Customer Experience Design Manager

Jonathan Lee Recruitment; Gaydon; On-site; GBP 80,000 - 100,000; Full time

Job summary

A dynamic recruitment agency is seeking a Customer Experience Design Manager in Gaydon. This 12-month fixed-term role involves developing customer-centric strategies, conducting research, and enhancing customer satisfaction through collaboration. Ideal candidates will have significant experience in customer journey methodologies and a proven track record in delivering global customer experiences. Apply now to shape exceptional customer journeys.

Qualifications

• Significant experience in customer journey methodologies, including journey mapping and service blueprinting.
• Proven track record in designing and delivering digital connected products and experiences on a global scale.
• Strong analytical skills to interpret consumer insights and drive improvements.

Responsibilities

• Develop and implement customer-centric strategy across all CX workstreams.
• Conduct research to gather customer insights and translate them into actionable improvements.
• Define and track key CX performance indicators to measure success.

Skills

Customer journey methodologies

Customer experience design

Analytical skills

Problem-solving abilities

Collaboration

Job description

Overview

Customer Experience Design Manager - 36238784 - £39.19/hr umbrella rate

Do you have significant experience in customer journey methodologies, including journey mapping and service blueprinting? Do you have experience and background in marketing, customer experience and/or customer innovation? Are you ready to take your career to the next level? An exciting opportunity has arisen for a Customer Experience Design Manager to join a forward-thinking team within the Vehicle Connected Services Strategy team. This is a 12-month fixed-term contract offering invaluable experience in a dynamic and innovative environment. If you\'re passionate about shaping exceptional customer journeys and driving satisfaction, this role is your chance to make a real impact.

What You Will Do

• Develop and implement a customer-centric strategy across all Customer Experience (CX) workstreams, ensuring customer satisfaction and loyalty are at the heart of every decision.
• Conduct and oversee research to gather customer insights, competitor analysis, and Voice of Customer feedback, translating these into actionable improvements.
• Create comprehensive customer journey maps that detail touchpoints, emotions, and opportunities for enhancing the customer experience.
• Define and track key CX performance indicators, such as Net Promoter Score and Customer Effort Score, to measure success and identify areas for growth.
• Collaborate with cross-functional teams, including Engineering, Digital, and Commercial, to deliver cohesive, value-driven experiences for customers.
• Lead and inspire a customer experience team, fostering creativity and innovation while delivering measurable results.

What You Will Bring

• Significant experience in customer journey methodologies, including journey mapping and service blueprinting.
• A proven track record in designing and delivering digital connected products and experiences on a global scale.
• Strong analytical skills, with the ability to interpret consumer insights and Voice of Customer data to drive improvements.
• Exceptional problem-solving abilities, with a focus on resolving customer pain points and enhancing satisfaction.
• A collaborative mindset, with the ability to work effectively with diverse teams and stakeholders to achieve shared goals.

This role is pivotal in shaping the future of customer experiences within the Vehicle Connected Services programme. By acting as the voice of the customer, you will ensure that every touchpoint aligns with the company\'s mission to deliver world-class satisfaction and loyalty. Your contributions will directly impact customer lifetime value, retention rates, and the overall success of the programme.

Location: This role is based in Gaydon, offering an inspiring and collaborative work environment.

Interested? If you\'re ready to lead the charge in delivering exceptional customer experiences, don\'t wait. Apply now to become the next Customer Experience Design Manager and take your career to new heights!

12-month Maternity Cover contract role.

This role is Inside IR35. Unfortunately we cannot progress candidates who require sponsorship to work in the UK.

Note: The following recruitment process information has been omitted for clarity and relevance in this refined description.