Overview
Customer Experience Lead position within Correla's Customer Operations and Excellence team. Salary: £60,000 (advertised salary achievable for a candidate fulfilling all role criteria). Job type: Permanent.
About Us
In March 2021, Correla was created, as an independently owned business to bring in private investment to fuel innovation in the centre of the energy market and beyond. Correla is derived from correlation, because we’re all about exploring and enhancing relationships between data, people, and processes. Our SaaS products and Managed Service solutions combine to power industry innovation, simplify an increasingly complex market, and deliver cost and operational efficiencies. Our goal is to support industry transformation, to move to a net-zero future and to positively impact the end-consumer.
Responsibilities
* Implement the customer experience strategy aligned with business objectives.
* Monitor and analyse the customer journey to identify pain points and opportunities.
* Lead, coach and develop the Customer Experience team.
* Set performance expectations, monitor progress and support personal growth.
* Encourage a culture of accountability, collaboration and putting the Customer first.
* Leverage data to generate actionable insights on customer behaviour, satisfaction and trends.
* Present insights to the wider business to inform service and operational decisions/improvements and generate/feed a channel of information sharing.
* Coordinate successful delivery of customer surveys including execution, monitoring and post-survey activity.
* Work with Operational Stakeholders, Data Analytics team and Client Stakeholders to embed insights into process enhancements contributing to service excellence.
About You
* Leadership & Coaching – building the team’s skillsets, capability, confidence and performance management to reduce single points of dependency, with previous Team Management experience.
* Customer Experience – journey mapping, NPS/CSAT analysis, customer satisfaction and account management experience.
* Analytical & Problem solving – strong capability in data interpretation and insight translation.
* Forward thinking – anticipating what the business and team need to deliver excellence and improve processes.
* Strong communication – capable of engaging with customers, clients and senior leadership.
What We Offer
* Location flexibility – Locate for your day
* Uncapped annual leave
* 6-12% Pension Contribution
* Private Healthcare
* 26 weeks’ full pay equal parental leave
* Wellbeing Services
* And more!
Job Details
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Other
* Industries: IT Services and IT Consulting
Equality & Diversity
Correla is an Equal Opportunities Employer. We believe in equality of opportunity regardless of race or racial group, ancestry, place of origin, ethnicity, sex, sexual orientation, gender identity, gender expression, gender re-assignment, age, record of offences, marital/civil partnership status, family status, pregnancy, maternity and paternity, religion/belief or disability. Your opportunity for employment depends solely on your qualifications and relevant experience.
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