Customer Experience Officer

Sovereign is a leading Housing Association, committed to providing quality, affordable homes and services within sustainable, successful communities. We're led by our values and driven by a strong sense of social purpose, placing our customers at the heart of everything we do.

We have a fantastic opportunity to join the Customer Experience Team as **Customer Experience Officer **on a permanent basis. You'll be based from our Head Office Sovereign House Basingstoke, combining both home and office working to ensure a positive work/life balance.

**The Role**

Working closely with the Head of Customer Experience and a team of Customer Experience Specialists, you'll support the design of customer journeys and continuous improvement activity. This role is pivotal in ensuring the team have the tools, data and insights available, to allow us to deliver exceptional experiences to our customers. The role will be integral to the design of customer experiences which deliver value for Sovereign customers and demonstrate the interventions required to deliver on customer outcomes.

**Key Responsibilities**
- Facilitation of workshops and ideation sessions with colleagues/customers, to map individual customer journeys
- Making robust data led recommendations for customer experience improvements, to remove pain points within a journey
- Providing support to the CX Specialists and Head of CX, to source and collate data and insight as a key input to journey design, measurement and improvement
- Acting as a publisher for all content relating to the CX Team
- Ownership of the CX Team collateral, ensuring it is relevant, up to date and accessible at all times to those who require it
- Maintenance of an up-to-date customer journey catalogue, through regular and timely dialogue with the wider CX Team
- Establish and maintain own effectiveness by developing working relationships with all stakeholders

**What we need from you**

You'll have experience working in a Customer Experience Team and want to further develop your career. You're focused on driving improvements in customer experience and always have an eye on the customer perspective. You speak confidently and credibly on behalf of customers and always drive the customer agenda forward. A housing background is not essential.
- Is experienced in working with customer journey mapping
- Demonstrates good analytical skills and an ability to source and collate data for both self and colleagues to drive decision making
- Achieves positive outcomes from the successful facilitation of workshops and ideation sessions
- Is tenacious in their approach to driving customer experience and is proactive with a positive mindset
- Impressive time prioritisation skills
- Is a confident, articulate presenter, both verbal and written, who can forge relationships at all levels
- Shows an ability to work with technology to support the delivery of an exceptional customer experience. You're curious how things work and want to proactively support the wider CX team
- Willing to learn and self-develop within the team
- Is a proven team player, who will proactively support other colleagues

**What you'll receive from us**

We have some great benefits on offer at Sovereign, including:

- £450 flex-pot annually, discounted shopping & cycling scheme
- 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
- Company pension scheme matched up to 12%, life cover at 4x your salary
- Flexible working - we're committed to giving people flexibility as widely as possible
- Options for private medical insurance, dental insurance & critical illness cover

We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at Sovereign. Take a look at our careers site to learn more about us and our values.

It's an exciting time to be joining Sovereign as we journey through our transformation programme and work towards our Corporate Plan ambitions. If you're looking for a fresh opportunity, then we'd love to hear from you