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Customer Experience Advocate

2 months ago

Nottingham, Nottingham, United Kingdom Boots Full time
About the Role

We are seeking a highly motivated and experienced Customer Excellence Partner to join our team at Boots Opticians. As a key member of our Customer Operations team, you will play a critical role in enhancing our customer journeys and overall experience.

Key Responsibilities
  • Track, monitor, and analyze customer feedback to identify opportunities for improvement
  • Manage relationships with customer feedback-centric partners and suppliers to maximize visibility and understanding of customer feedback
  • Liaise and collaborate with internal and external stakeholders to share customer insights and influence continuous improvement
  • Collate and analyze customer insight and metrics, and produce visual presentations for key stakeholders
  • Advocate for customer excellence across the business, striving for continuous improvement
  • Proactively and positively approach change and collaboration, supporting the wider customer operations team as needed
Requirements
  • A true passion for customer experience and finding ways to enhance customer journeys
  • Experience in large-scale transformation projects
  • An influential communicator who enjoys building presentations and presenting to large audiences
  • Experience in complaints management up to and including executive level
  • A keen eye for detail who can analyze data and solve problems
What We Offer
  • Boots Retirement Savings Plan
  • Discretionary annual bonus
  • Generous employee discounts
  • Enhanced maternity/paternity/adoption leave pay and gift card for anyone expecting or adopting a child
  • Flexible benefits scheme including holiday buying, discounted gym membership, life assurance, activity passes, and more