Head of Customer Experience (Remote Based)

Description

Our Company

Since its founding in 1910, Hitachi has supported the development of society and the improvement of people's lives.  Throughout the world, Hitachi Group employees exemplify outstanding teamwork that transcends the boundaries of geographical regions and business fields.  Together, we share the Hitachi group identity and put it into practice worldwide.

With a mission to deliver the best experience to employees and customers you will be joining a global team setting the standard for excellence and innovation in Sales and Marketing. 

What you’ll be doing

To ensure sustainable growth and profitability in digital and green through the Social Innovation Business, Hitachi is undergoing a major transformation to establish a customer centric business model (incl. alignment of global processes and common digital tools).

The overall ambition of the newly created global “Customer experience” department is to “offer a strong and consistent customer experience across businesses”

The Head of Customer Experience contributes to Hitachi’s sustainable growth ambition through defining a customer experience approach for Hitachi. You will propose and implement the necessary customer experience management processes (e.g. customer journey mapping, customer satisfaction measurement methodology and initiatives to improve customer experience) and act as a Center of Excellence for the group. You’ll identify the adequate CX initiatives to contribute to further advance and strengthen the Hitachi brand.

Some of the responsibilities of this role include:

• Build up a customer experience community across Hitachi

• Develop a customer experience approach for Hitachi

• Establish supporting “light” global frameworks & processes

• Propose & oversee initiatives to improve customer experience and further strengthen the Hitachi brand

• Living core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business

What you bring to the team

We’re looking for a team player, who is motivated by delivering great work and the Hitachi vision.  Some of the skills and experience we look for include:

• More than 10 years of successful marketing & sales related working experiences with a focus on driving CX related initiatives

• Management experience in leading global functional teams

• Digital tools (especially CRM) proficiency

• Excellent leadership skills for calibrating with various (executive) stakeholders and driving a global transformation program. Results orientated, self-motivated and driven

• Cultural sensitivity and openness to work in an international business environment across all timezones

• MBA in Sales & Marketing

• Excellent English level. Japanese proficiency a great plus

This is a global opportunity and we welcome applications from all locations.

Our Values

We are proud to say we are an equal opportunity employer and welcome all applicants for employment without attention to any factor that doesn’t impact your ability to do the job, including race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.  We are proud of Japanese heritage, with our values expressed through the Hitachi Spirit:

Wa – Harmony, Trust, Respect

Makoto – Sincerity, Fairness, Honesty, Integrity

Kaitakusha-Seishin – Pioneering Spirit, Challenge

If, like us, you’re motivated by delivering first class services, thrive in a fast paced and supportive environment and want to help Hitachi to drive social innovation, we’d love to hear from you.