Customer Experience Lead

**Details**:
**Reference number**:

- 348363**Salary**:

- £52,120 - £58,540- Natiolnal: £52,120 - £58,540 For details of our pay on appointment policy, please see below under the heading ‘Salary’.- A Civil Service Pension with an average employer contribution of 27%**Job grade**:

- Grade 7**Contract type**:

- Permanent**Business area**:

- RPA - Customer Engagement**Type of role**:

- Operational Delivery**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Bridgwater, Bristol, Cambridge, Carlisle, Crewe, Exeter, Leeds, Newcastle-upon-Tyne, Nottingham, Worcester, Workington, YorkAbout the job

**Job summary**:
We are an organisation committed to world class farming and land management for the environment, food, and rural resilience. We are a voice for farmers and land managers, we encourage sustainable and profitable farming, and are a delivery agency for the 25 Year Environment Plan.

We help agricultural and rural communities to create a better place to live, we achieve this through:

- delivering economic growth
- delivering environmental sustainability
- supporting agriculture
- enabling innovation
- facilitating community activities

Every service we currently offer will change as we seize the opportunity to develop a new approach for farming and land management having left the European Union. We will support farmers and land managers through agricultural transition, seeking to place British farming at the forefront of environmental good practice, supporting net zero and enhancing our beautiful natural environment. Supporting our customers through these changes is critical. We care about agricultural and rural Communities and the environment.

We understand our customers and we are best placed to support them.

We are integral to Defra’s work on the Agricultural Transition Plan which will be key to farmers:

- running sustainable businesses that don’t need to rely on public subsidy
- managing their whole business in a way that delivers profitable food production and the recovery of nature, fusing the best modern technology available today with the rediscovery of the traditional art of good farm husbandry
- being able to access public money to help them deliver environmental and animal welfare outcomes on the land they manage, and help their businesses become more productive and sustainable
- meeting clear, relevant and outcome-focused legal standards that champion UK food internationally, prevent environmental harm, protect biosecurity, and protect animal welfare

We are a regional organisation with a presence in 27 counties and many of our people live and work in the communities they serve, giving us a unique perspective of our customers’ needs. We are a resilient and valuable organisation which can be flexible to meet the needs of both our customers and the policy makers. We have a bright future where sustainability and innovation will be at the centre of what we do to help our agricultural and rural communities create a better place to live.

**Job description**:
As part of the Customer Directorate, you will be helping farmers and rural businesses understand how to access our schemes and services. We are a diverse team with multiple function all with the purpose of supporting and improving the customer experience.

As the Customer Experience Lead in RPA you will:

- champion our customers, working across the agency to improve customer experience
- understand the importance of the customer journey in overall customer experience, business performance and employee satisfaction
- lead teams to better understand our customers’ journeys across multiple services
- use customer data and segmentation to influence improvements to our overall customer experience within RPA
- be an active part of the directorate’s Leadership Team, bringing new ideas and creativity to increase collaboration, drive high standards and encourage innovation

**Person specification**:
It is essential that you are able to demonstrate experience and skills including:

- a proven track record in improving customer experience in a large-scale organisation
- experience of engaging customers and colleagues in designing services and business process
- experience in using customer journey mapping to deliver improvements
- experience in bringing customers experiences to life across an organisation through story telling and engagement
- experience in using customer data and or segmentation to drive customer improvements
- providing empowering, effective, and inclusive leadership

**Behaviours**:
We'll assess you against these behaviours during the selection process:

- Communicating and Influencing
- Changing and Improving
- Working Together
- Seeing the Big Picture

**Benefits**:

- Alongside your salary of £52,120, Rural Payments Agency contributes £14,072 towards you being a member