Customer Experience Strategist

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 grasp customer requirements and translate insights into effective strategies? Can you prioritize customer needs in intricate decision-making processes? We have an exciting opportunity for a Customer Experience Manager at City & Guilds, where you will play a vital role in shaping outstanding experiences for our clients.

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 focus will be on identifying and addressing pain points while proactively improving satisfaction to foster enduring brand loyalty.

Work Environment: This position offers a hybrid work model, allowing flexibility between home and office settings. You will be required to travel to our office as necessary.

Diversity and Inclusion: We value diversity and believe it enhances our work environment. We encourage applications from underrepresented communities, including ethnic minorities and individuals with disabilities.

Key Responsibilities:

  • Map, analyze, and manage the backlog for key customer value streams, ensuring improvements focus on what matters most to our clients.
  • Enhance the overall customer experience 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 requirements effectively, ensuring that the organization can implement appropriate solutions for an exceptional customer experience.
  • Provide regular reporting on the impact of improvements on the customer journey and collaborate with the Customer Markets Insight team to define metrics and KPIs.

Candidate Profile: To excel in this role, you should have a proven history in customer experience management with measurable outcomes. You should be analytical, capable of interpreting complex data to derive actionable insights, and proficient in data analytics tools and CRM platforms.

Communication Skills: You must be a confident communicator with excellent stakeholder management abilities, capable of influencing cross-functional teams.

Market Understanding: A solid grasp of market dynamics and customer behavior is essential, along with experience in customer journey mapping and optimization techniques.

Passion for Customer Experience: A genuine enthusiasm for delivering exceptional customer experiences is crucial. Experience in Agile Project Management is a plus, though not mandatory.

About City & Guilds: Our mission is to empower individuals with the skills and opportunities to succeed. We support millions each year in developing skills that enhance employability and career progression. As a charity, our focus is on achieving this purpose through our various learning programs.

What We Offer: We provide a dynamic work environment with opportunities for skill development and a comprehensive benefits package, including a competitive salary, generous holiday allowance, pension plan, private healthcare, and volunteering opportunities.

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