Customer Experience Manager

Description:

Customer Experience Manager

Salary - up to £46,000 depending on experience

Hybrid Working – 2 days in office, Leeds.

Contract - Permanent position

Working Hours – Monday –  Thursday 8.30am-5pm Friday 8.30am-4.30pm.

Purpose of the job:

· Define and shape the customer journey strategy across all touch points, platforms and systems

· Create a seamless and consistent customer journey at every stage and touchpoint of the customer lifecycle.

· Own, monitor and measure the end-to-end customer proposition, experience and performance of our customer journey

· Understand the customer's needs, preferences, and behaviours, and using this information, improve the customer experience and drive customer loyalty and satisfaction.

Main Responsibilities:

· Develop comprehensive customer journey maps to understand and document the end-to-end customer experience

· Identify key touch points and moments of truth throughout the customer lifecycle

· Responsible for the end-to-end customer journey, experience and performance of the customer journeys

· Create smarter and more customer friendly solutions that make our customer journeys easy, intuitive and digitally led

· Measure success of implementations and work with key stakeholders to adjust or adapt/change where implementations are not as effective as expected or there is a lack of customer engagement to ensure success.

· Collaborate with key stakeholders and colleagues across the division to prioritise and deliver improved and enhanced customer journeys

· Implement continuous improvement initiatives based on customer feedback and market trends.

· Monitor and evaluate the success of implemented strategies and adjust as needed.

· Leverage customer relationship management (CRM) tools and other relevant technologies to streamline processes and enhance the customer journey.

· Stay updated on emerging technologies that can improve customer experience

· Define and monitor key performance indicators (KPIs) related to customer satisfaction, retention, and overall journey success

· Prepare and present regular reports to the leadership team, highlighting areas of improvement and success.

Knowledge and Skills

Knowledge

· Understanding of project and programme management techniques and management of risk

· Knowledge of B2B electricity and gas UK Retail business processes and systems is preferable

· Familiarity with customer relationship management (CRM) systems.

· Knowledge of marketing automation tools and analytics platforms

· Understanding customer needs, behaviours and preferences through their journey

· Analysing customer data to identify trends, pain points, opportunities and how effective the customer journey is

Skills

· Ability to develop strong relationships and work effectively across multiple teams, whilst also being comfortable working in a fast paced agile environment

· Prepared to take ownership and accountability for key deliverables (including resolution of risk events that arise from time to time) and to challenge the status quo.

· Strong negotiator, highly influential with commercial acumen

· Excellent communicator and facilitator with the ability to diffuse tense situations and deal with conflict across different levels of an organisation

· Ability to analyse commercial performance, customer insight and journey funnel data to drive and track impact of changes.

· Challenging the business to drive for an innovative solution; “think out of the box” and ensuring best in class solution designs

· Evidence of making decisions which produce successful outcomes

· Microsoft Office proficient

· Project management skills and the ability to drive cross-functional collaboration.

· Ability to produce accurate work within tight timescales

· Highly organised

· Ability to analyse data and provide insight

Presentation skills

·         Strong analytical skills with the ability to translate data into actionable insights

If interested, APPLY NOW! Alternatively, please send a copy of your CV to (url removed)