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Senior Manager Customer Experience

  • Location: Leeds
  • Salary: £61,000 per year
  • Job Type:Contract

Posted 16 days ago

  • Sector: Customer Contact
  • Contact: Natasha Copitch
  • Duration: 12 Month FTC
  • Expiry Date: 03 September 2022
  • Job Ref: NC/19395

My client is looking for a FTC 12 Months contract for a Senior Manager Customer Experience Manager to provide leadership on Business measurement of Customer Satisfaction and Insight.

• Build, analyse and report results and drive initiatives from Transactional Voice of Customer surveys and drive Benchmarking analysis using CSI and/or other forms of feedback that complement the customer experience objectives.

• Plan, scope and prioritise survey finding, working backwards from customer needs to identify areas that can drive impactful customer experience improvements across key touchpoints

• Develop and own reporting methods and tools to drive analysis of Root Cause, Insight and Customer Effort for our Operational function to an Executive reporting level.

• Management of Supplier Relationship Governance which includes the build and leadership of supplier relationships for VoC programme – Conduct Supply Risk Framework and action requirements which are scheduled every quarter and ensure all reports/policy are adhered to through Quarterly Attestations

• Assist in workflow design for E2E customer journey and overreaching seamless experience across all customer touchpoints from On Boarding, IVR, eServicing, Digital Messaging, Customer Service, & Collections

Skills & Experience:

• Experience working in a similar role/function setting up CX programmes and analysing / reporting on customer experience

• Experience running surveys and leading suppliers to run quantitative research projects

• Extensive experience of NPS satisfaction metrics

• Good knowledge of performance metrics and associated technology (telephony system (IVR), VoC programmes and experience mapping).

• Strong data analysis skills (qualitative & quantitative) and ability to translate into insight

Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately, your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.