Customer Experience Manager

Job Advert **Do you have a background in Customer Experience?**

**Do you want to add value and deliver improved outcomes for customers?**

**Do want the opportunity to innovate and influence Customer Experience transformation at Asda?**

You will be responsible for managing a programme of activity to improve the Customer Experience across Asda's range of shopping missions, journeys and customer touchpoints. You will work cross-functionally to understand the Customer Experience, identifyareas where it needs to be improved and design the changes and outcomes required, engaging the relevant business areas to deliver them. You will focus on understanding, measuring and improving the experience across our journeys in order to drive customer loyaltyand value.

You will work as part of our broader Customer Experience team and will be managing and coaching colleagues. You will be responsible for the delivery of a number of key projects - this will include analysing and interpreting data and insight, assessing performanceversus targets and quantifying the financial impact of customer experience initiatives to inform prioritisation decisions and budget allocation. You will also be responsible for engaging with the business and embedding a deep understanding of the current andthe target customer experiences as well as our opportunity spaces to help meet and exceed our customer needs and expectations. You will also be required to work with market data and trends reports in order to design initiatives that deliver against our customers'future needs.

**Your role**

You will be a key team member working as part of our Customer Experience team.

You will play a key role in mapping customer experiences and identifying opportunities for improvement. You will lead the design and redesign of key journeys and touchpoints and work with cross-functional stakeholders to support the delivery of initiativesto remove hassle for customers, drive ease of shop, differentiate our offer and increase customer loyalty. You will develop, own and be integral in delivering the CX improvement plans for the assigned customer journeys, optimising through test & learn andensuring they are delivered to achieve the desired results. You will act as the primary point of contact for the assigned business areas, managing communication and engagement activities and supporting them to address any barriers preventing delivery by providingrelevant data and insight or facilitating solution development.

**About You**
- Experience in and understanding of how to analyse and interpret insight and data
- A track record of working with and influencing business stakeholders at all levels
- Understanding and experience of analysing and improving the Customer Experience through varying initiatives, driving change as well as optimising through test and learn programmes
- Experience in delivering market differentiating customer journeys that build trust, loyalty and deliver KPIs
- The ability to collaborate with a track record of building strong networks
- A customer centric mindset
- Retail knowledge
- Strong attention to detail and critical thinking
- Ability to flex plans, reprioritise and operate within an agile environment

If flexible working is important to you, then look no further At Asda we are proud of our culture and our commitment to flexible working. This role is based at Asda House, Leeds with the opportunity to work from home 2-3 days per week

You will also get an excellent benefits package including;-- £5,700 company car or car allowance plus discretionary company bonus
- Company pension up to 7% matched
- 10% colleague discount, free parking and many additional rewards.

We want all colleagues to be able to bring their best and true selves to work, every day. Simply put, we want our colleagues to be Proud to be Asda and proud to be themselves.