Customer Experience Specialist

4 days ago

London, United Kingdom Fill Your Specialist Role Full time

**Our Client is looking to hire a Customer Experience Specialist.**

**Location**: London, The Speechmark (Hybrid working - defined below)
**Salary**: Competitive plus bonus and company benefits
**Hours**: 37.5 per week - Monday to Friday

Becoming number one for customer experience is one of the key pillars within the Consumer Sales team. As a Customer Experience Specialist, you will be a passionate advocate of Customer Experience, with experience owning and improving customer journeys, runningprogrammes of work to monitor and improve experience across channels and develop relationships with internal and external stakeholders.

**What will you be doing?**
- Manage the day to day running and contribute to strategic direction of Mystery Shop programme for Consumer Sales, owning the relationship with external vendor.
- Manage the day to day running of tNPS for consumer sales, including working across the business & with external vendor to ensure accurate reporting via Medallia, being SME for tNPS methodologies.
- Use insight gained from tNPS and VMS programmes to create detailed and meaningful insight into Customer high and low points,
- Use insight to create and own improvement plans allowing us to prioritise and size change activity and drive improvement across Consumer Sales
- Manage the relationship with stakeholders of improvement plans, to ensure required action or business change is complete.
- Understand, maintain and identify areas of opportunity within the Customer Journey framework used for frontline, using insight and data analysis to inform your decision making.
- Work with x-functional stakeholders to implement change across organisation
- Advocate the voice of the customer throughout Consumer Sales organisation, championing customer benefitting change
- Identify best in class customer journeys across external markets across industries.
- Act as Subject Matter Expert for Complaints change and processes for Consumer Sales.

**Who are they looking for?**
- Passion and experience in improving customer experience
- Strong communication skills with keen eye for detail
- Analytical and able to derive insight from customer data and visualise in a simple way
- Influencing and engagement skills to manage range of internal and external stakeholders
- Experience with implementing projects and programmes.
- Project management experience would be desirable but not essential.

Must have technical / professional qualifications:

- Good Microsoft Excel skills for data analysis
- Excellent PowerPoint and presentation skills

**What’s in it for you?**

An excellent remuneration and bonus package with 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. They offer an extensive and flexible benefits package that can be tailored to suit you and your family. From theirmarket-leading parental leave policies through to employee discounts, retail vouchers, pension plan and share schemes they are committed to supporting you throughout your career with them.

  • Customer Experience Specialist

    2 weeks ago

    London, United Kingdom MBA Group Full time

    Our Client, a leading car manufacturer are currently looking for a **Customer Experience Specialist** to join their business based out of their Toyota Croydon Dealership. This is a new and exciting position that will provide a huge customer focus through the sales process. As a **Customer Experience Specialist** to join our busy showroom team to help...

  • Customer Experience Specialist

    2 weeks ago

    London, United Kingdom MBA Group Full time

    Our Client, a leading car dealership group are currently looking for a **Customer Experience Specialist** to join their business based out of their **Toyota Enfield **Dealership. This is a fantastic opportunity for an experienced customer service professional to make their first move into a premium automotive dealer group. Key responsibilities of a...

  • Customer Experience Specialist

    2 weeks ago

    London, United Kingdom MBA Group Full time

    Our Client, a leading car dealership group are currently looking for a **Customer Experience Specialist** to join their business based out of their **Lexus Edgware** Dealership. This is a fantastic opportunity for an experienced customer service professional to make their first move into a premium automotive dealer group. Key responsibilities of a...

  • Customer Experience Specialist

    1 week ago

    London, United Kingdom MBA Group Full time

    Our Client, a leading car dealership group are currently looking for a **Customer Experience Specialist** to join their business based out of their Toyota Bromley Dealership. This is a fantastic opportunity for an experienced customer service professional to make their first move into a premium automotive dealer group. Key responsibilities of a **Customer...

  • Customer Experience Specialist

    2 weeks ago

    London, United Kingdom MBA Project Full time

    Our Client, a leading car dealership group are currently looking for a **Retention Specialist** to join their business based out of their **Toyota Edgware** Dealership. This is a fantastic opportunity for an experienced customer service professional to make their first move into an automotive dealer group. Key responsibilities of a **Retention...

  • Customer Experience Specialist

    6 days ago

    London, United Kingdom Vitality Full time

    **Vitality, Customer Experience Specialist, London,**£Competitive Bonus Benefits** We’re the UK insurer and investment provider that rewards people for positive lifestyle choices. With 1.25m UK members and more than 25m globally, we’re out to make the world a healthier, happier place. That applies as much to our people as it does to our members. So,...

  • Customer Experience Specialist

    1 week ago

    North London, United Kingdom Star OUTiCO Full time

    **Customer Experience Specialist, Cardiovascular**: **North West London**: Star OUTiCO is recruiting for an exciting new team of Customer Experience Specialists! Our client is a global pharmaceutical company with an impressive reputation for innovation; over 16,000 employees work together to enrich quality of life around the world, addressing diverse medical...

  • Customer Experience Specialist

    2 days ago

    North London, United Kingdom Star OUTiCO Full time

    **Customer Experience Specialist, Cardiovascular**: **Locations: North Central London/North West London**: Star OUTiCO is recruiting for an exciting new team of Customer Experience Specialists! Our client is a global pharmaceutical company with an impressive reputation for innovation; over 16,000 employees work together to enrich quality of life around the...

  • Customer Experience Specialist

    13 hours ago

    London Area, United Kingdom FG Recruitment Full time £24,000 - £36,000 per year

    Customer Experience Specialist – Rail IndustryLondon (Onsite / Regional travel as required)Up to £30k + benefitsWe're working with aleading UK train operating companyto hire aCustomer Experience Specialistwho will play a key role in improving service delivery, passenger engagement, and customer satisfaction across the network.About the RoleAs a Customer...

  • Customer Experience Specialist

    2 days ago

    South London, United Kingdom Star OUTiCO Full time

    **Customer Experience Specialist, Cardiovascular**: **South East**: Star OUTiCO is recruiting for an exciting new team of Customer Experience Specialists! Our client is a global pharmaceutical company with an impressive reputation for innovation; over 16,000 employees work together to enrich quality of life around the world, addressing diverse medical needs...