Total Experience (TX) Manager
Arcadis
Manchester, Greater Manchester, United Kingdom
5d ago

At Arcadis we focus on attracting, retaining and developing people who share our passion and commitment to improve quality of life.

In return we offer you the opportunity to transform your world and the world around you, that could be through client work, upskilling yourself, championing equality and inclusion or getting involved in charity work, to name just a few.

Our people value different perspectives, they care about the sustainability of our planet and dare to shape the future. One of our core values is people first’, and supported by our Lovinklaan foundation, we invest in you for the long term, to ensure you reach your full potential.

You’ll have the opportunity to own your career and work on industry-defining projects, finding solutions to real challenges that make a difference to people’s lives.

You’re encouraged to have a growth mindset and are given the space to develop personally and professionally, building a flexible career that works for you. Role description :

As a TX Manager , you will develop and drive the implementation of an over-arching strategy that connects our People First Culture to our Tech organization Mission Statement to improve, enhance, drive, and deliver a valued experience throughout all Tech services, solutions, and support touchpoints.

Leveraging existing and emerging industry best practice frameworks, along with a passion and commitment for delivering high-quality results, the TX Manager will work with the Service Management Team to create a strategy that best fits the context of Arcadis to achieve the desired outcome of this role.

The TX Strategy will need to include the following :

  • Define the TX concept and its benefits to position the Tech organization for success.
  • Establish a baseline of high impact opportunities to prioritize high volume interactions and critical outcomes to productivity and profitability.
  • Inform, educate, and champion a TX campaign to gain commitment throughout the Tech Organization.
  • Create a high-level roadmap to begin the TX journey and incorporate Voice of the Customer input and feedback early and often to ensure our impact matches our intent.
  • Set the pace and tempo to incorporate TX into the overall Tech Organization culture not to what’s comfortable, but to what’s not comfortable stretching our idea of what’s achievable, not unrealistic.
  • Role accountabilities :

  • Act as the change leader for the TX initiative along with the Service Management Team.
  • Adopt the persona of overall marketing and campaign manager of the TX culture within the Tech organization and its ambassador role to other global Arcadis teams : Advocate, advise, educate, guide, and consult to ensure the success of the strategy.
  • Develop the Strategy Governance Culture integration and connection throughout the Tech Organization Methods Reporting based on focused input and feedback Research ideas for continuous improvement to keep the TX strategy relevant

  • Demonstrate a broad competence around engagement and relationship management.
  • Compile current state of issues, impacts, and challenges as our baseline measurement through two lenses the lens of the receiver of a given experience and the provider of that same experience.
  • Identify what good looks like from all audiences to create a solid foundation from which to launch the TX campaign
  • Structure roadmap on what’s possible from a TX -focused improvement plan (drive the focus on what we can do, vs. what we can’t).
  • Develop a Getting Started primer that reviews the purpose of each interaction with the Tech Organization and the desired impact and outcome.
  • Follow a good, better, best collection of examples to help educate how change can be implemented.

  • Promote resilience and responsiveness by being open and honest about challenges to address actions required to address the unexpected.
  • Help identify the right measurement criteria to determine improvements and any needed refinements by incorporating feedback from the appropriate vehicles and contacts.
  • Create decision-making opportunities to allow for critical thinking efforts to ensure our impact matches our intent, placing the focus on intended outcome, rather than just following a process.
  • Qualifications & Experience :

  • IT Professional with Service Management experience within a multinational engineering or professional services firm
  • Understanding of changing business requirements and value chain
  • Demonstrate capability to work individually with a holistic mindset and the ability to inspire multi-disciplinary teams around a common purpose
  • Why Become an Arcadian? Our work with clients has a direct impact on people’s lives and on the planet. We make moving, living and belonging in cities safer, more resilient and more sustainable.

  • By partnering with our clients as responsible custodians of our earth's resources, we can create a sustainable planet. We continue to think of new ways to make positive impacts and create better experiences for people;
  • data driven and digital solutions have become part of the Arcadis DNA. Working together with clients and using techniques like design thinking, we can get to the heart of our clients’ most pressing challenges and work together to solve them.

    As a global business, we have committed to support five of the UN’s Sustainable Development Goals to ensure that our projects contribute to a better and more sustainable future for all.

    But it’s not just the work that we do on client projects that benefits communities and our planet. As a global business, we are committed to making a positive impact to society by supporting local communities where we operate.

    To help protect our planet, we monitor and measure non-financial information to inform business decisions and reduce our own environmental impact as part of our commitment to be net zero carbon as a global company by 2030.

    Our Commitment to Equality, Diversity, Inclusion & Belonging : We want you to be able to bring your best self to work every day which is why we take equality and inclusion seriously and hold ourselves to account for our actions.

    Our ambition is to be an employer of choice and provide a great place to work for all our people. We believe that by working together diverse people with different experiences develop the most innovative ideas.

    Equality, diversity and inclusion is at the heart of how we improve quality of life and we work closely with our people across six ED&I Workstreams : Age, Disability, Faith, Gender, LGBT+ and Race.

    A diverse and skilled workforce is essential to our success. Transform Your World

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