Customer Experience Manager

4 weeks ago


Leatherhead, Surrey, United Kingdom Premium Credit Ltd Full time
About the Role

We are seeking a highly skilled Customer Experience Manager to join our team at Premium Credit Ltd. As a key member of our organization, you will play a pivotal role in delivering exceptional customer experiences and driving business growth.

Key Responsibilities
  • Gather information to design effective customer services, including propositions, products, and personas for both customers and partners.
  • Create and maintain a comprehensive Customer Journey Library, using appropriate tools and techniques to map 'as-is' and 'to-be' journeys.
  • Collaborate with cross-functional teams to review changes in the trading environment and competitor offerings.
  • Capture, track, and update 'pain points' across various journeys, understanding their impact and scale.
  • Act as the 'Voice of the Customer' to champion and drive improvement, utilizing business-as-usual and change routes to address outstanding 'pain points' and achieve the aspirational experience.
Requirements
  • Proven track record of driving customer experience change.
  • Analytical mindset and critical thinking abilities.
  • Ability to work at pace, demonstrating organizational and planning skills.
  • Curious and able to get under the skin of issues.
  • Natural collaborator and communicator, able to tell the story and engage the audience.
What We Offer

We offer a competitive salary, a workplace pension scheme, hybrid working, and a range of benefits, including private health and dental cover, 25 days annual leave, and support for personal development.

We are committed to providing reasonable adjustments or accommodations for applicants and are an equal opportunities employer with a strong commitment to Diversity, Equality, and Inclusion.



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