Customer Experience Manager

at  Twinkl

Job Introduction
Location: Sheffield / Hybrid
Annual Salary: £36,000 - £40,000
Contract: Permanent
Hours: 37.5 hours
Line Manager: Andy Glover, Head of Customer Experience
Recruiter: Meikay Cheng
About Twinkl
We’re here to help those who teach. It’s what brings us to work every day. At Twinkl, we’ve been providing educators across the world with high quality, trusted teaching and learning resources for over a decade now. They’re all written and checked by our wonderful team of experienced educators, and there are hundreds of thousands of resources to download, with new ones added daily.
Position Overview:
We want our customers to be wildly in love with Twinkl, as we listen to them, understand them, celebrate them, support them and represent them like never before. We are looking for an experienced Customer Experience professional to lead our Customer Experience and VOTC (Voice of the Customer) team.
You will shape the reporting for our Voice of the Customer programme, and build on our insight and listening capabilities to form a narrative of improvement and celebration throughout the organisation. You’ll align feedback to journeys and product owners, while channelling the customer voice into meaningful improvements.
Within your team are our Customer Experience experts, who are responsible for all our B2C survey and insight mechanics, journey mapping, competitor benchmarking and customer thinking. This is an opportunity to build on our existing successes and build new ways of working across the organisation.

Key Responsibilities:

• An ambassador for our customers in all you do.
• Coach and lead the team, across two key functions
• Insight and listening
• Customer Experience, journey mapping, ideation, competitor benchmarking and testing.
• A passion for delivering great internal customer service, as we become a go-to internal resource for insight and improvement.
• Shaping and reporting our VOTC forum
• Design and implement a comprehensive VoC report that collects actionable insights from various customer feedback channels (surveys, reviews, social media, NPS, customer service interactions, etc)
• Comfortable with storytelling through data, forming a compelling narrative.
• Strong stakeholder management and the commercial acumen to measure ROI from the work of the team.
• Shaping the roadmap for our insight and listening function
• Experienced in insight and research methodology, aligning the methodology to the customer journey and opportunity.
• Assist with the building of a measurement/journey framework that drives accountability within the team and across the wider organisation.
• Familiar with using key Customer Measures, Net Promoter Score (NPS), Customer Effort (CES) and Customer Satisfaction (CSat).
• Identifying opportunities, suppliers and leading tender processes to widen our insight capability.
• Innovation; identifying innovative Customer Experience solutions that we can implement for our customers.
• Project Management:
• Oversee the team and projects relating to insight and listening capability.
• Track and report on project status, timelines, management of budgets and the insight derived.

Qualifications:

• 3+ years of experience in a Voice of the Customer, Customer Experience, Market Research, or Customer Insights role.
• Strong understanding of customer experience measures, both qualitative and quantitative, and skilled in using them to tell our customers’ story.
• A proven leader, with an ability to motivate and engage a team around multiple projects and objectives.
• Excellent communication skills, with the ability to collaborate across global teams and manage stakeholders at different levels.
• Strong project management skills with the ability to manage multiple projects simultaneously, delivering on time and within budget.
• Demonstrated experience of identifying suppliers and leading tender processes.

If you are passionate about understanding the needs of our customers globally, and channelling this into making the lives of teachers, parents and educators easier, we’d love to hear from you!
In return for everything you can bring, we can offer you an exciting role in a fast-growing and dynamic business, with plenty of career opportunities.

• An ambassador for our customers in all you do.
• Coach and lead the team, across two key functions
• Insight and listening
• Customer Experience, journey mapping, ideation, competitor benchmarking and testing.
• A passion for delivering great internal customer service, as we become a go-to internal resource for insight and improvement.
• Shaping and reporting our VOTC forum
• Design and implement a comprehensive VoC report that collects actionable insights from various customer feedback channels (surveys, reviews, social media, NPS, customer service interactions, etc)
• Comfortable with storytelling through data, forming a compelling narrative.
• Strong stakeholder management and the commercial acumen to measure ROI from the work of the team.
• Shaping the roadmap for our insight and listening function
• Experienced in insight and research methodology, aligning the methodology to the customer journey and opportunity.
• Assist with the building of a measurement/journey framework that drives accountability within the team and across the wider organisation.
• Familiar with using key Customer Measures, Net Promoter Score (NPS), Customer Effort (CES) and Customer Satisfaction (CSat).
• Identifying opportunities, suppliers and leading tender processes to widen our insight capability.
• Innovation; identifying innovative Customer Experience solutions that we can implement for our customers.
• Project Management:
• Oversee the team and projects relating to insight and listening capability.
• Track and report on project status, timelines, management of budgets and the insight derived