Customer Care Ambassador

Dyson Business Services (DBS) provides process and service excellence to support Dyson’s growth ambitions with a goal of operating and enhancing services over time to meet the changing needs of the business.  Our Workplace Technology Services (WTS) Team exists to:

• Deliver world class employee experience of delivery of IT Service Desk, collaboration, and end user compute services to Dyson’s global employees (circa 15,500 users).  Our Customers are our Dyson colleagues.
• Drive continual improvement into the WTS processes and operations in line with Dyson’s growth.
• Establish and maintain strong relationships with the employee and business stakeholders, ensuring regular communication of service requirements, service improvements, risks, service changes, service outages and service issues.
• Work with project teams to help ensure new WTS and capabilities are successfully introduced to add value for the business and user community.
• Deliver service for workplace technology operations that ensure simple and effective solutions for end users.

The Customer Care Ambassador (CCA) role:

Reporting to the Head of IT Customer Care, this person is proactive with experience of driving the best care for internal customers in Workplace Technology Services.  It is likely that this role will grow to take on a wider Customer Care portfolio across other service lines in DBS.

CCAs deliver solutions to meet customers’ requirements, improves the way people work and simplifies access to workplace solutions.  This person will use their knowledge and feedback received from customers to drive transformation of services leading to increased effectiveness and quality of Workplace Technology Services.

The objective of a CCA is to be responsible for the customer engagement, experience, and satisfaction levels, with a core focus on driving improvement in delivery quality and effectiveness, addressing customer’s feedback and needs.  To deliver this objective, the key responsibilities include:

• Deliver excellence in customer experience and how that can be delivered to all WTS customers across the Americas region.  Have a customer-first service driven mindset.  This includes the quality, timeliness and frequency of communication and is measured through the lens of the customer to ensure that perception aligns with reality.
• Understanding the experience and needs of customers, ensuring service delivery is aligned with business needs, prioritising desired and agreed stakeholders’ requirements.
• Understand key challenges and goals of each of Dyson’s main business areas together with the role WTS plays in supporting Customers (end users), executives and the Dyson Family to meet these goals.
• Be the local point of contact (in the Americas region) to raise concerns with the WTS service, prioritisation of Requests and then ensuring these projects, Requests and Incidents are proactively and successfully executed by the teams responsible.  This role should be regarded as being someone who is an “owner, fixer and enabler”.  This means ensuring the efficient and proactive coordination of issues, removal of barriers, escalating appropriately, holding others to account, and where necessary, acting as liaison between other parts of WTS, DBS and wider IT functions.
• Act as the Voice of the Customer back into WTS and DBS, examining and challenging current ways of working, understanding and aligning the WTS service with business needs and driving adoption of WTS change in the business. This requires collaboration with Digital Workplace Solutions to suggest and deliver innovations that will improve the experience of Customers.  
• Through working closely with the regional Customer communities together with teams from the business to develop and deliver short, medium, and long-term plans for improving the effectiveness and efficiency of WTS, implementing the plan, and delivering completion of the plan.
• Supporting stakeholders and their teams through periods of technology change. This involves working with Dyson IT Project teams (both within DBS and IT overall), who are introducing new workplace technology services and capabilities, to ensure that business requirements and change impacts have been fully considered throughout the project.  This includes user aspects such as useability, reliability, performance and ensuring that business change, communication, user adoption and effective early life support is not forgotten in the process and that this work is done from project onset, not just when the capability is introduced.
• Be data-insight driven in assessing and improving the Customer experience of WTS.  Use and leverage other available quantitative and qualitative data sources to help identify initiatives and make recommendations for improvement.  Encourage this data-insight approach within