Job Title: Customer Experience Executive
Reporting to: Senior Customer Experience Manager
Department: Customer Experience / Customer Care
Location: Kingsway Distribution Center
Hours: 40 Hours per week - May include occasional late shifts and weekends
Role Overview: A pivotal role within the Customer Experience Team, responsible for driving and project managing improvements for our customers across our diverse Omni-Channel retail fascias. The role includes interrogating customer data across all touchpoints to understand the end-to-end customer journey, identifying pain points and friction, and leading cross-functional projects to deliver actionable improvements that enhance customer experience and reduce contact.
Key Responsibilities
* Coordinate customer experience improvement projects from initiation through to delivery, ensuring clear objectives, timelines, and measurable outcomes.
* Develop and maintain project plans, track progress, and report on key milestones and risks to senior stakeholders.
* Serve as primary point of contact for customer experience enquiries, concerns, and feedback.
* Monitor and evaluate the impact of implemented changes, using data to inform ongoing improvements and share learnings across the business.
* Champion the “Voice of our Customer”, interrogate contact trends and identify opportunities to improve the customer journey.
* Build and maintain strong relationships with internal customers through proactive communication
* Cross-Functional Collaboration with Customer Care Operations, Digital Operations, Distribution Centers and Technical Support business areas to ensure global processes and systems drive increased efficiencies and performance.
* Handle escalated customer issues with empathy and professionalism, provide customer journey summaries and outcomes.
* Implementation of robust rigour for BAU customer testing environments such as test orders (end to end purchase and return journey), customer communications, customer feedback.
* Supporting the customer care operation through daily management of the Atlassian CX Jira portal.
* Conduct ad-hoc competitor analysis to understand market trends.
* Review and management of customer communications including groupwide FAQ’s and customer communications including despatch notes.
* Supporting the CX team with engagement activities to drive positive customer outcomes.
Essential Skill/Experience/Knowledge:
* Advanced proficiency in Microsoft Office, with a particular emphasis on Excel, is required.
* Demonstratable project management skills, including comprehensive experience in planning, execution, and reporting.
* Strong analytical abilities and meticulous attention to detail.
* Exceptional problem-solving and conflict resolution skills, grounded in root cause analysis and objective data.
* In-depth knowledge of all customer care operational software systems.
* Prior experience in customer service, quality improvement, and process optimisation.
* Excellent written and verbal communication skills, with the capability to tailor messaging for varied audiences, and present findings to senior stakeholders through effective storytelling.
* Self-motivated individual capable of managing tasks from initiation through to completion, with a focus on delivering measurable benefits.
* Consistently models professional behaviour and demonstrates flexibility and reliability.
* Exhibits resilience and adaptability within a dynamic, ambitious, and fast-paced team environment.
* Proactive in identifying potential opportunities and addressing issues before they arise.
* Solid commercial awareness and understanding of omni-channel retail operations.