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