Customer Experience Optimization Lead

2 months ago


Birmingham, Birmingham, United Kingdom SCC Full time

SCC is seeking a Customer Experience Manager to champion customer satisfaction and drive continuous service improvement.

As the central figure for all things related to customer sentiment, you will play a pivotal role in gathering and transforming customer feedback into actionable strategies that enhance customer delight. Collaborating closely with the Customer Success Team, you will identify challenges, spearhead initiatives, and orchestrate CSI activities to elevate the overall customer journey.

Key Responsibilities:

  • Oversee metrics and analytical tools to effectively capture customer feedback and glean valuable insights.
  • Promote and monitor the adoption of initiatives designed to enhance the customer experience.
  • Coordinate CSI activities across internal and external teams, ensuring seamless collaboration.
  • Engage with customers directly and foster a culture of feedback through various mechanisms.

Skills and Experience:

  • Proven track record in account or service delivery management within a dynamic business environment.
  • Experience in managing stakeholders and cultivating strong customer relationships.
  • Meticulous attention to detail and exceptional organizational skills.
  • Excellent interpersonal and communication abilities, enabling clear and effective interaction with diverse audiences.


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