Customer Experience Manager

at  Gi Group UK

Below are core duties of the position which will be shared between the two CX Managers. With our client’s business in a maturing phase, we are looking for an individual who can support them in devising and establishing foundational processes and tracking that enables growth and innovation in the future. To reiterate, the below will be delivered jointly with the existing CX Manager.

To develop and maintain all customer journeys for each customer segment, for both B2B and B2C audiences, including digital journeys (with marketing).
In consultation with relevant teams, develop the customer service standard that underpins their customer proposition, including internal and external policies and processes.
Represent the voice of the customer within the business to ensure the needs of customers are considered with business activities, working with delivery & operations teams to ensure their service & experience vision is achieved.
Monitor and provide assessment on regulatory changes that impact compliance requirements and service standards. This includes reviewing existing processes and working with teams internally and external service providers to revise and improve standard operating procedures where required, to comply with changes in regulation or in response to feedback loops.
Execute and develop the business wide voice of customer programme, include delivery of NPS and customer satisfaction measurement across customer segments, and evaluation of KPI performance from delivery partners.
Use insights and feedback to further develop customer journeys in collaboration with customer operations and marketing.
Develop customer facing communication, collateral and initiatives, with marketing and customer operations teams.
Support business development and project delivery teams on client engagement regarding customer experience, including training to client teams.
Develop and deliver training on customer experience building a customer centric culture across the business and delivery partners.
Contract manage external service providers, where required,
Develop and attend customer and community engagement events representing our client.