Customer Experience Strategist

3 weeks ago


Leicester, Leicester, United Kingdom Cromwell Group (Holdings) Ltd Full time
Customer Experience Partner

Cromwell Group (Holdings) Ltd is seeking a Customer Experience Partner to drive customer-centricity across the organization.

Key Responsibilities:
  • Develop and implement a customer experience strategy that aligns with the company's mission and vision.
  • Collaborate with functional leaders to embed customer-centricity in their departments and support the delivery of initiatives that enhance the customer experience.
  • Educate and instill a common customer language and mindset across the organization.
  • Accountable for role-modeling customer-friendly language and tone in all customer communication.
  • Use data and insights to understand customer needs and translate them into business processes, ways of working, and technology requirements.
  • Measure and track the delivery and ROI of customer experience initiatives.
  • Facilitate sessions to implement programs, processes, and ways of working that enhance the customer experience.
  • Create detailed delivery plans and support other Customer Experience Partners to deliver.
  • Collaborate with the wider Customer Experience Team to ensure consistency, relevance, and the sharing of best practices.

Requirements:

  • Experience in the customer arena, understanding what good looks like in a customer experience function.
  • Expertise in delivering integrated customer experiences in a multi-channel environment.
  • Demonstrable experience in defining, planning, and delivering customer-led projects.
  • Experience in reviewing existing systems and processes to identify issues and develop recommendations to improve customer experience.

About Cromwell Group (Holdings) Ltd:

Cromwell Group (Holdings) Ltd is a company that puts the customer at the heart of everything we do. We are committed to delivering exceptional customer experiences that drive loyalty and satisfaction.



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