Customer Experience Platform Executive

We are looking for a CX Platform Exec to join us here at Cheil UK on a secondment contract (12 months) with Samsung. The role would be based at the Samsung EU HQ offices in Chertsey.

This exciting role is part of a team that shapes the overall experience customers receive when they buy and use a product or service from Samsung. Based in the Customer Engagement 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 platforms and technology across CX. You will deliver support to teams both internally within Samsung and across our key service delivery and customer support partners. You will work at the intersection of technology and people, driving change that improves efficiency, streamlines processes, and maximises the value of new systems and technologies.

Your key responsibilities:

• Coordinate existing platforms portfolio within CX while understanding wider business platform developments.
• Maintain key vendor relationships to drive performance against the delivery plan with clear definition of key performance indicators and shared measures of success.
• Coordinate 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 disruption.
• Collaborate with key stakeholders, including senior leadership, IT teams, and business units, to understand the scope of technology change and address any concerns or challenges.
• Issue and incident management of platforms within the department; efficiently troubleshoot with vendors and report on root cause, resolution, and improvement actions.
• Identify, document, and maintain business continuity plans for the platforms within the department.
• Capture, document, and analyse business requirements to translate into proposed solutions for sign-off, with an aim to deliver continuous improvement across all platforms.
• Govern and operate digital development tools that support collaborative working across internal and external teams (e.g. JIRA and Confluence).

What we need for this role:

• At least 3-5 years of relevant experience working in a technical Digital/Technology role.
• Experience of working with SaaS (Software as a Service) platforms such as Sprinklr, Qualtrics, Salesforce, Verint.
• Analytical skills to assess the impact of changes and gather actionable insights.
• Attention to detail to support the planning and execution of change initiatives.
• A passion for technology, innovation, and delivering extraordinary customer experience.
• Adaptability and problem-solving skills to respond to unforeseen challenges.
• Ability to work with teams in an adaptable and collaborative way and across different functional areas of the organization.
• A strong communicator both written and verbal.
• Able to explain sophisticated and often complicated changes tailored to the audience.
• Can establish trust and influence that can change ideas and attitudes.
• Organised approach to tasks and the ability to work at pace on multiple initiatives.
• Be prepared to challenge the status quo and ask questions.
• Prioritise the human interaction and experience in driving improvements.
• Ability to collaborate with teams and vendor resources to deliver change.

What does success look like?

• Stable portfolio of platforms and technology partners with strong delivery against SLAs.
• Timely delivery of technology initiatives with minimal disruption to operations.
• Positive feedback from stakeholders on the implementation of changes.
• Clear improvements in customer experience metrics such as reduced customer effort, increased customer satisfaction, cost savings across deployments, and quality of deployment.
• Effective use of data and insights to drive decisions and influence the platforms and technology roadmap.
• Demonstrable improvements in team collaboration.
• Alignment of technology initiatives with the broader business strategy and customer experience goals in mind.