CUSTOMER EXPERIENCE MANAGER

PERMANENT

THEALE/HOME

We're seeking a dynamic and results driven person who is highly passionate about delivering exceptional levels of customer satisfaction and driving continuous improvements. The Customer Experience Manager will play a pivotal role in leading the customer program for our transformation, focusing on simplifying the customer experience, improving customer satisfaction and driving favourable brand recognition.

Key Responsibilities include:

Customer Journey Mapping

Develop customer journey maps from Lead to Order, aligning with our new Sales and Marketing strategy across all target audiencesCreate customer journey maps from Order to Cash process, collaborating with the Customer Fulfilment SME's to identify opportunities for enhancing customer satisfaction.Work closely with the Brand designer to develop customer journey mapping tools for visualising, wireframing and prototypingCollaborate with Senior Marketing Manager to create personas and journey maps for different segments and enable Marketing CampaignsCollaborate with Digital Marketer to integrate customer journeys seamlessly across the digital estate (e.g. website, social publishing and promotion, email marketing campaigns, PR)

VOC Implementation & Product Owner and CX projects

Implement VOC software and platforms, collaborating closely with the IT department, drive usage and gain buy in from the business. Provide monthly reports and tracking.Work with and support the Translate community and Delivery leads to lead on CX projectsLaunch and support a company wide program of continuous improvement though a 'Listen. Find & Fix' programWork closely with the continuous improvement team in Operations to ensure that efforts and priorities are aligned to meet the business goalsAct as Product Owner of the VOC tool and set up on-going surveys and questionnaires for different audiences and segments within the softwareImplement the CI framework and in consultation with business stakeholders prioritise backlog based on VOC insightsExpand the Customer Discovery program for all key accounts

Touchpoint Analysis and VOC

Utilize the customer VOC to understand and map all customer touchpoints, moments that matter, and opportunities for improvement and innovationDrive a program of 'listen, find & fix' to reduce pain points and align all stages of the customer lifecycle to meet customer needs and expectationsTransformation & Continuous improvement

Provide recommendations to improve the customer journey, benchmark against external best practices and industry standardsEnsure focus, results and CI activities align with our ambition to be a Customer-Centric organisation and Digital Partner of ChoiceIdentify opportunities that drive efficiency and reduce cost to serve and failure out of the business and processTake role of Business lead for Customer workstream as part of the Transformation Program

Reporting & Measurement

Set up the reporting and measurements that roll up to the business OKR's for C-SAT and NPS, customer referrals and customer effort scores.Establish KPI's for improving performance (Cost, Quality and Time, including RFT, TAT's)Provide regular reporting to the business on the progress of CX initiativesEmbed workstream 2 in the transformation program into BAU

The successful Customer Experience Manager will have:

Experienced in CX journey mapping tools and prototyping toolsConfident in agile CX mapping across user journeys for Lead to Cash, preferably in B2B environmentBasic understanding of Digital Marketing tools, CRM, Email marketing, Campaign PlanningAdvanced knowledge of VOC software platform tools and vendorSound Project Management skills with focus on redesigning and testing customer journeysStrong analytical and data interpretation skillsProven experience in implementing and running VOC program and toolAbility to develop and report on performance metrics through PowerBIDemonstrated ability to visualize and map customer journeysExperience in agile, cross-functional working particularly within an Operations or Delivery environment and in partnership with IT and Digtial

If you are passionate about customers and improving their experiences, feel customer-centricity runs through your veins, and love a data approach to CX, and you meet all the requirements then please send your CV to (url removed)

Project People is acting as an Employment Agency in relation to this vacancy.