Head of Customer Experience

Recruiter
EMR
Location
England,Hertfordshire,Watford
Salary
Negotiable
Posted
04 December 2018
Closes
01 January 2019
Ref
1630386
Contact
Wendy Gray
Job Function
Marketing
Contract Type
Permanent
Hours
Full Time
Key Responsibilities

* Define and implement standards and procedures for ensuring optimal customer experience
* Identify the key customer experience roles within the organisation, analysing the touch points and action planning improvements in process and experience
* Supervise the activities of all customer experience teams to ensure their interaction with customers reflect positively on the company
* Utilise social media and digital platforms to introduce a customer insight tool that is recognised and valued across the organisation.
* Monitor the activities of the customer service team to ensure compliance with acceptable standards of customer service
* Conduct surveys to gather information on customer opinion of company and products/services using Net Promoter Score (NPS) or equivalent
* Organise training programs for customer experience representatives in order to update their job knowledge and enhance their skills
* Utilise customer relationship management (CRM) tools in coordinating and monitoring customer experience operations through the customer lifecycle
* Ensure all customer conversations and queries are documented using CRM and triaged efficiently throughout the business
* Develop market intelligence to assist in understanding our customers' needs and to evaluate new products/services and the success of existing products/services
* Provide a routine assessment of market penetration/success of the business relative to the ambitions of the Group strategy

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