Customer Experience Lead

3 weeks ago


London, Greater London, United Kingdom City & Guilds Full time

Overview

Are you dedicated to enhancing customer satisfaction and fostering meaningful interactions? We are seeking a skilled Customer Experience Manager to elevate our customer engagement strategies at City & Guilds.

Key Responsibilities

  • Define and oversee the customer experience framework, ensuring seamless and enjoyable customer journeys.
  • Identify and address customer pain points while proactively enhancing overall satisfaction.
  • Conduct thorough analysis of customer data and insights to inform decision-making.
  • Collaborate with cross-functional teams to optimize the end-to-end customer journey across various segments and platforms.
  • Provide regular reporting on customer journey improvements and work with the Customer Markets Insight team to establish relevant KPIs.

Candidate Profile

The ideal candidate will 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.
  • Excellent communication abilities and stakeholder management skills to influence diverse teams.
  • A solid understanding of market dynamics and customer behavior.
  • Experience in customer journey mapping and optimization techniques.

About City & Guilds

City & Guilds is committed to empowering individuals with the skills and opportunities needed for success. We support millions in developing their capabilities through various learning programs. Our mission is to create flexible pathways for lifelong employability, ensuring everyone has the chance to acquire new skills throughout their lives.

What We Offer

We provide a dynamic work environment with opportunities for professional growth and development. Our comprehensive benefits package includes a competitive salary, generous holiday allowance, pension plan, private healthcare, and various volunteering opportunities.



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