Senior Customer Experience Manager

3 weeks ago

Epsom, United Kingdom Barchester Healthcare Full time

The customer experience team have an exciting position for a Senior Customer Experience Manger to join the Barchester family.

The successful Senior Customer Experience Manager will have successfully held a customer experience position previously and be experienced in customer journey mapping and customer experience design and implementation of improvement projects.

You will be working as part of the team to design, drive and oversee the customer proposition and customer journey at key points of the pre and post admission customer experience journey to drive occupancy and the reputation of Barchester as a premium care home provider.

Barchester Healthcare is one of the UK's market leading healthcare providers being the third largest in the UK with over 250 nursing homes and hospitals across the country. With a successful new builds programme with 10 new build homes being built and opened every year for the next three years, we are rapidly and successfully expanding.

Experience and skills required:

  • Previous experience of Customer Experience delivery

  • Customer experience journey design and implementation

  • Customer journey mapping

  • Previous experience of managing senior stakeholders

  • Excellent communication skills

  • Training/presenting to large audiences

  • Highly organized and problem solving skills

  • Experience in data analysis, and ability to present data at a senior level on current business trends/opportunity

  • Experience managing wide-scale projects to completion

  • Understanding of brand tone of voice and able to write in line with set minimum standards

  • Strong relationship building skills

  • Strong attention to detail, ability to be organised & prioritise workload

  • Self-motivated, target driven and a creative thinker

  • Evidence of ability to work under pressure & on own initiative

Key Responsibilities:

  • Work closely with the Director of Customer Experience to outline key areas of improvement needed driven by our voice of customer programmes

  • Prioritise projects by short term wins and long term propositions that support the business' ambitions

  • Work collaboratively to customer journey map and redesign customer experiences and journeys
  • Work with the operational, digital and wider marketing teams to ensure an optimized experience on all touchpoints and channels in line with customer needs and ensure measurement of success in place
  • Deliver action forums / insight sessions with various internal stakeholders to close the loop on customer insight received and drive improvement action where required
  • Work with the Divisional Sales and Marketing Managers and Regional Directors to provide the required support on the ground to deliver and embed the initiatives.
  • Work with the Learning and Development team to specify training requirements to drive improvements in customer experience and service culture, tracking the outcomes of the training as appropriate.
  • Responsibility for developing and delivering projects that will enhance the customer experience and ultimately grow the occupancy and revenue performance across the company including B2C and B2B.

Barchester have proudly been awarded a two-star outstanding rating by Best Companies, ranked 11th in the top 20 Best Health & Social Care Companies to work for and 14th in the Top 25 Best Big Companies to Work For in the UK.

If you are looking to develop a career with an employer that is supportive and offers progression opportunities, Barchester is an empowering and rewarding place to be.

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