Head of Customer Experience, ANZ
As head of customer experience for the Australia and New Zealand division of global manufacturer, Techtronic Industries, Jason and his CX team have been charged with building experiences for three key customer groups: B2C (end user), B2B (industrial buyer) and retail partners (B2R), devising a 5 year roadmap towards 2022 in order to successfully do so.
The CX team has grown from one employee to 23 during Jason’s tenure, with a key business-wide focus on delivering great experiences across brand, product, service and in-store.
Four key pillars of success have driven the roadmap forwards – understanding customers, being digital first, delivering operational excellence and customer-focused leadership.
To achieve in these areas, Jason and his team have specifically homed in on how teams across the business were aligned, standardising their strategy with sales, service and marketing teams. The business’s Voice of the Customer programme has been tweaked to ensure the whole business is able to act on customer feedback, while it also implemented benchmark metrics (NPS and CSAT) to monitor its performance with customers through service repairs, the call centre, product reviews and other customer touchpoints.
In tandem, a Voice of the Employee (VoE) programme has significantly helped Jason’s team understand the importance of employee experience to drive customer experience.
“As a CX leader I love sharing our story. I believe we are redefining how CX is positioned in organisations not just for manufacturing but across all industries.”