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Customer Experience Programme Manager

  • Location

    London

  • Discipline:

    Customer Contact

  • Job type:

    Permanent

  • Salary:

    £65,000 - £70,000

  • Consultant:

    #

  • Email:

    ncopitch@merje.com

  • Job ref:

    NC/17452

  • Published:

    about 1 month ago

My client is looking for a Customer Experience Programme Lead to become part of their CX leadership team. The role is primarily responsible for leading the multiple work streams of activity across our entire CX agenda in support of high profile digital transformation and day-to-day management of business as usual events.

Experience and skills required

  • A proactive approach to planning, communication and people management within a dynamic and growing team
  • Working with peers and Customer Experience team members to estimate and plan work
  • Proven experience in digital environment, managing multiple projects and resources across different streams of work
  • Able to establish working partnerships across various functional areas and business units to overcome operational inefficiencies and promote an outcome-based team
  • Ability to foster creativity and enable effective productivity of the customer experience team members
  • Day-to-day management of internal and third-party service providers maintaining project timelines
  • An understanding of budgets, time recording, and resourcing management across multiple varying CX activities
  • The ability to work confidently under pressure in a fast-paced environment, coordinating multiple tasks and projects and facilitating teams to work effectively
  • Ability to understand the wider strategy while not losing sight of the day to day details
  • Ability to gather and engage key stakeholders across the organisation with a clearly communicated RACI to drive collaboration and the right involvement from SMEs
  • Day to day operational management of Customer Experience team including staff project and office/collaborative setup, and ensuring facilities are maintained
  • Ability to produce internal report on performance metrics e.g. quality and time