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Customer Experience Manager

  • Location

    Birmingham, West Midlands

  • Sector:

    Marketing and Digital

  • Job type:

    Permanent

  • Salary:

    Up to £75000.00 per annum

  • Contact:

    Darrah O'Sullivan

  • Contact email:

    DarrahO'Sullivan@workwithglee.com

  • Job ref:

    BBBH26339_1637833461

  • Published:

    10 days ago

  • Consultant:

    Darrah O'Sullivan

My client, a leading technical and business services organisation, are looking for a Customer Experience Manager join their fast paced and growing team. A hugely exciting time to join the business as they are currently going through a sustained period of growth, this is a key hire to the business and will report directly into the Head of Insight & Customer Experience. You will lead on developing and executing the overall customer agenda, with a focus on delivering a seamless best in class, omnichannel customer experience across all touch points.

The Role:

  • You will define and execute the customer experience proposition, prioritising and delivering specific improvements, tracking implementation and success across the end-to-end customer journey.
  • Lead the ongoing management of customer experience measurement platform ensuring the right customer surveys are in place so you can better understand how customers feel about their experience.
  • You will be a pivotal part of our marketing transformation, by focusing the digital customer journey and evolution of the digital marketing landscape.
  • Design and deliver customer dashboards to create visibility and accountability for customer experience performance against business goals.
  • Develop end to end customer journey maps and persona profiles for existing and to be developed products/services.
  • You will support product road mapping, development, and prioritisation through rigorous A/B testing and optimisation, identifying customer pain points, detailing user stories, tracking customer journeys, and conducting data analysis using multiple data sources to solve business and customer problems.

The Candidate:

  • Proven experience within a similar CX role.
  • Ability to use data & insights to develop omnichannel customer experience strategy.
  • Strong stakeholder management skills.
  • Demonstrable ability to think strategically and operate within a broad context, with strong commercial awareness.
  • Understanding of and practical experience in of NPS and other customer experience measurement methodologies.

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