Service Excellence Manager

5 days ago


Metropolitan Borough of Solihull, United Kingdom oilandgas Full time

Join our team as a Service Excellence Manager and take on the challenge of driving significant improvements in our customer satisfaction scores. As a key member of our customer experience and improvement team, you'll be responsible for designing and implementing initiatives that enhance our customers' experiences.

In this role, you'll work closely with various stakeholders to understand customer needs and preferences. Your expertise in journey mapping, service blueprinting, and user experience design will help us develop and implement effective solutions that meet our customers' expectations. With a focus on continuous improvement, you'll contribute to the development of our customer experience and improvement roadmap.

Key Accountabilities
  • Designing and implementing customer journey maps that capture the essence of our customers' experiences.
  • Utilising service blueprinting techniques to optimise front-end and back-end processes.
  • Developing and delivering engaging presentations and reports to stakeholders.
  • Collaborating with senior leaders to inform business decisions and shape the customer experience strategy.
  • Leveraging digital tools and platforms to create interactive journey maps and facilitate stakeholder engagement.

A competitive salary package awaits you, including a generous pension scheme, life cover, bonus opportunities, and access to 20 flexible benefits with tax and/or NI savings. You'll also enjoy a hybrid working approach, with approximately 2 days per week spent in our office in Solihull.


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