Customer Experience Strategist

3 weeks ago

London, Greater London, United Kingdom City & Guilds Full time
About The Role

As a Customer Experience Manager, you will be responsible for mapping, analyzing, defining, and managing the backlog for one of our essential customer value streams, ensuring that enhancements are made with a focus on what is significant to our clients.

Your role will involve improving the overall experience of customers interacting with City & Guilds by examining data and customer insights, performing competitor and market trend analysis, and collaborating with various teams to optimize the end-to-end customer journey across different sectors, segments, products, and platforms.

We expect you to effectively communicate customer needs and requirements, along with data-informed customer journeys, to the organization, ensuring that colleagues can identify and implement the appropriate solutions to deliver an exceptional customer experience.

The successful candidate will provide regular, organization-wide reporting on the impact of improvements made to the customer journey and will collaborate with our Customer Markets Insight team to define metrics and KPIs.

About You

To excel in this position, you should have a proven track record in managing customer experiences that drive measurable results.

You should possess strong analytical skills, with the ability to interpret complex data and derive actionable insights. Proficiency in data analytics tools and CRM platforms is essential.

As a clear and confident communicator, you will demonstrate excellent stakeholder management skills and the ability to influence cross-functional teams.

A solid understanding of market dynamics and customer behavior is crucial. Experience in customer journey mapping and optimization techniques will be advantageous.

Ultimately, you should have a passion for delivering outstanding customer experiences.

While not mandatory, experience in Agile Project Management would be beneficial.

Our Story and Mission

Our vision is to create a world where everyone has the skills and opportunities to succeed. We support nearly five million individuals each year in developing skills that assist them in securing employment, advancing in their careers, and preparing for future job opportunities. As a charity, we are proud that our efforts are focused on achieving this purpose.

Through our assessment and credentialing, corporate learning, and technical training offerings, we partner with our clients to deliver work-based learning programs that enhance competency and support better prospects for individuals, organizations, and society as a whole. We create flexible learning pathways that promote lifelong employability, as we believe that everyone deserves the chance to retrain and relearn throughout their lives, regardless of their starting point.

At the core of our organization is the City & Guilds Foundation, which amplifies our mission by helping to eliminate barriers to employment, celebrating best practices in the workplace, and advocating for future job opportunities.

Founded in 1878 by the City of London and the trade guilds of the time, we aim to help individuals, organizations, and economies develop the skills necessary for growth.

Our extensive experience uniquely positions us to understand the future of work and learning. We continuously evolve to develop and deliver skills for the workplace of tomorrow. In addition to qualifications and assessments, we now offer digital credentialing, eLearning technologies, executive leadership development, technical training, and consultancy services.

Our success is driven by the people we collaborate with. We are committed to providing equal opportunities for all our staff and value diversity within our inclusive culture. We recognize that a diverse workforce is essential for achieving our ambitious business goals, and we strive to be flexible to accommodate everyone.

What We Offer

We provide the opportunity to work in an innovative, engaging, and market-leading organization with chances to enhance your existing skills and explore new ones.

You will receive an excellent benefits package, which typically includes a competitive base salary, 25 days of holiday plus bank holidays, pension contributions, private healthcare, volunteering opportunities, and much more.

Next Steps

If you believe this role aligns with your skills and aspirations, we would love to hear from you. Please submit your CV and complete our short application form.

We evaluate candidates for our vacancies on an ongoing basis, and we may close a vacancy earlier than the advertised date.

City & Guilds is a Disability Confident employer. Please inform us if you require any support or adjustments during the interview process and, if successful, any adjustments needed to support you in your role.

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