Customer Journey Designer Review
at Dixons Carphone
Higher Level Apprenticeship
Business Operations
Sheffield
Review Submitted: April 2021
Overall Rating
3.5 /5
The Overall Rating is the average of all the ratings given in each category. We take those individual ratings and combine them into one final score!
3/5
-
Overview of Role
3/5
-
Skills Development
3.2/5
-
Structure and Support
Overview of Role
Please give an overview of your role and what this involves on a day-to-day basis:
4/5
Reviewing the customer experience when any change to process is proposed, and supporting/implementing these changes as a SME & Business Analyst for the Contact Centre
To what extent do you enjoy your programme?
2/5
The programme is good, but due to the lockdowns it has had to be very "classroom", even with the remote working.
Skills Development
Have you learnt any new skills or developed existing skills?
3/5
Continued to develop my knowledge of the change process and identifying areas of waste & efficiency
Structure and Support
How well organised/structured is your programme?
3/5
The prgramme is well organised and structured with a road map/timetable in place which is reviewed in each session with the tutor
How much support do you receive from your employer?
3/5
The employer regularly reviews with us on how we are doing, provides support when we encounter challenges and enables solutions when impediments are met
How much support do you receive from your training provider when working towards your qualifications?
3/5
We have regular meetings with the training provider as we progress through the qualifgication learning
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
3/5
The learnings from the cpourse are reinforcing existing knowledge and refreshing said knowledge to allow more perspectives when assessing changes in processes
Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
4/5
Normally there would be, but due to the remote working and lockdown restrictions these have not been taking place recently
Recommendations & Advice
Would you recommend Dixons Carphone to a friend?
Yes
Why?
There is a desire to help employees to grow and learn, especially within the Contact Centre. This "push" to self develop has had proven success in improving not just the Contact Centre or the employees themselves, but the people they work with as well through the examples they set
What tips or advice would you give to others applying to Dixons Carphone?
The job is not easy due to the customer interaction without the face to face element to assist body language. taking the time to learn and develop the skills needed to support these customers remotely, helps you develop the skills needed to think outside the box and push yourself further
