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Customer Experience Manager

Posted 6 April by Police Mutual Ended

We have a new opportunity for an experienced Customer Experience Manager to join the team in Lichfield.

Due to continued growth, we have an exciting new opportunity for an experienced Customer Experience Manager to join our Customer Experience Team in Lichfield. The successful candidate will manage a collection of processes that will be used to track, oversee and optimise all customer interactions whilst managing the customer "life cycle" which includes all the steps our members and customers go through when interacting with our organisation. This role is all about improving the experiences and outcomes for our members by fostering customer loyalty through high quality interactions at every step.

In this role you will:

  • Develop and implement strategies that are useful in improving customer relationships, dedication and satisfaction.

  • Collect, analyse and interpret customer interactions data and identify requirements to improve and optimise customer experience.

  • Manage and lead the central services function which provides MI, reporting and Insights on business and customer outcomes to Senior Management, Executives and the Board.

  • Develop a capability platform to link customer strategy to service execution through customer journey design for each product and service.

  • Organise projects and initiatives that enlighten our colleagues on the associated benefits and consequences of their decision.

  • Manage and lead the central services function which provides MI, reporting and insights on business and customer outcomes to the senior.

  • Manage, coach and develop a team of up to 5 colleagues

What we need from you:

  • Substantial experience in Marketing or Operations with strong customer service skills and proven ability to analyse customer data.

  • Strong stakeholder management experience with the ability to influence and challenge when needed.

  • Ability to manage and prioritise workload effectively.

  • Proficient with Microsoft Office, in particular Excel and PowerPoint.

  • Experience in designing customer journeys and service frameworks.

  • Consulting background and Lean Six Sigma experience preferable.

We provide a great working environment and offer a fantastic Employee Benefits package including; a competitive salary complemented by 27 days holiday (this increases with service) plus bank holidays; life assurance; private healthcare PLUS flexible benefits to suit your lifestyle, discounts on financial products and consumer goods.

This is a fantastic opportunity and if you believe you have the skills and experience to succeed in this challenging and rewarding role then please apply now!

Reference: 34576373

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