Customer Experience Business Partner

7 months ago


Manchester, United Kingdom Northern Trains Full time

**BUSINESS FUNCTION**:Customer & Commercial

**GRADE**:ML1/SB3

**SALARY**:£42,042 to £52,089 per annum

**ROLE TYPE**:Hybrid

**HOURS**: 37 per week

**Is evaluating customer satisfaction and enhancing customer journeys ‘Your Thing’?**

We are looking for an enthusiastic and personable Customer Experience Business Partner, to join our Customer & Commercial Team at Northern. We understand that our customers are at the heard of everything we do, and we are looking for a talented individual to enhance what we do. If you’re passionate about delivering outstanding customer experiences and shaping the future of service quality, this role is for you.

Connecting millions of people and communities across the North is our mission. With 2,500 trains a day, we connect people to jobs, friends, family, and the wonders of the North.

We're improving rail travel, enhancing the experience on board and at stations. Customers are at the heart of our business as we improve performance and create a better way to go.

We're driving economic value and sustainable growth for the North and its people. Our commitment to the environment means reducing our impact and enhancing the world around us.

Make a difference. Make it last. Make it easy. Make it happen. Make it yours. These are our values.

Ready to make them yours? Join us on this journey.

**About the role**:
Northern is committed to providing top-tier rails services and building lasting customer relationships. As the Customer Experience Business Partner, you’ll be a key player in championing customer satisfaction and service quality.

Working closely with regional management teams and HQ functions, you’ll develop and implement customer action plans, ensuring effective delivery of our Customer Experience Service Quality strategy. You’ll be responsible for promoting a customer-focused culture, aligning regional strategies with our Customer Experience goals and integrating best practices into our operations.

You’ll also take the lead in the creation of customer action plans, engaging with customers for feedback and driving innovation in customer experience.

If this sounds like your thing, we’d love to hear from you.

**Key responsibilities**:
As the Customer Experience Business Partner, you’ll be in a role which is rewarding and thought-provoking. Here is a glimpse of what your day-to-day activities could include:

- Leading the development of a proactive customer and Service Quality culture.
- Aligning regional operational strategies with the customer experience and Service Quality strategy.
- Providing expert advice and integrating best practices into all NTL functions and regional activities.
- Identifying customer impacts and leading the development of assessments and control measures.
- Creating targeted customer action plans and overseeing their implementation.
- Engaging with customers, gaining feedback, and understanding their needs.
- Stratifying customer data to close experience gaps.
- Leading customer innovation and the development of Northern customer standards.

**About you**:
You’ll be a dedicated individual with a proven track record for putting customers at the hear of what you do. You’ll be able to translate customer objectives into actionable plans. You’ll have the ability to influence at a senior levels, communicating data effectively to non-technical audiences. You’ll also be innovative and have a passion for implementing strategies to enhance customer solutions.

We’re also looking for the following:

- Experience of working in an influential position, in a complex operational environment or customer service industry driving customer experience outcomes.
- Experience of working in a matrix organisation.
- Knowledge of the Northern network desirable but not essential
- Good working knowledge of software packages, especially Microsoft Word, Excel, PowerPoint and SharePoint.
- Have knowledge of customer service/experience issues, and best practice.
- Demonstrable experience of implementing strategies to improve customer experience, leading to improved customer outcomes.

**Our Benefits**:
Because we value our people and reward hard work, we’ve created a benefits package that we think you’ll love. So, you’ll be able to make the most of:

- Opportunities to progress and grow - including comprehensive training schemes and a range of online learning courses.
- Full Uniform for Frontline Facing Roles - our frontline people are the face of the business, so we provide you with a stylish and high-quality uniform.
- Agile working for non-train crew - many of our roles can now be based at both home and the office, which is great if you are looking for flexibility.
- Cycle to Work Scheme - save up to 42% on the cost of a bike, while also spreading your payments throughout the year.
- Free Travel on Northern services - everyone who works at Northern, plus their partners/spouses and dependents, can travel for free right across our f


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