Customer Experience Manager

3 weeks ago

Durham, United Kingdom Northumbrian Water Full time

About the role

You have a unique opportunity to help us achieve our business goals as a Customer Experience Manager – D-MeX. You’ll be leading in the development and implementation of the Developer Measure of Experience (D-MeX) strategy for both Northumbrian and Essex & Suffolk Water, to ensure we achieve our ambition of being industry leading. 

This exciting role involves working with key stakeholders internally and externally to ensure that our D-MeX performance is achieved by continuously identifying service improvements to enhance the customer experience.

A key part of the role will be to review the survey results and verbatim feedback from customers to provide insight and improve shared learning.

We’re looking for you to develop strong and effective relationships with industry peers, customers and other stakeholders, scanning the external environment to ensure we are at the forefront of best practice, continuous improvement and innovation.

You’ll ensure NWG is recognised as an industry leader in D-MeX, by building positive relationships built on mutual trust with peer groups and managers, to continually improve our end-to-end processes and customer experiences.

We’re looking for you to seek out best practice from across the business and beyond to introduce into our way of working across our water and sewerage measures, along with representing the company externally and developing key relationships with industry peers.

You’ll lead a team of five, including Account Managers, D-MeX Advisors and an Insight Analyst, who you’ll guide and inspire, overseeing progress towards your vision for our D-MeX strategy.

About you

We’re looking for you to have a successful track record in a customer service or customer experience delivery role. You should also have experience in developing and implementing customer experience strategies, frameworks and principles, including future trends and innovations. You should also be able to demonstrate significant experience of proactively improving service delivery.

To be successful in the role, you’ll have proven experience of improving process efficiencies and solving problems in a customer service environment, along with experience of producing clear compelling strategies, business cases, reports and customer correspondence.

You’ll be able to see the big picture of what is possible. Using storytelling to develop a compelling change vision and a journey of how to get there. Demonstrating belief in the change and the benefits it will bring, advocating and leading transformation.

You’ll have excellent data analysis and written/verbal communication skills and the ability to interact and influence at all levels of internal and external stakeholders.

You will be educated to degree level/level 6 qualification in a technical related subject or have equivalent experience.

Whilst not essential it would be advantageous to have experience in the water industry or a utilities/regulated environment.

Here at Northumbrian Water, Diversity, Inclusion and Equity means bringing your full self to work. We encourage and welcome applications from all underrepresented groups, as we believe and strive for community representation within all our teams, structures and organisation.

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