Customer Experience Lead

3 weeks ago

London, Greater London, United Kingdom City & Guilds Full time

Are you dedicated to enhancing customer satisfaction? Do you possess the ability to discern customer needs and translate insights into effective strategies? Are you skilled at prioritizing customer interests in intricate decision-making processes? We are excited to present an opportunity at City & Guilds for a Customer Experience Manager to contribute to our mission of delivering outstanding customer interactions.

Role Overview: As the Customer Experience Manager, you will define the interactions our clients have with our organization, ensuring smooth and enjoyable customer journeys. Your role will involve identifying and addressing challenges while proactively improving satisfaction to foster enduring brand loyalty.

Work Environment: This position offers a hybrid work model, combining remote work with office presence as needed. Flexibility in your work location is available, but occasional travel to the office will be necessary.

Commitment to Diversity: We are committed to making appointments based on merit. We believe that diversity and inclusion enhance our effectiveness, and we encourage applications from underrepresented communities.

Key Responsibilities:

  • Map, analyze, and manage the backlog for key customer value streams, ensuring enhancements focus on customer priorities.
  • Improve customer interactions with City & Guilds by analyzing data and insights, conducting market trend analysis, and collaborating with various teams to optimize the end-to-end customer journey.
  • Communicate customer needs and insights to the organization, enabling colleagues to implement effective solutions for exceptional customer experiences.
  • Provide regular reports on the impact of improvements on customer journeys and collaborate with the Customer Markets Insight team to establish metrics and KPIs.

Candidate Profile:

To excel in this role, you should have a proven history in customer experience management with measurable outcomes. You must be analytical, capable of interpreting complex data, and extracting actionable insights. Proficiency in data analytics tools and CRM platforms is essential.

You should possess strong communication skills and excel in stakeholder management, with the ability to influence cross-functional teams. A deep understanding of market dynamics and customer behavior is crucial, along with experience in customer journey mapping and optimization techniques.

Passion for Customer Experience: A genuine enthusiasm for delivering exceptional customer experiences is vital. While not mandatory, experience in Agile Project Management would be advantageous.

About City & Guilds: Our vision is to empower individuals with the skills and opportunities necessary for success. We support millions annually in developing skills that lead to employment and career advancement. As a charity, our focus is on achieving this mission through assessment, credentialing, corporate learning, and technical training.

We are proud of our history, having been established in 1878 to assist individuals and organizations in skill development. Our ongoing evolution allows us to meet the demands of the future workplace, offering a range of services including digital credentialing, eLearning technologies, and executive leadership development.

What We Offer: We provide a dynamic work environment within a leading organization, offering opportunities for skill development and growth. Our benefits package typically includes a competitive salary, generous holiday allowance, pension, private healthcare, and various volunteering opportunities.

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