We are looking for a motivated and experienced Customer Experience Manager to join our Customer Experience team. Reporting into the Director of Operations you will be a key player with the wider Operations Team that is focused on delivering incredible customer experiences.
The key focus of this role will be to improve the experience of our customers across the range of our products and services, by providing highly detailed analysis, research, and reporting to support the business in delivering tangible improvements. Using this data, the individual will work with the business to identify and prioritise changes, then track their progress and delivery.
We are looking for an individual who is conversant with understanding and manipulating sets of data. You will ideally have experience of producing meaningful and insightful analysis, including the presentation of insight-driven recommendations to others. The successful colleague will ideally have proven experience of using visualisation to summarise business data into an easily digestible format, e.g. through the use of dashboards and scorecards etc.
The role will involve you working closely with the wider business and with our partners
No two days are the same, but on a typical day you will;
• Embed customer experience measurement tools - this role will run the day-to-day aspects of our customer experience programme across the group and will be responsible for ensuring the relevant measurement tools are in place wherever CX monitoring is required
• Produce and distribution of CX measurement results - and dissemination of CX results across relevant business, to provide tangible opportunities to drive improvement and ensure that every customer that comes into contact with our brand has a positive experience across all channels and touch points in their journey.
• Manage and development of the customer service team in terms of response and investigation of feedback received
• Manage our day to day relationship with relevant bodies such as the Institute of Customer Service
• Support the Account Managers with deep dive account analysis
• Ensure that complaint / feedback SLA’s are met
So if you are looking for your next challenge, please get in touch, we’d love to hear from you!
To be successful in this role the skills & qualifications you need are:
• At least 4 years experience in a similar role (CX not CS)
• Education to undergraduate level (bonus points for an MBA)
• Experience in designing, leading & delivering CX improvement projects
• Must have project management qualification (Prince2, PMP or similar)
• Exceptional English verbal, written and interpersonal communication skills
• Outstanding customer service skills and dedication to providing exceptional service
• Objectivity, with the ability to see both side of an issue
• Attention to detail
• Customer focused multi-tasker
• Ability to negotiate to achieve amicable solution
• Focussed on quality and customer service
• Strong analytical skills, a keen eye for detail, and exceptional listening skills
• Solid time management skills
• Proficient with Microsoft Office (intermediate Word and Excel)
• Creative ability and writing proficiency
• Must adapt well to change; and successfully set and adjust priorities as needed
• Be self-motivated and well organised
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