Customer Experience Manager

5 days ago

Brighton, United Kingdom Intersect Global Ltd Full time

As part of their ongoing growth a major infrastructure services provider have an opportunity for a Customer Experience Manager to join their team. The role is being offered on a hybrid working basis with two days per week working in the office. The CustomerExperience Manager will essentially be the voice of the customer when liaising with the engineering projects teams and stakeholders through out all stages of project life-cycles. The purpose of the role is to help the company keep their customers at the forefrontof all they do in large engineering schemes.

The Role
Reporting into the Head of Change responsibilities will include:
Reviewing existing and new engineering projects for customer impact and associated engagement plans
Assess engagement plans, identify areas of improvement based on highest impact and address
Carry out customer journey mapping and service design for engineering project customer journeys
Define customer experience principles within the engineering project department
Support the development of training or other interventions to enhance customer service skills and drive a deeper awareness of customer experience
Develop innovative approaches to customer engagement to supplement face to face and written correspondence
Experience Required
Suitable applicants will be able to demonstrate knowledge of managing Customer Experince and will be able to communicate at all levels
Previous Customer experience and customer service knowledge applied in an operational or construction led environment is desirable
Excellent influencing skills and communication skills and a practical do do approach is essential
You wil be resilient and able to drive change through challenging environments

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