Senior Customer Experience Manager - Birmingham, United Kingdom - National Express

National Express

Verified Company

Birmingham, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Join us on the Journey... We have an exciting opportunity for a
Senior Customer Experience Manager
based in Birmingham. In this role you will support the execution and evolution of the customer experience strategy through the delivery of key projects. Identifycontinuous improvement opportunities in the end to end experience customers have, making clear recommendations on service, product and processes. Engage with stakeholders across the business to share customer feedback and results recommending improvementsfor identified issues that will enhance the overall customer experience and drive customer loyalty.

What you'll do...

Support the delivery of key customer workstreams and business wide projects.
Document customer journeys, proactively looking for ways to enhance the overall experience and/or exceed customers' expectations. Challenge the norm with a robust customer first approach
Support the prioritisation of Customer Experience improvements through well harvested analysis to correctly identify improvement opportunities. Fully scope initiatives at key points of the customer journey.
Help develop strong cross functional and organisational relationships in order to influence, gain and inspire an appetite for change.
Support and deliver improvement workshops from initial problem statement, requirements, data gathering through to planning and implementation.
Deliver customer results to internal stakeholders to drive improvements for our customers through

internal governance meetings.

Ensuring you represent the voice of the customer in business and stakeholder meetings to ensure that Customer Experience is at the heart of decision making.
Line Management responsibility for the Customer Experience Manager

What you'll need...

Must have significant experience in Customer Experience and a deep understanding of the customer experience needs.
Experience of successfully executing projects and change initiatives from concept through to live.
Excellent stakeholder management experience.
Good leadership and interpersonal skills with the ability to communicate effectively at all levels.
A selfstarter who is comfortable making decisions, able to work on own initiative and resolve problems quickly and effectively.
Tenacious, resilient and has a desire to work in a fast paced agile environment.
Commercially minded with a strong customer focus with an awareness of the interdependence of key business areas.
Transport industry experience is desirable.

We offer a wide range of benefits such as...
- £42,745 per annum plus performance related bonus

A free National Express West Midlands bus pass for you
Free nationwide National Express coach travel for you and your partner
Company pension
Exclusive benefits and savings from thousands of the UK's largest retailers and service providers
Access to our award winning Health Bus; providing free and accessible health checks
Access to our Employee Assistance Programme which includes free counselling and further support to improve your health and wellbeing
An opportunity to take part in our Cycle to work scheme

Things to note... At National Express, we are really proud of our health and safety record and as a result, we operate a Drugs and Alcohol Policy which is applicable to all employees.