Customer Experience Manager

1 month ago

Workington, United Kingdom The City & Guilds Group Full time
Customer Experience Manager

Are you passionate about creating exceptional customer experiences? Do you have a knack for understanding customer needs and turning insights into impactful strategies? Are you able to put customers at the heart of complex decisions and designs? We have an exciting opportunity to join City & Guilds as a Customer Experience Manager and be part of our journey to delivering exceptional experiences for our customers.  

As Customer Experience Manager, you will be responsible for defining the experience our customers to have with us and ensuring seamless and delightful customer journeys and meaningful interactions. You will help identify and resolve pain points that may arise and proactively enhance satisfaction to build lasting brand connections. 

You will be working on a hybrid basis with a mix of home and office.  We're flexible about where you might be based to undertake this role, but you'll need to be able to travel into our London office when required. 

This appointment will be made on merit. 

We believe that diversity and inclusion strengthen and enriches us, and that it is the responsibility of everyone at City & Guilds to drive this value. As ethnic minority groups and disabled people are currently under-represented, we particularly encourage and welcome applications from these communities. 

Experience Experienced Salary from £50,000 per annum (National) from £55,000 per annum (London) Type of role Permanent Full-time or part-time Full-time Location - Country UK Location - City Any Business Unit Customer Closing date 26/08/2024 Vacancy ref 7861 Documents
  • Role Profile
    (PDF , 156.04kb)

About The Role 

As CX Manager, you will map, analysis, define and own the backlog for one of our key customer value streams and ensuring improvements are made with a focus on what matters to our customers. 

You will enhance the overall experience of customers interacting with City & Guilds by analysing data and customer insights, conducting competitor and market trend analysis and mapping and working with multiple teams to optimise the end-to-end customer journey at a sector, segment, product and platform level. 

We would expect you to communicate customer needs and requirements along with the data informed customer journey to the organisation ensuring that colleagues are able to determine and implement the right solutions to deliver an exceptional customer experience. 

Our successful candidate will provide regular business wide reporting on the impact of those improvement for your customer journey and work with our Customer Markets Insight team to define measurements and KPI’s. 

About You 

To be successful within this role, you will have a proven track record in customer experience management driving tangible results. 

You should be analytical in nature with the ability to interpret complex data and extract actionable insights. You will be proficient in using data analytics tools and CRM platforms 

You will be a clear and confident communicator, with excellent stakeholder management skills, you should have the ability to influence cross-functional teams. 

As CX Manager, you will have a keen understanding of market dynamics and customer behaviour. You will also be experienced with customer journey mapping and optimisation techniques. 

Ultimately you will have a passion for delivering outstanding customer experiences. 

Whilst not mandatory, it would be beneficial if you had Agile Project Management experience. 

Our Story And Mission 

Our vision is for a world in which everyone has the skills and opportunities to succeed. We support almost five million people each year to develop skills that help them into a job, develop on that job and to prepare for their next job. As a charity, we’re proud that everything we do is focused on achieving this purpose. 

Through our assessment and credentialing, corporate learning and technical training offers, we partner with our customers to deliver work-based learning programmes that build competency to support better prospects for people, organisations and wider society. We create flexible learning pathways that support lifelong employability, because we believe that people deserve the opportunity to (re)train and (re)learn again and again – gaining new skills at every stage of life, regardless of where they start. 

At the heart of our business sits the City & Guilds Foundation which amplifies our purpose by helping to remove barriers to getting into a job, celebrating best practice on the job, and advocating for jobs of the future.  

We were founded in 1878 by the City of London and the trade guilds of the time, to help people, organisations and economies to develop their skills for growth. 

Our rich experience means we’re uniquely positioned to understand the future of work and learning. And we continually evolve to develop and deliver skills for the workplace of the future. Today, as well as qualifications and assessment, we offer digital credentialing, eLearning technologies, executive leadership development, technical training, and consultancy. 

Our success is driven by the people we work with. We pride ourselves on our ability to offer an equal opportunity to all our staff and we value diversity within our inclusive culture. We recognise that a diverse workforce is the only way we will achieve our ambitious business goals, so we work hard to be flexible to accommodate everyone.  

What We Offer 

We offer the opportunity to work in an innovative, engaging and market-leading organisation with opportunities to develop your existing skills and explore new ones. 

You’ll receive an excellent benefits package which typically includes a great base salary, 25 days holiday plus bank holidays, pension, private healthcare, volunteering opportunities and much more.  

Next Steps and how to apply 

If you think this is the role and organisation for you then we would love to hear from you.  Please submit your CV and complete our short application form using the apply button. 

We shortlist for our vacancies on an ongoing basis, and we may close a vacancy earlier than the advertised date. Please can you submit your application as soon as possible to avoid disappointment. 

City & Guilds are a Disability confident employer. Please let us know if you require any support/adjustments at your interview and if successful any adjustments needed to support you in your role. If this is required, please email; careers@cityandguilds.com   

  

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