Cx Performance - Luton, United Kingdom - TUI

TUI
TUI
Verified Company
Luton, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

With the Customer Experience 2.0 organisation, TUI is well on its way to deliver a strong customer strategy based on insights which leads to a customer centric culture with continuous CX improvement, innovation and excellent customer service.

Reporting directly to the Senior Program Manager VoC, the CX Performance and Planning Manager is part of a team responsible for leading the UK customer feedback program and reporting topline KPIs back to the UK&I business.

In addition, this role is responsiblefor leading the digital (app, web) workstream for the VoC program across the TUI Group.

This role is being offered on a 12 month fixed term maternity cover.


ABOUT THE ROLE

  • Manage the turning of a diverse range of customer feedback and business data about customer experience into a cohesive Voice of the Customer program
  • Lead the successful ongoing delivery of the UK&I customer feedback program: supporting IT and business needs and working with our external partner
  • Work closely with stakeholders across the business to ensure they can utilise customer feedback measurement platform (qualtrics) as needed and championing UK priorities where relevant within the Groupwide VOC program
  • Evidence of translating different data sources into clear findings and recommendations
  • Expertise in understanding the performance across all UK&I customer touchpoints
  • Delivering a topline infographic report on the endtoend customer journey, using insight from our global postholiday customer satisfaction questionnaire; and regularly presenting to senior leadership
  • Act as a key account with regard to all customer feedback measurement within UK&I brands and products
  • Lead the digital work stream (app and websites) of the VoC program with stakeholders across all source markets, to further enhance the existing set up, as well as overview new project, and influence future roadmap priorities
  • Championing digital workstream priorities within VoC program, including management of external support partner as well as aligning with internal stakeholders across all markets and concepts
  • Providing line management for the UK&I VoC Specialist, support and developing, to set high performance standards to achieve objectives

ABOUT YOU

  • Proven experience in consumer insights with focus on Voice of Customer programs / Customer Experience measurement
  • Excellent understanding of methods used to assess Customer Experience through various customer facing channels
  • Experience with Qualtrics is desirable
  • Strong understanding of data and analytical skills
  • Experience in working with data processing and visualisation dashboards
  • Willingness to work in international teams and to adopt an international perspective
  • Excellent presentation skills and ability to engage stakeholders at all levels
  • Ability to challenge stakeholders at all levels
  • Skilled to coach, develop and performance manage team to succeed and exceed expectations
  • Great relationship building and collaboration skills
  • Excellent organisational and planning skills and the ability to manage multiple projects / deliverables

ABOUT OUR OFFER

  • Fantastic holiday benefits including discounts, special offers and the ability to purchase additional 'TUI time off'
  • Health and Wellbeing support in five key areas
  • Financial, Health, Social, Community and Career
  • Discretionary Bonus SchemePrivate Medical Insurance, single co
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