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Customer Experience Strategist
2 months ago
Overview
Are you dedicated to crafting outstanding customer interactions? Do you excel at discerning customer requirements and transforming insights into effective strategies? If so, we have an intriguing opportunity at City & Guilds for a Customer Experience Manager to contribute to our mission of delivering remarkable experiences for our clientele.
Key Responsibilities
As the Customer Experience Manager, you will:
- Define and oversee the experiences our customers encounter with our organization.
- Ensure smooth and enjoyable customer journeys, fostering meaningful engagements.
- Identify and address challenges that may arise, proactively enhancing satisfaction to cultivate enduring brand loyalty.
You will operate in a hybrid model, balancing remote work with occasional office presence as needed.
About the Role
In this position, you will:
- Map, analyze, and manage the backlog for a critical customer value stream, focusing on improvements that matter most to our customers.
- Enhance the overall customer experience by analyzing data and insights, conducting competitor and market trend assessments, and collaborating with various teams to optimize the end-to-end customer journey.
- Communicate customer needs and data-driven insights to the organization, ensuring that colleagues can implement effective solutions for an exceptional customer experience.
- Provide regular reporting on the impact of improvements on the customer journey and work with the Customer Markets Insight team to establish metrics and KPIs.
About You
To thrive in this role, you should possess:
- A proven history in customer experience management with demonstrable results.
- Strong analytical skills, with the ability to interpret complex data and derive actionable insights.
- Proficiency in data analytics tools and CRM platforms.
- Excellent communication and stakeholder management abilities, with a talent for influencing cross-functional teams.
- A solid understanding of market dynamics and customer behavior, along with experience in customer journey mapping and optimization techniques.
- A genuine passion for delivering exceptional customer experiences.
Our Mission
At City & Guilds, we envision a world where everyone has the skills and opportunities to succeed. We support millions of individuals annually in developing skills that lead to employment and career advancement. Our commitment to this purpose drives everything we do.
Through our various programs, we partner with customers to deliver work-based learning initiatives that enhance competencies and improve prospects for individuals, organizations, and society as a whole. We believe in creating flexible learning pathways that promote lifelong employability, enabling individuals to continuously acquire new skills throughout their lives.
What We Offer
We provide an opportunity to work within an innovative and leading organization, with avenues for skill development and exploration. Our benefits package typically includes a competitive salary, generous holiday allowance, pension plan, private healthcare, and opportunities for volunteering.
