Customer Experience Improvement Executive

3 weeks ago

Bedfordshire, United Kingdom Weber Full time

**Job Details**

**Customer Experience Improvement Executive
- Flitwick** **'**Making the world a better home' - Saint-Gobain's purpose, we have a history spanning more than 350 years and have a responsibility to address the major challenges faced by humanity. We are on a journey to make the world a beautiful andsustainable place to live and have pledged to achieve net-zero carbon emissions by 2050

This is a fantastic opportunity to join as a **Customer Experience Improvement Executive**with**Weber**where the role will be focussing on identifying opportunities to enhance service and wow the customer ensuring that Weber provides a World-Class service to its customers at all times.

As a **Customer Experience Improvement Executive**with**Weber**the main responsibilities are below but not limited to:

- Conducting customer research through various survey mechanisms as well as seeking out customer insights through other voice of customer channels.
- Feeding back into the business and stakeholders relevant customer insights to identify any changes and improvements that could be made.
- Collaborating with relevant teams & stakeholders and a third party research company, to manage and conduct the annual customer satisfaction survey and facilitating associated improvement projects.
- Further contributes to the identification of improvement activities, through journey mapping and root cause analysis, providing solutions and actively managing the solution into place.
- Being responsible for a number of projects and the associated teams & stakeholders. Ensuring projects have a clear objective, properly tracked and are delivered within time and budget.
- Develop the customer experience strategy in line with the business strategy and customer requirements to ensure Weber can deliver World Class service standards across the entire customer journey and lifecycle.
- Offering improvement ideas (based upon customer research and insight) to the business at all levels, creating the necessary business justification as required.
- Promoting and raising awareness of customer experience throughout Weber including holding workshops and producing and delivering training.
- Customer face to face visits and health check calls. Helping to offer them a more personalised experience, making it easy and effortless for customers to do business with us.

**Job Requirements**

**Am I who you are looking for?**

First and foremost, we always want to recruit talented people that align well with our values and way of working; we innovate, we collaborate, we're agile, we act with entrepreneurial spirit, and we're supportive of and close to our customers. Does this soundlike you?

To be suitable for the **Customer Experience Improvement Executive** with **Weber** you need to have:

- Previous customer focussed experience within a busy environment (mandatory).
- Previous project management experience (mandatory).
- Experience of dealing with escalated issues and being comfortable managing difficult conversations (mandatory).
- Natural passion for service excellence.
- Research and analysis (data analysis), customer trends experience and interpretation.
- Strong and proven ability to manage a busy and varied workload.
- Previous experience/exposure to working within an agile, service improvement environment (desirable).
- A practiced service professional that can demonstrate the ability to understand strategic intent and tailor their interaction with customers/stakeholders to deliver individual and relevant experiences intended to deliver the highest levels of service excellence(Desirable).
- Is competent in using and learning digital tools such as MS Word, Excel, PowerPoint, Teams.
- Experience at supervisor level where you were responsible for making decisions for effective resolutions (desirable).

There are 32+ fascinating Saint-Gobain businesses that recruit talented people in the UK and Ireland. However, regardless of which business you join, you are assured to be welcomed into a professional and warm environment, where we value all of our employeesequally and have a strong focus on their health, safety and wellbeing at all times.

This vacancy is working for **Weber**, under the Saint-Gobain Group, the world leader in the habitat and construction markets, with over 170,000 employees and operations in 67 countries worldwide. With such a significant presence we are proud tooffer our employees a career without boundaries**Are You in?**

**What are the benefits?**

In addition to benefitting from a significant focus on your own personal development, you will also have access to:

- A competitive salary.
- Annual Company Bonus.
- Opportunities for career progression and development
- A defined contribution pension scheme.
- Great discounts across high street chains, online stores and holiday agents.
- Saint-Gobain Life Assurance Scheme.
- Access to a leading health and wellbeing portal.

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