Head of Customer Experience

7 months ago

Manchester, United Kingdom CX Talent Ltd Full time

Our client is a Manchester based not-for-profit organisation.

**Role purpose**
- To deliver a seamless customer experience across all stages and touchpoints in the customer journey helping our client to continually achieve greater customer satisfaction and increased efficiency.
- To play a key role in outlining and shifting how customers perceive our client by using the customer voice while driving and achieving challenging performance through proactive, supportive, and motivational leadership_._
- To define effective strategy, drive performance and improved customer satisfaction whilst aligning the department with our client’s goals and direction.

**Functional Key responsibilities and accountabilities**
- Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey.
- Owner for the complaints process, working across the organisation to implement policy and drive people, process and system change and liaising with the HoS to effectively manage complaints.
- Utilise the insights from customer surveys and complaints feedback and enabling associated business change through root cause analysis and customer journey mapping.
- Understand our client’s goals objectives and align the CX accordingly whilst meeting the needs of customers.
- To guide teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers, especially guiding the marketing, branding and sales teams to align with the larger CX strategy.
- Encourage problem-solving, strategic thinking and customer-orientation amongst the customer experience team.
- Collaborate with the Senior Leadership Team to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy.
- Support customer focus programs with innovative ideas to build customer empathy and engage with our client’s diverse customers.
- Advocate for changes in other departments’ ways of working and cross functionally collaborate with teams to implement a change, if required for the improvement of overall customer experience
- Interact at executive/senior management level, proactively advocating for solutions and managing the customer escalation process.
- Develop and lead an effective and efficient multi-disciplinary Customer Resolution Centre offering a best-in-class service committed to resolving issues at the first point of contact.
- Design or Review, lead on and implement the customer experience strategy.
- Drive and achieve high levels of performance against a suite of customer strategies covering customer contact, customer satisfaction and customer engagement.
- Deliver a “one team” approach to service delivery ensuring the individual needs of customers is met consistently.
- Lead on and implement the Omni Channel strategy.
- Ensure that the Customer Resolution and Customer Experience team work in collaboration with all business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey.
- Embed customer related performance standards and Key Performance Indicators, ensuring targets are met.

Ensure effective multi-channel contact management and support the process of channel shift for high volume, low complexity services.
- Implement root cause analysis mechanisms that translate the learnings from complaints into robust actions in order to reduce recurring themes.
- Ensure compliance with all statutory and regulatory frameworks in relation to complaints.
- Ensure that an effective customer engagement framework is in place, so that customers can scrutinise our performance and influence the design and delivery of services.
- Establish and maintain our customer groups to ensure the customer voice is heard at all levels of our client.
- Implement, train and support our client Customer Scrutiny Panel
- Lead and develop the Customer Voice Strategy ensuring organisational and statutory obligation are maintained and improved.
- Keep up to date with customer service innovations within and outside the housing sector.
- Develop and manage the organisation’s approach to ensuring compliance with the regulators consumer standards.
- Develop and implement the customer experience strategy and embed customer experience across our client.
- Relentlessly seek to improve the customer experience through the identification of pain points and opportunities across the entire customer journey by using data, insight and journey mapping techniques.
- Introduce robust quality assurance processes across the entire customer journey to ensure the highest levels of customer service are being delivered to customers.
- Communicate customer insights in an engaging and digestible way in order to influence stakeholders and gain buy in to the princip

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