Customer Experience Manager
2 weeks ago
About The Role
Reporting to the CX (Customer Experience) Strategy and Planning Lead, this role will work collaboratively and constructively with teams across the company to develop and manage the 1-3 year roadmap of key CX activities, and analyze their impact on achieving CX objectives and targets (using measurement insights & evidence).
Supporting Senior Stakeholders in evaluating and making decisions to deliver CX priorities, and aligning the company around the CX Strategy for our operations.
Inputting into the overarching Customer Strategy, coordinating and aligning the CX roadmap with key teams and senior stakeholders.
Managing the view of all activities and milestones for the portfolio of work undertaken by our CX team.
About You
You will have gained the following skills/experience:
- Curious, with a drive to get to the root cause of issues
- A passion for planning, organisation and creative problem-solving, an excellent understanding of how people, objectives, processes, and systems link together in a complex organisational environment and able to identify dependencies and challenge constructively
- Ability to synthesise complex ideas into plain language for effective communication with all stakeholders
Minimum Criteria
- Experience in a matrixed environment and delivering a roadmap of activity that delivers a balance of short-term improvements and medium to long-term differentiation.
- Background or exposure to managing multiple priorities and resources at one time, working with cross-functional teams
- Knowledge and expertise in Project Management and/or Programme Management
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