Customer Experience Manager

Description:

We are looking for a Customer Experience Manager to join our team. In order to help you decide whether this might be the right role for you, we want to give you an idea of what the job is (and what it isn't!)

We are already lucky enough to have one amazing CX Manager and we are now looking for another. In the last six months our current CX Manager has focused on holding workshops across the Society to introduce teams to the concept of CX, who our customer is and the CX framework we are going to use. We have also begun mapping all our customer journeys across our fundraising teams. This involved holding interactive mapping sessions with cross functional teams, writing system requirements, project managing the implementation of these journeys and creating a central repository. It has also involved a high degree of change management and exceptional influencing skills to support people in adapting to a new way of working.

Alongside that work, our next project is to design a Voice of the Customer Programme from scratch. Not iterating or adapting an existing approach but gathering requirements, holding ideation sessions, designing the programme and then working with cross functional teams to build and embed it.

To help us on this road we are looking for someone who also has experience of designing and implementing CX processes and strategies. We need a teammate who has worked in a strategic Customer Experience role, has introduced CX programmes and principles from inception (rather than solely working with the output of pre-existing programmes), and who can act as a CX lead in transformational projects across the Society.

We are looking for a Customer Experience Manager to join our team. In order to help you decide whether this might be the right role for you, we want to give you an idea of what the job is (and what it isn't!)

We are already lucky enough to have one amazing CX Manager and we are now looking for another. In the last six months our current CX Manager has focused on holding workshops across the Society to introduce teams to the concept of CX, who our customer is and the CX framework we are going to use. We have also begun mapping all our customer journeys across our fundraising teams. This involved holding interactive mapping sessions with cross functional teams, writing system requirements, project managing the implementation of these journeys and creating a central repository. It has also involved a high degree of change management and exceptional influencing skills to support people in adapting to a new way of working.

Alongside that work, our next project is to design a Voice of the Customer Programme from scratch. Not iterating or adapting an existing approach but gathering requirements, holding ideation sessions, designing the programme and then working with cross functional teams to build and embed it.

To help us on this road we are looking for someone who also has experience of designing and implementing CX processes and strategies. We need a teammate who has worked in a strategic Customer Experience role, has introduced CX programmes and principles from inception (rather than solely working with the output of pre-existing programmes), and who can act as a CX lead in transformational projects across the Society.

To succeed in this role it is essential that the post holder has fantastic communication, influencing and relationship building skills alongside a high level of resilience. Hopefully it goes without saying that they also need extensive CX experience! To be clear, this is not a customer service role, nor is it an external customer facing position and it is not a contact centre role. We regard our CX Managers as subject matter experts and therefore need them to be confident in identifying opportunity areas, be proactive in finding customer-focused solutions and capable of leading projects to achieve these.

The Customer Experience team is at the start of an extremely exciting journey, which makes this role a fantastic opportunity for someone who is ambitious and really wants to make an impact and demonstrate their skills in this field. We need someone who is comfortable working in an environment where priorities and departmental strategy are being developed, and an agile approach to the role is critical.

Deep understanding of CX measurement and evaluation
Experienced at collaboration and facilitation in order to harness the support of a diverse group of people and ensure they work towards shared objectives
Excellent communication skills and ability to make complex information clear
Please make sure you show directly how you address the person specification criteria in your application.

To succeed in this role it is essential that the post holder has fantastic communication, influencing and relationship building skills alongside a high level of resilience. Hopefully it goes without saying that they also need extensive CX experience! To be clear, this is not a customer service role, nor is it an external customer facing position and it is not a contact centre role. We regard our CX Managers as subject matter experts and therefore need them to be confident in identifying opportunity areas, be proactive in finding customer-focused solutions and capable of leading projects to achieve these.

The Customer Experience team is at the start of an extremely exciting journey, which makes this role a fantastic opportunity for someone who is ambitious and really wants to make an impact and demonstrate their skills in this field. We need someone who is comfortable working in an environment where priorities and departmental strategy are being developed, and an agile approach to the role is critical.

Deep understanding of CX measurement and evaluation
Experienced at collaboration and facilitation in order to harness the support of a diverse group of people and ensure they work towards shared objectives
Excellent communication skills and ability to make complex information clear
Please make sure you show directly how you address the person specification criteria in your application.