Customer Experience Specialist
We have a fantastic opportunity to join the Customer Experience Team as a Customer Experience Specialist on a permanent basis. You'll be based from our Head Office SNG House Basingstoke, combining both home and office working to ensure a positive work/life balance.
The Role
Working closely with the Customer Experience Manager, you'll support in embedding Customer Experience at SNG, including customer journey mapping, personalising experiences through use of our segmentation model and driving human centred design across the organisation. You'll work collaboratively across the whole organisation to design, measure and continuously improve our omnichannel journeys, bringing the customer perspective to life for colleagues across SNG and championing the benefits of a customer first mind-set.
Key Responsibilities
* Embedding the Customer Experience Framework, including your design of end-to-end omnichannel journeys
* Strengthening our customer journey architecture, ensuring it is aligned to the process and technology architecture and facilitates the mapping of omnichannel journeys across all products/services
* Navigating the customer experience and developing a rich understanding of opportunities to improve and add value utilising co-creation methods, impressive facilitation skills and a test and learn approach to developing services through iterative design
* Developing, implementing and measuring customer journeys through the use of data, insight and journey analytics
* Providing input and assessment across customer journey aligned processes, controls, training materials, knowledge bases, and system requirements
* Establish and maintain own effectiveness by developing working relationships with all stakeholders
* Using your wealth of knowledge and experience in leveraging a range of digital technologies, to create experiences that are easy for customers to use and efficient to deliver
What we need from you
You're a highly experienced and passionate Customer Experience professional, who is skilled in driving the Customer Experience across an organisation. A housing background is not essential, but you must be able to evidence where you've driven change and transformed the customer experience.
* Drives omni-channel human centred design thinking
* Demonstrates an analytical mind-set to spot opportunities to improve customer experience and proactively drives those opportunities forward to delivery
* Demonstrates impressive facilitation skills and translates actionable outcomes from workshops, ideation sessions and focus groups into a customer experience programme
* Possesses strong collaboration skills and communicates effectively with stakeholders, to positively influence different ways of thinking and navigate blockers
* Possesses robust problem-solving skills to prioritise issues, uses data and insights to identify opportunities and accelerates enhancements to customer experience
* Engages, influences and secures commitment to delivery of the intended customer experience, across all levels within an organisation
* Proven knowledge and experience of a wide range of tools and methods, such as journey mapping, service blueprints and personas
* Demonstrates superior knowledge of future trends to challenge our ways of working
Benefits
* 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
* Chance to buy or sell holiday as part of our flexible benefits package
* 3 additional paid Wellbeing days and 2 paid volunteering days
* Generous matched pension scheme up to 12% and Life cover at 4x salary
* Enhanced maternity/adoption pay
* Enhanced paternity pay – 6 weeks full pay (after 26 weeks' service)
* Options for private medical insurance, dental insurance and critical illness cover
* Wellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP service
Seniority level
* Associate
Employment type
* Full-time
Job function
* Customer Service
* Industries: Housing and Community Development and Non-profit Organizations
We offer flexible working, professional development opportunities, and a chance to be part of something meaningful. We're passionate about inclusion for all and creating a workplace where everyone can thrive.
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