Customer Experience & Customer Insight Manager

England,County Durham,Durham
£50000 - £60000 per annum
29 June 2017
27 July 2017
Andrew R Wright
Job Function
Contract Type
Full Time
This role will be responsible for the development and delivery of the Customer Experience strategy for all customers, across all touch points.

Client Details

Large, complex business with a market leading presence.


This role provides an outstanding opportunity to work with an inspirational leadership team who are driven to achieving impressive results whilst also empowering their people to personally succeed.

Responsibilities include:

* Setting the Customer Experience Strategy, designing the service blueprint and outcomes.
* Prioritising the Customer Improvement agenda on behalf of the business.
* Defining an insight led approach, setting direction and prioritisation ultimately across the continuous improvement agenda.
* Identifying, prioritising and developing customer experience improvements and outcomes in order to deliver sustainable customer & people satisfaction, increased service efficiency and ultimately a positive impact on business performance.
* Achieving a combination of commercial KPIs for the business and supporting customer satisfaction metrics.


For this role we require individuals who are demonstrably passionate about the customer and customer experience.

Requirements include:

* Expert Customer Experience knowledge with developed skills in CX strategy and management activity
* A proven track record to create and deploy sustainable, multi-faceted customer focused strategies
* Proven experience in a senior role with responsibility for delivering major change programmes/projects into operational environments through process, people, comms and culture
* Results orientated with a proven track record in delivery of Customer Experience improvement activities and expert understanding of CE principles and frameworks

Job Offer

A salary of circa £55,000 - £60,000 plus benefits, with outstanding progression and development opportunities.

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