Customer Experience Strategist

3 weeks ago

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

As a Customer Experience Strategist, you will be responsible for mapping, analyzing, defining, and managing the backlog for one of our primary customer value streams, ensuring enhancements are implemented with a focus on customer priorities.

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

You will be expected to communicate customer needs and requirements, along with data-informed customer journeys, to the organization, enabling colleagues to identify and implement effective solutions that deliver exceptional customer experiences.

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

About You

To excel in this position, you should possess a proven track record in customer experience management that drives measurable results.

Analytical skills are essential, with the ability to interpret complex data and derive actionable insights. Proficiency in data analytics tools and CRM platforms is required.

You will be a clear and confident communicator with excellent stakeholder management abilities, capable of influencing cross-functional teams.

As a Customer Experience Strategist, you will have a deep understanding of market dynamics and customer behavior, along with experience in customer journey mapping and optimization techniques.

A passion for delivering outstanding customer experiences is essential.

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

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 facilitate employment, career advancement, and preparation for future job opportunities. As a charity, we are dedicated to achieving this mission.

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 improve prospects for individuals, organizations, and society at large. We create flexible learning pathways that support lifelong employability, believing 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 have a rich history of helping individuals, organizations, and economies develop their skills for growth.

Our extensive experience positions us uniquely 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 offer digital credentialing, eLearning technologies, executive leadership development, technical training, and consultancy services.

Our success is driven by the people we collaborate with. We pride ourselves on providing equal opportunities to all staff and value diversity within our inclusive culture. We recognize that a diverse workforce is essential to 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 develop 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, private healthcare, volunteering opportunities, and much more.

Next Steps

If you believe this role aligns with your skills and aspirations, we encourage you to submit your CV and complete our short application form.

We review applications on an ongoing basis and may close vacancies earlier than advertised. We appreciate your interest in joining us.

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

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