increased customer satisfaction, cost savings across deployments, and quality of deploymentEffective use of data and insights to drive decisions and influence the platforms and technology roadmapDemonstrable improvements in team collaborationAlignment of technology initiatives with the broader business strategy and customer experience goals in mind