Customer Experience Improvement Specialist

If you're a creative problem solver with a passion for customer service and process improvement, we want to hear from you.

Our Customer Service Delivery team is looking for a proactive Customer Experience Improvement Specialist to drive initiatives that enhance the customer journey, streamline business processes, and elevate frontline service delivery. Based in the Customer Experience team, you will collaborate with teams across the West Midlands Combined Authority, particularly those within Transport for West Midlands. Your role will ensure customer experience is embedded in projects, influencing service design and delivery to better meet customer needs.

This is a diverse role, where you'll contribute to multiple projects, share insights, and help shape service improvements. You'll play a key part in making sure changes are effectively introduced to frontline teams, ensuring they deliver real benefits for customers.

This is a great opportunity to drive meaningful change, contribute to transformational projects, and be involved in every stage of the process from inception to completion. If you have a curious mind, a strong customer focus, and a drive to make things work better, this could be the role for you.

What you will be doing

• Identify service delivery problems and opportunities to improve frontline services
• Work with the customer operations teams to identify solutions and targeted initiatives that deliver better customer experiences
• Facilitate workshops and create and manage effective continuous improvement plans
• Track, monitor and report on the progress of agreed improvement plans
• Maintain a roadmap of key events with customer impacts including product launches, system updates, and external events
• Organise customer satisfaction surveys
• Develop and maintain a service catalogue that can be used by frontline colleagues to answer customer queries
• Ensure processes and systems are regularly reviewed
• Deliver product/service training and briefings

What's essential

• Experience of developing and implementing new systems/processes or operating arrangements
• Experience of working in a customer operations environment
• Experience of developing, tracking and implementing action plans
• Training, facilitating and presenting experience
• Customer focused
• A problem solver

Location

The location for this role is 16 Summer Lane with at least 2 days a week spent in the office.

How to apply

Applying for a role with WMCA is straightforward. Follow these steps to get started.

1. Create your Careers Account. Register with your name, email address, and a password.
2. Build your Profile. Upload your CV to help populate your career and education details.
3. Write your Supporting Statement. Make sure to address each of the required essential criteria.
4. Submit your application. Do one final check and once complete, click submit.

Anonymised Applications

Your uploaded CV won't be visible after submission. Our process is anonymised, and only the information in your profile is used for shortlisting. Be thorough in each section. It's your chance to showcase your skills and experience.

Reasonable adjustments

If you have an accessibility need, disability, or condition that means you might require changes to the application or recruitment process, please get in touch with our Recruitment Team (careers@wmca.org.uk).

Salary and benefits

We advertise salary ranges, with new appointments typically starting at the lowest salary point. In exceptional cases, the salary point may be adjusted to secure the best candidate. This approach allows for potential year-on-year salary increases, offering progression and appropriate rewards to employees. Requests for salaries above the maximum advertised range will not be considered.

We offer a comprehensive benefits package that includes:

• Local Government Pension Scheme (one of the most generous pension schemes in the UK).
• 28 days paid annual leave (with an option to purchase more), giving you ample time to relax.
• Ethical saving options and healthcare plans.
• Discounted gym membership.
• An option to buy a bicycle, including e-bikes and adapted pedal cycles, at a discounted rate.
• 3 days of paid leave each year to volunteer.
• Interest free financing through SmartTech to buy the latest technology.
• Discounted shopping with over 2,000 big-name retailers, and more.

For more information, please visit the benefits page on our career site.

Why join WMCA?

WMCA is laser-focused on improving the West Midlands, bringing economic growth, jobs, homes, and better journeys to the region. We target local needs where it matters most, ensuring everyone has a job that pays well and has access to safe and affordable places they can call home.

We put people and place at the heart of everything we do, working hand in hand with our partners to direct funding where it's needed most. What you do really matters. Your expertise will help make a big difference, improving people's lives every day.

Creating an inclusive workplace

WMCA holds diversity accreditations, such as the RACE Code Quality Mark, Armed Forces Covenant (Gold status) and has been recognised as one of the Inclusive Top 50 Employers and The Times Top 50 Employers for Women. We're a Disability Confident Employer with Leader status, committed to interviewing applicants with disabilities who meet all the essential role criteria.

We recognise that certain groups, such as women and people of colour, may be less likely to apply for roles if they feel they do not meet all the requirements. However, we encourage individuals who are passionate about the role and want to make a difference to still apply. We value potential and encourage applicants to highlight their skills, including transferable ones, even if they don't fit the traditional "perfect candidate" mould.

Right to Work in the UK

Proof of Right to Work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed.

Non-UK applicants (excluding Ireland) would be required to hold a relevant Visa from the UK Visas and Immigration (UKVI).