IT Customer Care Ambassador (FPIP, Sto. Tomas, Batangas)

Position Overview:

As the IT user experience-focused Customer Care Ambassador, you will play a pivotal role in ensuring that technology serves as an enabler for positive user outcomes.  You will be part of a global team dedicated to creating seamless, intuitive, and user-centric experiences across our Workplace Technology Services (WTS) landscape. This role emphasizes a deep understanding of user needs, effective communication, and stakeholder engagement.

Key Responsibilities

User-Centric Service Strategy:

• Develop and execute a service strategy that places user experience at the forefront of all IT initiatives.
• Continuously seek feedback and insights from end-users to inform service improvements.

Stakeholder Engagement:

• Cultivate strong relationships with key stakeholders, including business leaders, department heads, and end-users.
• Collaborate closely with cross-functional teams to align WTS with organizational goals and objectives.

Experience Design and Optimization:

• Lead efforts to design, implement, and optimize user journeys and touchpoints across all digital platforms.
• Conduct usability studies and leverage user feedback to drive continuous improvements.

Change Management:

• Champion a user-centric mindset within WTS and throughout the organization.
• Effectively manage change by ensuring that technology changes align with user needs and expectations.

Performance Monitoring and Reporting:

• Monitor KPIs and metrics to measure the impact of WTS on user outcomes.
• Regularly report on performance, highlighting successes and areas for improvement.

Team Leadership and Development:

• Be an active participant in the WTS CCA community, inspire a team of IT professionals, fostering a culture of continuous learning and growth.
• Input into and provide coaching and support to team members in order to achieve service excellence.

Person specification / Core Competencies

• A person with genuine passion for exceptional customer experience.  Demonstrated strength in managing or working with customer support organisations and operations.
• Possess very strong interpersonal communication skills being able to interact across all levels including Director and above.
• Be a service owner and evangelist – always on top of service status and challenges, proactively leading the service. Always challenging yourself and other WTS team members on improving the service to customers.

Requirements:

• Minimal 5 years relevant experience in improving Customer Experience.
• Confident leadership with a positive attitude.
• Excellent verbal and written communication skills.
• Proficient with using data to drive decision making and change behaviours.
• Experience of driving cultural change, realignment of expectations.
• Excellent senior stakeholder management skills, including ability to negotiate, influence decision making, inform of risks, challenges and deliver good news stories. 
• Comfortable with ambiguity.

Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.