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Customer Experience Director

2 months ago

Aberdeen, Aberdeen City, United Kingdom SWORD Careers Full time

Sword Careers is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving real transformation change within our clients. We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data and business applications. We have a passion for using technology to solve business problems, working in partnership with our clients to help in achieving their goals.

We are seeking a Customer Experience Manager to manage all aspects of the Customer Experience between Sword and assigned Clients to ensure the experience and service they receive retains long standing engagements, delivers operational success and excellence, demonstrates continual improvement, maximises current and future revenue opportunities, identifies growth, and provides opportunities for staff working at the clients to deliver and achieve their best.

Key Responsibilities:

  • Reporting to the Operations Lead, our Customer Experience Manager will be responsible for all operational delivery activities, including service performance, work allocation, resource planning, risk management and line management of operational team leads in the services they manage.
  • Work with key personnel both within SWORD and at the CLIENT to ensure our operational service is aligned to the needs and goals, enabling a demonstrable partnership and collaborative relationship.
  • Develop and implement strategies to enhance customer satisfaction, loyalty, and retention, while identifying opportunities for growth and expansion.
  • Collaborate with cross-functional teams to ensure seamless delivery of services and solutions that meet customer needs and expectations.
  • Monitor and analyze customer feedback, metrics, and data to inform business decisions and drive continuous improvement.
  • Provide coaching, guidance, and support to operational team leads to ensure they have the necessary skills and resources to deliver exceptional customer experiences.
  • Stay up-to-date with industry trends, best practices, and emerging technologies to ensure SWORD remains competitive and innovative in the market.