Customer Experience Manager

1 week ago

UK, UK, United Kingdom Vermelo RPO Full time

Customer Experience Manager


This is a remote position with the requirement to travel to London once a month.


This is a key role in Markerstudy’s Customer Experience team whose main objective is supporting the business to improve the end-to-end experience our customers have. Reporting to the Customer Insight and Improvement Manager, you will support our evolving customer experience strategy.


This is a wide reaching and varied role offering the opportunity to work across the business with a range of stakeholders at different levels to identify and initiate change to improve customer outcomes. The Customer Experience Team act as the Voice of Customer to identify pain points in the customer journey, driving solutions to deliver a seamless journey for customers and return on investment for the business.


Responsibilities

Research, Measurement, Data, Analysis, Insight, and Reporting

  • Provide SME knowledge to the business on Customer Experience measures, including NPS and CES.
  • Collaborate with other CX Team colleagues to maintain survey question sets and design new surveys.
  • Produce research briefs and discussion documents as part of managing Research Agencies to conduct research on behalf of the business.
  • Collaborate with other CX Team colleagues to continually improve the volume and quality of insight.
  • Produce meaningful trend data analysis and insight that enables the business to identify and investigate key themes.
  • Identify customer insights and key drivers of positive and negative customer experience from customer feedback and customer research, using storytelling to bring the key themes to life.
  • Work collaboratively with the wider CX team to gather and analyse customer insight, including complaints data and colleague feedback.
  • Record and report on the impact that improvement activity has on Customer Experience Outcome Measures and the customer journey.
  • Collaborate with other CX colleagues to understand customer segments and produce personas.
  • Collaborate with other CX colleagues to ensure the quality of the reporting produced meets the report brief.


Stakeholder Engagement and Facilitating Change to Improve Customer Outcomes

  • Prepare presentations to share insights and recommendations with internal and external stakeholders on improving processes, products, and service.
  • Work with the business to determine priorities for improvement, being a central point for coordinating findings, recommendations, and action plans.
  • Establish cross-business, cross-functional relationships at all organisational levels and across different departments to support:
  • improvement of existing business processes, products, and services through customer journey mapping, identifying customer pain points, detailing user stories, tracking customer journeys, and conducting data analysis using multiple data sources to solve business and customer problems.
  • the development of new products and services
  • Provide SME knowledge with respect to digital and human customer experience design, using primary research to determine customer needs and expectations, working in an Agile environment.
  • Provide SME knowledge with respect to root cause analysis and continuous improvement methodologies.
  • Present information to facilitate decision making on key items at Exec level where required, documenting rationale as decisions are made.


Risk, Compliance and Governance

  • Ensure any operational risks are identified and fed into the Risk and Governance framework.
  • Highlight and report potential conduct risks identified from customer survey insight.
  • Actively work with Risk and Compliance to develop and embed frameworks and best practice.
  • Raise the profile of Customer Experience and the role CX has in compliance with FCA Regulations as Markerstudy’s CX strategy evolves.


Required

  • Customer Experience measurement SME.
  • Experienced in qualitative and quantitative research methodologies.
  • Excellent facilitation and collaboration skills to run and manage effective virtual workshops using a virtual whiteboard product such as Miro.
  • Strong analytical skills, experienced in identifying areas for process, systems, communications improvement, and problem-solving skills to deliver an improved customer experience.
  • Experience of designing digital and human customer experiences using a design thinking approach and primary research.
  • Creation of compelling stories from customer data and insights.
  • Demonstrable customer journey mapping experience, identifying touch points, pain points and the data required to measure CX improvements.
  • Demonstrable experience of producing Customer Journey maps and Service Design maps.
  • Excellent stakeholder management skills.
  • Demonstrable ability to think strategically and operate within a broad context, with strong commercial awareness.
  • Good organisation, time management and ability to manage competing priorities.
  • Accuracy and attention to detail essential.
  • Ability to adapt and prioritise workload in a busy environment.
  • Advanced Microsoft Excel, Word, and PowerPoint skills.
  • Excellent communication and presentation skills. Able to communicate confidently and effectively at all levels.
  • Ability to engage and influence key stakeholders.
  • Demonstrable focus on customer outcomes and drive for continuous improvement.
  • Knowledge of The Consumer Duty Regulations.


Desirable

  • Certified Customer Experience professional, FCXP, CCXP or other recognised certification.
  • Certified Continuous Improvement professional, Lean Six Sigma, Lean or other recognised certification.
  • Experience of customer experience design, management, and improvement in the Insurance sector.
  • Experience of demonstrating compliance with The Consumer Duty Regulations in a Financial Services company.

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