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Customer Experience Innovation Manager, Farnborough
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Client:
Location:
Farnborough, United Kingdom
Job Category:
Customer Service
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EU work permit required:
Yes
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Job Reference:
c6bbea657cf4
Job Views:
4
Posted:
02.05.2025
Expiry Date:
16.06.2025
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Job Description:
Customer Experience Innovation Manager
Hays is delighted to be working with our global client, one of the world’s most successful premium manufacturers of cars, motorcycles, and provider of premium services. Our client demonstrates a commitment to innovation, sustainability, and product responsibility from development to production. Their aim is to play a dynamic and innovative role in shaping the face of mobility. Our client values each person—passion, commitment, uniqueness, and contribution to shaping their future success.
About the job: We are recruiting for a Customer Experience Innovation Manager to join our client on a temporary assignment. This role focuses on identifying pain points within contact centres, customer surveys, complaints departments, analyzing these issues, and implementing improvements. The person will look at the end-to-end customer journey, collaborate with different teams to implement solutions, and evaluate contact centre operations and customer strategy.
The opportunity:
* Develop and define the end-to-end customer journey to gather and analyze customer insights.
* Proactively gather digital trend intelligence to influence change.
* Identify opportunities, consider concepts, and ensure successful pilot and implementation of initiatives.
* Manage customer measures to enhance premium experiences, eliminate pain points, and ensure financial sustainability.
* Act as a point of contact for new customer initiatives and serve as SME in customer projects.
* Propose actions and decisions for UK and global decision boards.
Key accountabilities:
* Obtain and share customer insights to drive change.
* Create and share customer journey maps highlighting pain points.
* Promote changes to reduce customer pain points.
What you will bring:
* Proven experience in mapping and improving customer journeys.
* In-depth knowledge of contact centre operations, strategies, technologies, and performance metrics.
* Industry experience in manufacturing or luxury/premium customer service is preferred.
* Strong collaboration skills and problem-solving abilities.
* Minimum of 5 years in a relevant role.
Support provided: The company values openness, responsibility, appreciation, transparency, trust, diversity, and inclusion. Benefits include a competitive hourly wage, annual bonus, up to 35 days of leave, free parking, subsidized meals, and hybrid working arrangements. The company promotes a diverse and inclusive workplace, supporting equal opportunities and respecting differences.
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