Customer Experience Lead

3 weeks ago

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

As the Customer Experience Lead, you will be responsible for mapping, analyzing, defining, and managing the backlog for one of our primary customer value streams, ensuring enhancements are made with a focus on what truly matters 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 complete 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, enabling colleagues to identify and implement the appropriate solutions to deliver an exceptional customer experience.

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

About You

To excel in this position, you should have a proven history in customer experience management that drives measurable results.

Being analytical is essential, with the capability to interpret complex data and derive actionable insights. Proficiency in data analytics tools and CRM platforms is expected.

You will be a clear and confident communicator with outstanding stakeholder management skills, possessing the ability to influence cross-functional teams.

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

Ultimately, a passion for delivering exceptional customer experiences is crucial.

While not required, 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 thrive. We assist nearly five million individuals each year in developing skills that help them secure employment, advance in their careers, and prepare for future job opportunities. As a charity, we are proud that our efforts are centered around achieving this mission.

Through our assessment and credentialing, corporate learning, and technical training offerings, we collaborate with our clients to deliver work-based learning programs that build competencies, supporting better prospects for individuals, organizations, and society at large. We create flexible learning pathways that promote lifelong employability, as we believe everyone deserves the chance to (re)train and (re)learn continuously, acquiring new skills at every life stage, 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 their skills for growth.

Our extensive experience uniquely positions us to understand the future of work and learning. We continually 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 take pride in providing equal opportunities to 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 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 would be eager to hear from you. Please submit your CV and complete our brief application form using the apply button.

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

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