Customer Experience Manager

Nuffield Health; City Of London; On-site; GBP 38,000 - 45,000; Full time

Job summary

A health and wellbeing charity in London is looking for a Customer Experience Manager to shape its customer experience strategy. The role involves setting standards for the customer journey, working with insights to improve feedback mechanisms, and collaborating with stakeholders to enhance performance. Ideal candidates should possess an Honours degree or equivalent experience in customer experience design, and have a passion for setting high standards in customer care. Benefits include free gym membership and health assessments.

Benefits

Free gym membership

Health assessments

Retail discounts

Pension options

Qualifications

• An Honours degree or equivalent of knowledge acquired through experience.
• Demonstrable experience in Customer experience and Customer Journey design.
• Good understanding of customer experience trends, expectations and segmentation.

Responsibilities

• Set standards for customer experience across the customer journey.
• Work with Business Insights to collect and present customer feedback.
• Set measurement framework for indicators of customer experience.
• Liaise with stakeholders for key performance outcomes.
• Drive key commercial lines across the Wellbeing Centre.
• Deputise for the General Manager.

Skills

Customer experience knowledge

Customer Journey design

Trend analysis

Education

Honours degree or equivalent

Job description

Customer Experience Manager

Moorgate & Shoreditch Fitness and Wellbeing Centres | Management | Permanent | Full Time

Salary

Up to £45,000 per annum, depending on experience

Hours

40 hours per week

Nuffield Health is the charity that's building a healthier nation, one day at a time. From award‑winning hospitals and leisure facilities to flagship community programmes – we’ll do whatever it takes to look after the UK’s wellbeing. It starts with passion and commitment to quality. It starts with you.

Role Overview

Nuffield Health has an exciting opportunity for a Customer Experience Manager to contribute to our purpose to build a healthier nation by defining our customer experience strategy, through ensuring a deep understanding of our current and prospective customers and ensuring that we put the customer at the heart of all our decision making.

Key Responsibilities for the Customer Experience Manager

• Set standards for customer experience across the whole customer journey
• Work with Business Insights to ensure that the customer feedback and insights are collected and presented in a usable format
• Set measurement framework for lead and lag indicators of customer experience
• Liaise with stakeholders across the business in support of key performance outcomes
• Drive key commercial lines across the Wellbeing Centre
• Deputise for the General Manager

Required Skills & Qualifications

• An Honours degree or equivalent of knowledge acquired through experience, other qualifications and training/development.
• Demonstrable knowledge, skills and experience in the field of Customer experience and Customer Journey design.
• Good understanding of developing trends in customer experience, expectations and segmentation.

Benefits

We want you to love coming to work, feeling healthy, happy and valued. That’s why we’ve developed a benefits package with you in mind. Here, you can choose from a range of fitness, lifestyle, health and wellbeing rewards, such as free gym membership, health assessments, retail discounts and pension options.

Additional Information

At Nuffield Health, we take care of what’s important to you.

If you like what you see, why not start your application now? We consider applications as we receive them and reserve the right to close adverts early (for example, where we have received an unprecedented high volume of applications). So, it’s a good idea to apply right away to ensure you’re considered for this role.

Apply today … It starts with you.