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Senior Customer Experience Manager

3 months ago

Leeds, Leeds, United Kingdom Barchester Healthcare Full time
Exciting Opportunity: Join Barchester as a Senior Customer Experience Manager

The Customer Experience team at Barchester is looking for a talented Senior Customer Experience Manager to be part of their family. The successful candidate must have a proven track record in customer experience roles, with expertise in customer journey mapping, design, and project implementation for enhancement.

Barchester Healthcare, a prominent healthcare provider in the UK, is rapidly expanding, boasting over 250 nursing homes and hospitals nationwide. As part of our growth strategy, we are constructing 10 new homes annually for the next three years.

Experience and Skills Required:
  • Experience in Customer Experience delivery
  • Customer journey mapping and implementation
  • Managing senior stakeholders
  • Excellent communication and presentation skills
  • Data analysis proficiency
  • Project management experience
  • Understanding brand tone of voice
  • Strong relationship building abilities
  • Highly organized and detail-oriented
  • Self-motivated and target-driven
  • Ability to work under pressure
Key Responsibilities:
  • Collaborate with the Director of Customer Experience to identify improvement areas
  • Prioritize projects that align with business goals
  • Redesign customer journeys
  • Ensure optimized experiences across all touchpoints
  • Lead insight sessions and improvement actions
  • Provide on-the-ground support with Sales and Marketing teams
  • Specify training needs and drive service culture improvements
  • Enhance customer experience to boost revenue performance

Barchester has received several accolades, including a two-star outstanding rating by Best Companies. Ranked as one of the top companies in the Health & Social Care industry and among the best Big Companies to Work For in the UK, Barchester offers a supportive and progressive environment for career growth.