Customer Experience Specialist - London, United Kingdom - Cazoo

Cazoo

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

About Cazoo and our culture:

In just four years, we've transformed the car buying experience in the UK and we're seeking the best talent to help us move forward in our journey.

Right now, we are looking for people who want to maximise their impact - for their careers, colleagues and our customers.

We're looking for someone who wants to learn with the best, take the initiative and love the challenge of working in a constantly evolving organisation.

You will also be driven to make a positive impact on others and want to be part of building a strong community at work.

Our aim is to make getting your next car no different to ordering any other product online today, where consumers can simply and seamlessly purchase a car entirely online for delivery or collection in as little as 72 hours.

About this role and the impact you will have:

We're looking for an exceptional Customer Experience Specialist helping to transform the way people buy used cars and making buying a car no different to buying any other product online today.

Working within the Customer Experience team and reporting to one of the CX Managers, this role is critical to ensure that change programmes, new processes and policies are delivered successfully to customer facing teams without impacting the Customer Experience.

This role is important in supporting the wider CX function to ensure the right process improvements are prioritised based on experience impact, commercial objectives and operational inefficiencies in existing processes.

You'll be passionate about taking a proactive, data led approach to delivering outstanding customer experience.

You will do this by supporting and where appropriate, project managing the successful delivery of process improvements, business change & new initiatives across both the CX function and wider business.

You'll partner closely with all areas of the business including; CS, CRM, Technology, Training & Development, Operations & Commercial teams to ensure that you can deliver on change programmes and champion customer experience in all areas of the business.

What you will be doing:

Identifying and championing areas of the customer experience which require improvement, development or optimisation whilst making sure decisions are commercially focused.
Be a strong advocate for the customer across the organisation and act as the "voice of the customer", driving customerobsessed decisions based on deep customer insight.
Support on delivering change across the organisation while always ensuring there is a balance between excellent customer experience and reaching our commercial objectives.
Proactively own deep dive and root cause analysis of our qualitative customer feedback (e.g. Trustpilot) in order to provide actionable reports, which will help drive proactive improvements to the customer experience.
Using data/insight to help identify and define problems that are having a negative impact on our customer experience or CX KPIs.
Own and support the discovery, execution and delivery of projects designed to improve the customer experience.
Manage our process repository and ensure that all new processes & customer journey mapping are mastered and reflective of any change programme.
Effectively communicate new change and processes to the Customer facing teams and other stakeholders as part of the delivery of your projects.
Work cross functionally across a variety of business, operational and technology teams to design and shape the customer experience journeys, to deliver on business objectives.
Build effective working relationships with multiple teams and stakeholders across the whole of Cazoo to ensure consistency in delivery of any change programme or process.

We're looking for some with:

Understanding of business levers that drive CX, engagement and customer loyalty.
Empathy for Cazoo's customers. You'll be able to tackle your projects and decisions through the lens of the customer.
Experience in designing and mapping customer journeys.
Experience in briefing requirements and outlines problem spaces to teams to collaborate on solutions.
Very capable communicator and collaborator, you'll be able to work cross functionally at all levels.
Demonstrates critical thinking.
Excellent analytical skills, with the ability to piece together disparate data from a variety of sources and distil into actionable recommendations.
Able to plan, prioritise and quickly adapt to a fastpaced environment. You'll thrive under change and ambiguity
Able to understand, break down and solve complex problems quickly. You'll be someone with a real 'Can Do' attitude.
Strong attention to detail, with a natural and proactive desire to take ownership.
Collaborative and keen to be a team player, you'll help your team out when needed.
Experience working with Salesforce preferable.

Benefits:

Along with a competitive salary, we offer an outstanding benefits package, including annua