Head of Customer Experience

Details

**Head of Customer Experience**

**Grade A: £67,500 - £75,000**

**Location: Peterborough based - Hybrid 1/2 days in the office (occasional travel throughout UK)**

**Full Driving Licence required**

**About CITB**

CITB has a clear purpose to support the Construction industry (in England, Scotland & Wales) to have a skilled, competent, and inclusive workforce it needs, now and in the future. Customers are at the heart of everything we do, and our culture of collaboration and empowerment means we work across the industry, and with partners, to deliver positive outcomes, with impact, that address key industry challenges of responding to the industry skills demand, developing the capacity and capability of construction training provision and addressing future skills needs.**Role purpose**:
This role is pivotal to succeeding within one of our key strategic priorities: to continually focus on improving our customer experience by taking a customer centric approach and delivering our Customer Strategy to all we serve across all nations. To champion our customers; leading, influencing and enabling positive experiences across a range of channels, processes and touchpoints to ensure our customers are central to our decision making and we are clear in demonstrating the value and impact CITB offers.
- As part of a Leadership Team you will lead and support direct and indirect teams to create a culture obsessed with achieving good customer outcomes through continuous improvement, a deep understanding of customer learnings and strong cross functional communication.**Key responsibilities and accountabilities**:
Work as part of the Leadership Team, with accountability for delivering the CITB Customer Strategy.
- You will be responsible for:

- Leading and demonstrating a strong customer centric driven culture, using collaborative leadership and influencing skills to support the business across customer interactions, prioritisation of plans and campaigns - all to remain true to CITB vision.
- Scoping opportunities to solve business wide problems through design and innovation to do things differently that will deliver improved system efficiencies and enhance customer experiences and outcomes.
- Leading the development of the Customer Strategy, Customer value proposition and prioritisation of plans in relation to the wider CITB strategy, actively managing key performance metrics that demonstrate value and impact around customer experience.
- Understanding customer goals, map the customer journey (all customer tiers and systems), identifying failure points through combining solid business knowledge, customer understanding and process mapping - all to identify root cause analysis and create strategies and short term and long term action plans for continuous improvement.

To lead and own an on-going continuous improvement programme that achieves optimal performance by embedding change through sharing best practice principles (using a internal and external lens) to evolve performance of processes & people ensuring all are well managed and controlled (adhering to audit and compliance governance).- Devising optimal digital strategies and prioritised plans to improve access and service, driving to achieve a simpler and easier end to end journey. Re-prioritise ‘back log’ activities to align to strategic business goals.
- Using multiple channel insight (engagement teams, digital and contact centres) to build a single view of customer that helps better understand customer needs and supports meaningful actions that delivers impact on the experience of our customers and reputation of CITB.
- Work with internal and external colleagues to migrate customers onto the new customer platforms as part of wider change management programme.
- Plan and forecast spend and manage annual and monthly budgets.
- Researching, identify, analyse new areas of innovation appropriate to CITB.
- Work within the corporate governance framework and demonstrate the values and capabilities of the organisation to ensure that CITB meets its statutory and legislative obligations.

**Knowledge and Experience**

**Essential**
- Collaborative and effective leader with a proven background in leading and managing a Customer Strategy across multi channels, managing the end to end customer experience. Has a good understanding of business improvement methodologies/ tools, e.g: design thinking, E2E journey mapping, Service Blue Print, CRO optimisation.
- Strong level of business knowledge and experience across operational processes, systems and platforms.
- Management experience of leading multi-disciplinary or complex teams, working and networking at a senior level across a range of key internal and external stakeholders.
- Strong and proven ability to understand and interpret customer goals and translate those into positive experiences that address what matters most
- Demonstrable experience of customer experience improvement by identifying trends in customer