Customer Experience Executive

at  The Arch Company

ABOUT US

The Arch Company is the UK’s largest small business landlord, serving thousands of business owners who make a unique and vital contribution to the UK economy. The company purchased Network Rail’s former commercial property estate in early 2019 and have a property portfolio of more than 5,000 railway arches, business estates, former station buildings and other properties.
The Arch Company is proud to be the landlord to a diverse, passionate group of small business owners, entrepreneurs and community organisations across England and Wales. The Arch Company shareholders are TT Group and Blackstone Property Partners.
We’re committed to creating a diverse, inclusive, and equitable workplace, so if you’re interested in this job but don’t meet every aspect of the job description, we’d still encourage you to apply. You might be the ideal candidate for this role, or other positions.

KEY ACCOUNTABILITIES

• Collect and review customer feedback, identifying trends and insights to suggest improvements to the product, service, or processes
• Map as-is customer journeys and identify pain points and opportunities to feed into technology and business transformation roadmaps
• Work closely with other teams to share customer insights and ensure that customer needs are met
• Support in the delivery of customer facing initiatives, helping define business requirements, develop user stories and manage stakeholders
  Be a passionate advocate for customers and a customer centric approach

We are seeking a highly motivated and results-driven Customer Experience Executive to support the Head of Customer in delivery of customer facing initiatives, working cross-functionally with internal teams to implement new processes, systems and policies designed to enhance customer experience and improve customer satisfaction and retention.