Customer Experience Manager
Are you passionate about creating exceptional customer experiences? Do you have a knack for understanding customer needs and turning insights into impactful strategies? Are you able to put customers at the heart of complex decisions and designs? We have an exciting opportunity working as a Customer Experience Manager and be part of our journey to delivering exceptional experiences for our customers.
As Customer Experience Manager, you will be responsible for defining the experience our customers to have with us and ensuring seamless and delightful customer journeys and meaningful interactions. You will help identify and resolve pain points that may arise and proactively enhance satisfaction to build lasting brand connections.
You will be working on a hybrid basis with a mix of home and office. We're flexible about where you might be based to undertake this role, but you'll need to be able to travel into our London office when required.
About The Role
As CX Manager, you will map, analysis, define and own the backlog for one of our key customer value streams and ensuring improvements are made with a focus on what matters to our customers.
You will enhance the overall experience of customers interacting with City & Guilds by analysing data and customer insights, conducting competitor and market trend analysis and mapping and working with multiple teams to optimise the end-to-end customer journey at a sector, segment, product and platform level.
We would expect you to communicate customer needs and requirements along with the data informed customer journey to the organisation ensuring that colleagues are able to determine and implement the right solutions to deliver an exceptional customer experience.
Our successful candidate will provide regular business wide reporting on the impact of those improvement for your customer journey and work with our Customer Markets Insight team to define measurements and KPI’s.
About You
To be successful within this role, you will have a proven track record in customer experience management driving tangible results.
You should be analytical in nature with the ability to interpret complex data and extract actionable insights. You will be proficient in using data analytics tools and CRM platforms
You will be a clear and confident communicator, with excellent stakeholder management skills, you should have the ability to influence cross-functional teams.
As CX Manager, you will have a keen understanding of market dynamics and customer behaviour. You will also be experienced with customer journey mapping and optimisation techniques.
Ultimately you will have a passion for delivering outstanding customer experiences.
Whilst not mandatory, it would be beneficial if you had Agile Project Management experience.
Next Steps and how to apply
Please submit your CV and complete our short application form using the apply button.
City & Guilds are a Disability confident employer. Please let us know if you require any support/adjustments at your interview and if successful any adjustments needed to support you in your role. If this is required, please email; careers@cityandguilds.com