CX Transformation Leader
4 days ago
CX Transformation Leader:
We are seeking an experienced CX Transformation Leader to join our team. As a key member of our leadership team, you will be responsible for leading the development and execution of a comprehensive customer strategy that aligns with organisational goals to improve service quality and increase patronage.
Your Key Responsibilities:
- Develop and execute a customer-centric approach, driving operational excellence across customer experience, insight, and service delivery functions.
- Lead Contact Centre, Complaints, and Customer Information teams, driving performance against key metrics like Net Promoter Score (NPS) and Service Level Agreements (SLAs).
- Leverage data and technology to identify barriers, enhance customer journeys, and implement real-time solutions for incidents, delays, and travel updates.
About Our Client:
Our client is a forward-thinking organisation playing a pivotal role in shaping public services across Greater Manchester. They are committed to innovation, inclusivity, and operational excellence, undergoing transformative change to better serve their diverse community.
What We Offer:
- A competitive salary of £85,000, plus a final value pension scheme.
- Hybrid working, combining flexibility with the need to be visible in leadership.
- The chance to make a tangible impact on how Greater Manchester's transport network serves its diverse community.
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