Customer Experience Strategist

3 weeks ago

Darlington, Darlington, United Kingdom HC One Full time
About the Role

We are seeking a highly skilled Customer Marketing Lead to join our team at HC-One. As a key member of our marketing team, you will play a vital role in developing and executing our customer marketing strategy, ensuring that our customer journey and communications align with our brand narrative and regulatory requirements.

Key Responsibilities
  • Craft compelling communications and letters to our residents and families, generating customer feedback and insight to inform business decisions.
  • Develop action plans and business cases to support the improvement of our customer journey, working closely with stakeholders across the organisation.
  • Ensure that all direct communications to families from across the organisation align to our core brand narrative and comply with regulatory and GDPR/data protection requirements.
  • Support the business to listen and learn from its customers by working in partnership with other teams to collect real-time feedback and share and act on learnings.
Requirements
  • At least three years' experience in marketing, communications, or customer experience, with a proven track record of success.
  • Outstanding verbal and written communication skills, with experience of helping craft core messaging and direct communications to customers.
  • Good relationship building skills and strong commercial acumen, complemented by a customer-centric approach, strategic thinking, and proactive problem-solving skills.
  • Ability to gather and use data or feedback to generate insight and translate complex ideas, initiatives, and customer journeys into easy-to-understand presentations and action plans.
About HC-One

HC-One is the UK's largest provider of professional residential, nursing, and specialist dementia care for older people, with over 280 care homes across the country. Our ambition is to be the first choice care home in each of the communities we serve, by providing the kindest possible care to all our residents and their families.

We are proud of our outstanding team, who are compassionate, curious, creative, and courageous professionals that can be counted on by their colleagues, our residents, and families. We are passionate about ensuring that our colleagues can be their true selves, and that our workforce represents the communities we serve.

What We Offer
  • Award-winning professional learning and development opportunities.
  • 25 days annual leave.
  • An opportunity to learn from experienced colleagues as part of an outstanding marketing team.
  • GP online - providing around the clock GP consultation via an interactive app - available to you and your children under 16.
  • Colleague discounts - access to over 1600 high street discounts, including carefully selected discount partners.
  • Wellbeing - free of charge access to an independent and confidential Employee Assistance Programme, giving colleagues and their family access to 24/7 365 support for a range of issues, including physical, mental, and financial issues.

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