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Customer Experience Lead
Job Posted: 2 hours ago
Salary: £ 50,000 - 55,000 / Annum
Job Type: Permanent
Location: Feltham, London
Expire in: a month
Job Description
We are working with a global company to recruit a Customer Experience/Transformation Executive to join their newly created team. This role will look at all processes and steps in the customer journey to identify improvements to the customer experience, suggesting innovative changes and enhancements. We are looking for candidates with previous change and transformation experience who can take responsibility for process improvement and ensuring that customer initiatives are implemented and met.
You will act as the key interface between all internal functions to embed a new service culture in the business, ensuring the business customer agenda drives mutual benefit for customers. You will be responsible for effectively collaborating across all business functions to ensure an integrated customer experience roadmap is always maintained. This is in addition to responsibility for the implementation of all planned & new activities required to highlight the overall value of the customer and drive an improved customer experience.
Package circa £50,000-£60,000 + amazing benefits.
This role is hybrid working so candidates MUST be able to spend 3 days per week in the Heathrow office.
Role overview:
Set customer standards across the business, including the Customer Support teams.
Monitor, review and take necessary follow-up actions to ensure customer performance standards are met.
Support the development the customer experience strategy across the end to journey, covering all aspects of the business, including process, technology, innovation people and continuous improvement.
Support the delivery of tactical as well as a strategic projects to ensure that all customers receive the best end to end experience whilst delivering a commercial beneficial outcome.
Manage and oversee a series of customer centric initiatives aimed at driving the customer agenda and improving the experience and improving our customer experience metrics, including KPIs.
Business Partner with the Senior Management / Executive Team to influence change in the service culture of the organisation.
Engage with all business functions to proactively advocate customer centric solutions to elevate all communication with the customer to an exceptional level.
Organise immersive sessions for the wider teams.
Collaborate with Commercial functions to ensure that product development, marketing & sales initiatives can be delivered in line with customer expectations and forward planning.
Use Customer Research & Insights to identify company-wide improvements and present these to the Board/Senior Stakeholders.
Candidate requirements:
Experience delivering in and customer focussed environment with a clear understanding of the value of customer experience and its return on investment.
Previous experience of managing change and transformation projects to enhance customer service and experience
Ability to guide and inspire the entire organisation to develop a strong service culture.
Confidence to influence across the organisation and particularly the commercial and operations teams globally.
Strong project management capability including a commitment to project delivery
Passionate about customer experience.
Excellent organisational and time management skills, with the ability to prioritise to ensure relevant targets are met.
Advanced level and highly competent in all Microsoft packages, predominantly in PowerPoint and Excel.
High attention to detail ensuring accuracy and thorough and logical.
Able to articulate complex concepts into an understandable narrative for non-technical audiences.
Strong presentation and stakeholder management skills.
Ability to constructively challenge the status quo.
Inquisitive about customer trends and best practice and able to use research and able to interpret data from a wide variety of sources to make sound judgments and recommendations.
Looking for the next step in your career? Think Specialist Recruitment.
Think Specialist Recruitment is an independent support staff recruitment agency based in Hemel Hempstead and working across the Herts, Beds and Bucks area. We specialise in permanent, temporary and contract recruitment with areas of expertise including: administration, customer service/call centre, PA/secretarial, human resources, accountancy and finance, sales admin/sales support, marketing and IT Helpdesk/IT supportBefore You Apply
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