Customer Experience Manager

Company Description
We're the nation's favourite heating brand, here to warm up people's homes, lives, and futures.
From boilers, hybrids and heat pumps to solar thermal and smart controls, we're giving our customers plenty of choice. With cutting-edge tech and research, we're right in the thick of the drive for a better future of home heating.
It's not all tools and tech. People are the real heart of our company. We connect with our customers to deliver genuinely helpful support, and we care about our employees and give them enriching careers. We work hard, we work together, and we work with a cause – delivering brilliant customer support and exceptional engineering.
As an organisation of more than 1,600 employees, we also take our role in the communities we serve seriously. From giving away free heating systems for community spaces, to our charity, education, and volunteer work – we're no strangers to rolling our sleeves up, getting stuck in, and helping out.
If that sounds like something you'd like to be a part of, we'd love to meet you.
Come and work at Worcester Bosch.
Job Description
We are excited to offer you the opportunity to join our Marketing department as a Customer Experience Manager

Reporting into the Director of Marketing, the
Customer Experience Manager
is the internal voice of the customer, advocating for their needs and expectations. This role collaborates cross-functionally to enhance the overall customer experience, drive loyalty, improve service delivery and strengthen brand awareness.

In this role, you will be responsible for:

• Working with stakeholders and the senior leadership team to define customer experience objectives.
• Lead initiatives and facilitate customer experience journey mapping workshops and research with our customers.
• Collaborate with teams and managers to identify initiatives that improve customer journeys, eliminate pain points and improve brand perception.
• Leveraging research and insights to design and implement customer experience strategies that are aligned with Worcester Bosch's values and business goals.
• Serving as the voice of the customer internally, ensuring customer insights and feedback are integrated into decision-making processes across departments.
• Manage and analyse customer feedback across multiple channels and touchpoints to identify areas for improvement.
• Monitor and report on customer experience KPIs and present insights and trends to senior management.
• Design and deliver customer experience training to engage CX champions.
• Be the NPS touchpoint owner for Worcester Bosch.
• Staying current on industry trends, techniques and competitor customer experience strategies to maintain a competitive edge.

Interested? Upload your CV today

Qualifications
Skills & Attributes:

• Proven experience in Customer Experience with a high level of empathy.
• Strong understanding of customer journey mapping and experience design principles.
• Proficiency with CRM systems and customer feedback platforms.
• Experience in driving customer-centric culture.
• Excellent communication, networking and relationship building skills.
• Comfortable driving change.
• Analytical mindset with ability to interpret data and generate actionable insights.
• Strong organisational and project management skills.
• Knowledge of the heating or home appliance industry is a plus but not mandatory.

Additional Information

Deadline for Applications:
Please note, we reserve the right to close this vacancy at any time so we encourage candidates to submit their applications as soon as possible.
Working Hours
:

• 39 hours per week – standard working pattern of 08:00 – 17:00 Monday to Thursday and 08:00 – 16:00 Friday with a 1-hour lunchbreak

Working with us comes with the following benefits:

• Hybrid working options available
• 25 days annual leave per year plus bank holidays – additional service days accrued after 5 years
• Eligibility for our Company Performance Bonus (up to £2,000 gross per annum)
• Enhanced pension contributions
• Access to the Perkbox and My Benefits platforms giving access to discounts, group income protection and death in service benefits
• Employee Assistance Programme and Virtual GP
• Discounts on products from across the Bosch Group
• Subsidised onsite café and canteen
• Health & wellbeing support including: over 200 trained mental health first aid champions, free of charge employee assistance programme and after 2 years' service you gain eligibility for funding up to £150 per annum to support your personal wellbeing
• Access to Bosch Social Club membership offering you and up to 5 friends and family discounts on excursions and events
• Volunteering days
• Cycle to work scheme with discounts on push-bikes, e-bikes and accessories
• Policy to support growing families
• Access to self-service training platform containing over 200 Bosch approved programmes
• Networking opportunities across Bosch UK including a mentoring programme

And more