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Customer Experience Manager

  • Salary: £50,000 - £55,000
  • Job Type:Permanent

Posted about 3 years ago

  • Sector: Customer Contact
  • Contact: Natasha Copitch
  • Contact Email: ncopitch@merje.com
  • Expiry Date: 06 March 2021
  • Job Ref: NC/17176

My client is looking for a Customer Experience Manager to act as the voice of the Customer for the business. Responsible for defining the Customer Experience strategy, generating actionable insight and improving Customer experience deliver.

Responsibilities

  • Defining the Customer Experience strategy.
  • Prioritising the wants and needs for each Customer group so the business clearly understands the core requirements to meet Customer expectations.
  • Delivering actionable insights from multiple sources of operational and customer data in order to drive business decision making and help prioritise Business Improvement activity.
  • Accountable for the Customer Experience measurement approach, execution and any 3rd Party relationships
  • Working with cross functional Teams (including Business Improvement and e2e work streams) to ensure measures are embedded for each Customer journey.
  • Work across the business with stakeholders to ensure action plans and accountable remedial activities are owned, understood and progressed
  • Forecasting and tracking the Customer Experience impact of changes deployed- some of which the role holder will be directly responsible for.
  • To ensure engagement with all major projects/programmes and that the Customer impact is clearly defined.

 

Skills and Experience

 

  • Degree qualified, with 5+ years of CEX experience
  • Results orientated with clear evidence of delivering step-change improvements to customer satisfaction
  • Ability to assimilate fact-based evidence and recommendations into effective outputs and presentations
  • Good working experience of CEX insight practices
  • Exceptional presentation and facilitation skills with the ability guide colleagues at all levels across the organisation
  • Ability to multitask and work well under pressure in a fast-paced team. Able to adapt to change and prioritise competing deadlines
  • Excellent communication and stakeholder management experience- this will include delivering comms/sessions to large groups of people
  • Display excellent analytical and an informed, evidence-based approach; expert in analytical methodologies
  • Ability to develop a rapid and deep understanding of the business and customer journeys
  • Ability to present complex information in a straightforward manner to allow for decision making
  • Lean Six Sigma Green Belt or LCS 2a/2b
  • Experience in developing companywide Customer Experience strategies and programmes
  • Utilities background