Customer Experience Innovation Manager

TN United Kingdom; Farnborough; Hybrid; GBP 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a Customer Experience Innovation Manager to enhance customer journeys and drive operational improvements. This exciting role involves analyzing customer insights, collaborating with teams, and implementing innovative solutions to elevate customer experiences. With a focus on sustainability and innovation, the company offers a dynamic environment where your contributions will shape the future of mobility. Join a forward-thinking team that values diversity, transparency, and collaboration, and take the next step in your career with this unique opportunity.

Benefits

Competitive hourly wage

Annual bonus

Up to 35 days of leave

Free parking

Subsidized meals

Hybrid working arrangements

Qualifications

• 5+ years of experience in customer journey mapping and improvement.
• Strong knowledge of contact centre operations and performance metrics.

Responsibilities

• Identify pain points in customer journeys and implement improvements.
• Collaborate with teams to enhance customer experiences and operational efficiency.

Skills

Customer Journey Mapping

Problem-Solving

Collaboration Skills

Contact Centre Operations

Job description

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Customer Experience Innovation Manager, Farnborough

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Client:

Location:

Farnborough, United Kingdom

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

c6bbea657cf4

Job Views:

4

Posted:

02.05.2025

Expiry Date:

16.06.2025

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Job Description:

Customer Experience Innovation Manager
Hays is delighted to be working with our global client, one of the world’s most successful premium manufacturers of cars, motorcycles, and provider of premium services. Our client demonstrates a commitment to innovation, sustainability, and product responsibility from development to production. Their aim is to play a dynamic and innovative role in shaping the face of mobility. Our client values each person—passion, commitment, uniqueness, and contribution to shaping their future success.

About the job: We are recruiting for a Customer Experience Innovation Manager to join our client on a temporary assignment. This role focuses on identifying pain points within contact centres, customer surveys, complaints departments, analyzing these issues, and implementing improvements. The person will look at the end-to-end customer journey, collaborate with different teams to implement solutions, and evaluate contact centre operations and customer strategy.

The opportunity:

• Develop and define the end-to-end customer journey to gather and analyze customer insights.
• Proactively gather digital trend intelligence to influence change.
• Identify opportunities, consider concepts, and ensure successful pilot and implementation of initiatives.
• Manage customer measures to enhance premium experiences, eliminate pain points, and ensure financial sustainability.
• Act as a point of contact for new customer initiatives and serve as SME in customer projects.
• Propose actions and decisions for UK and global decision boards.

Key accountabilities:

• Obtain and share customer insights to drive change.
• Create and share customer journey maps highlighting pain points.
• Promote changes to reduce customer pain points.

What you will bring:

• Proven experience in mapping and improving customer journeys.
• In-depth knowledge of contact centre operations, strategies, technologies, and performance metrics.
• Industry experience in manufacturing or luxury/premium customer service is preferred.
• Strong collaboration skills and problem-solving abilities.
• Minimum of 5 years in a relevant role.

Support provided: The company values openness, responsibility, appreciation, transparency, trust, diversity, and inclusion. Benefits include a competitive hourly wage, annual bonus, up to 35 days of leave, free parking, subsidized meals, and hybrid working arrangements. The company promotes a diverse and inclusive workplace, supporting equal opportunities and respecting differences.