Overview
This role leads the implementation of changes driven by customer feedback and research insights and manages the closed-loop feedback program. It is pivotal in driving customer-centric initiatives across the business, including customer journey mapping and CX maturity assessments, and reports back to the Head of Customer and other senior stakeholders on customer change initiatives
Responsibilities
· Implement feedback-driven changes aligned with customer expectations.
· Oversee the closed-loop feedback program for effective issue resolution.
· Lead a team of CX Executives, guiding their professional development.
· Champion customer-centric initiatives and drive CX improvements across the business.
· Report to the Head of Customer and other senior stakeholders on customer change initiatives.
Skills & Experience
Key Characteristics
· Passionate about leveraging technology to enhance customer understanding and continuously seeking innovative ways to improve the "Pulse" platform.
· Empathetic in interpreting customer feedback, understanding the underlying customer needs and emotions driving the feedback.
· Committed to maintaining the highest data integrity standards and delivering meaningful insights that drive customer satisfaction.
· Curious about emerging trends in VOC platforms and feedback mechanisms, always looking for ways to enhance the platform's capabilities.
· Attentive to the nuances in customer feedback, ensuring that the platform captures the depth and breadth of customer sentiments.
· Connected with internal stakeholders and external partners like Medallia, building strong relationships to foster a collaborative environment focused on customer centricity.
· Courageous in advocating for platform enhancements and changes based on customer insights, challenging the status quo to better meet customer needs.
Experience and Skills
· Passionate about customers.
· Educated to degree level or equivalent, ideally in a Business or marketing field; Master’s preferred.
· Minimum four years of experience in CX management.
· Excellent written and verbal communication skills.
· Strong analytical, project and risk management skills.
· Exceptional communication and stakeholder management abilities.
· Excellent collaborative skills.
· Proven people developer.
· Coaching/Mentoring skills experience.
Benefits
Be Rewarded:
1. Earn Extra Rewards: Unlock bonuses and incentives to enhance your income.
2. Secure Your Future: Build a nest egg with monthly pension contribution, helping you prepare for the future.
3. Family Support: Access enhanced Maternity & Paternity Pay to help you prepare for new additions to your family.
4. Refer and Earn: Cash-in on our 'Refer a Friend' programme – we're always looking for exceptional individuals like you!
5. Peace of Mind: Benefit from a death in service benefit, though we hope you'll never need it.
6. Save Smart: Enjoy discounts and cashback offers from a diverse range of high-street and online retailers, saving on everyday essentials and indulgences.
Get Recognised:
7. Celebrate Longevity: Join our long-service recognition programme, honouring the dedication of our loyal team members throughout their careers.
8. Peer and Manager Acknowledgment: Recognise and be recognised for your achievements, earning points redeemable with over 700 global retailers.
9. Life's Milestones: Receive a gift to celebrate the birth of a baby, adoptions, and weddings, along with an extra day off for your wedding day.
Feel Valued:
10. Always Accessible Healthcare: Benefit from a 24/7 virtual GP service for you and your family, ensuring prompt health answers that fit your schedule.
11. Prioritise Mental Wellbeing: Utilise an independent service to identify and receive mental health support, including face-to-face counselling and self-help resources.
12. Financial Wellbeing: Optimise your budget with our financial wellbeing package, offering real-time earnings tracking and early access to earned pay to help support you with unexpected bills.
13. Savings Made Easy: Set up salary-based savings and earn a 5% boost through our savings scheme.
14. Personalised Financial Guidance: Access one-on-one support from an independent Financial Coach.
15. Comprehensive Assistance: Confidentially address life challenges through our Employee Assistance Programme, covering childcare, family matters, relationships, addiction, legal issues, financial concerns and more.
16. Holistic Wellbeing Tools: Explore a wide range of resources for physical, mental, nutritional, and financial wellbeing through our Wellbeing App.
17. Eye Care Benefits: Enjoy complimentary eye tests and contributions towards single lens prescriptions for VDU users.