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Customer Experience Manager

Location: Manchester

Salary: £50,000

Job Type: Permanent

Job ID: 169242

We’re looking to appoint a dynamic and passionate Customer Experience Specialist to take on a brand-new role within a rapidly expanding company.

 

You will work in partnership with all departments to ensure they are aligned to the business wide CX strategy. We are looking for someone with a strong CX background that is passionate about customer experience and process improvement, making sure the customers are at the heart of every decision.


Based in North West though remote working / hybrid options are available.

Salary: £50,000 + benefits.

 

The company are currently going through a digitalisation and transformation programme that has already delivered significant business growth so this is an exciting time to join the team.

 

Responsibilities:

 

  • Proactively partnering with department leaders, immersing yourself into their business area to raise awareness and ensure they are taking ownership of CX

  • Monitoring CX performance to ensure they are in line with the agreed SLA’s

  • When required, working with department leaders to recover service levels

  • Working across multiple departments to develop CX best practice to ensure, drive and optimise customer experience.

  • Analyse data to deliver insight and recommendations

  • Identify improvement opportunities

  • Working with other senior leaders to deliver improvements that drive CX performance and behaviours across the business

 

About you:

 

  • Previous experience in a customer experience role with a proven track record of success in driving improvements and awareness

  • Significant stakeholder management experience with proven ability to engage and influence others to deliver the best outcomes

  • Experience in end-to-end customer journey mapping and service design

  • Previous experience in continuous improvement

  • Experience in managing change in a fast paced and agile environment

  • Ability to interpret data and make recommendations to improve processes and CX

  • Ability to work under pressure, manage your time effectively and work on your own initiative

  • Excellent analytical, decision making and problem-solving skills

  • Self-motivated, ambitious, and determined

  • Ability to manage and drive performance

  • Excellent communication skills at all levels

  • Attention to detail

 


If you’re interested in this position, send across your CV today and a member of our team will be in touch.