Customer Experience Manager

loveholidays; London; On-site; GBP 30,000 - 60,000; Full time

Job summary

An innovative firm is seeking a passionate individual to enhance customer experiences post-booking. This role involves designing and implementing strategies that improve customer satisfaction and loyalty. You will utilize data-driven insights to identify friction points and collaborate with cross-functional teams to create seamless customer journeys. If you thrive in a dynamic environment and are dedicated to delivering exceptional service, this opportunity is perfect for you. Join a company that values inclusivity and personal growth while making a significant impact in the travel industry.

Benefits

Company pension contributions at 5%

Individualised training budget

Discounted holidays

25 days of holidays per annum

Enhanced maternity/paternity leave

Cycle to work scheme

Season ticket loan

Eye care vouchers

Qualifications

• Experience in Service Design and customer journey mapping.
• Excellent communication skills and ability to collaborate with stakeholders.

Responsibilities

• Design and implement exceptional post-booking customer experiences.
• Collaborate with teams to refine service efficiency and customer satisfaction.

Skills

Service Design

Customer Journey Mapping

Process Improvement

Data-Driven Decision Making

Strategic Thinking

Analytical Thinking

Excellent Communication

Collaboration

Curiosity

Action-Oriented

Tools

CRM Systems

CX Technology Platforms

Job description

Why loveholidays?

At loveholidays, we’re on a mission to open the world to everyone, giving our customers unlimited choice, unmatched ease and unmissable value for their next getaway. Our team is the driving force behind our role as our customers’ personal holiday expert - the smart way to get away.

The impact you’ll have:

Reporting to the Head of Customer Experience and Service Design, you will be responsible for designing, implementing and refining exceptional post-booking customer experiences. You’ll be responsible for closely monitoring how customers feel about the loveholidays experience and deep dive into areas for improvement. Partnering with teams across the business, you’ll seek to understand the current process, analyse customer feedback and make recommendations to transform the experience. You’ll work closely with others to ensure your recommendations are implemented and then will use data to monitor their impact and refine where needed. Ultimately the Customer Experience team will be tasked to drive brand loyalty and position us as market leaders.

If you’re passionate about creating unforgettable customer experiences, we’d love to hear from you!

Your day-to-day:

• Support the Head of CX & Service Design with the development and execution of groundbreaking service design strategies that elevate post-booking customer experiences through the following capabilities:
  • Data-Driven Decision Making: Utilise insights, feedback, and analytics to inform strategic decisions, fostering continuous improvement and measurable outcomes in post-booking CX.
  • Journey Mapping & Process Improvement: Leveraging insights to identify friction points within the customer journey, leading initiatives that refine service efficiency and customer satisfaction.
  • Workshop Leadership: Design and facilitate workshops with cross-functional teams and stakeholders to co-create solutions, prioritise initiatives, and align stakeholders on strategy.
  • SaaS Operations: Work with this team to define and optimise service design within customer experience technology platforms, ensuring they're fully leveraged to meet our objectives.
  • Customer Communications: Work with the communications lead to ensure post-booking communications are aligned to the service design for every journey.
• Collaborate with multiple departments such as Data & Insights, CX Tech/Product, Supply & Commercial, Finance, Workforce Planning, and Customer Operations to ensure alignment and execution of a cohesive and integrated post-booking CX strategy.
• In collaboration with the broader Customer Strategy Team, help champion and build a culture of customer-centricity.

Your skillset:

• Experience of Service Design; demonstrated ability to independently lead customer journey mapping and process improvement exercises.
• Knowledge of CX technology platforms such as CRM systems and how they can be utilised to enhance customer experiences.
• Ability to collaborate with and influence cross-functional stakeholders at all levels.
• Excellent communicator; able to simplify complex processes and problems and articulate them in a meaningful way which resonates with the audience.
• Strategic and Analytical Thinking; a strategic mindset complemented by a data-driven approach to problem-solving and decision-making.
• Naturally Curious: An innate drive to ask questions, seek out new insights and challenge the status quo to deliver better outcomes for customers.
• Action-orientated; focused on driving implementation, tracking impact and refining strategies for continuous improvement.

Desirable:

• Contact Centre Proficiency: Knowledge and experience of contact centre technology and operations.
• Innovation in CX Tech: A keen interest in and familiarity with the latest in CX technology advancements.

Perks of joining us:

• Company pension contributions at 5%.
• Individualised training budget for you to learn on the job and level yourself up.
• Discounted holidays for you, your family and friends.
• 25 days of holidays per annum (plus 8 public holidays) increases by 1 day for every second year of service, up to a maximum 30 days per annum.
• Enhanced maternity/paternity leave.
• Cycle to work scheme, season ticket loan and eye care vouchers.

The interview journey:

• Talent Acquisition Partner screening - 30 mins.
• 1st stage with Hiring Manager - 30 mins.
• Meet with key stakeholder/s including a task to present, in office - 1 hour.

At loveholidays, we focus on developing an inclusive culture and environment that encourages personal growth and collective success. Each individual offers unique perspectives and ideas that increase the diversity and effectiveness of our teams. And we value the insight and potential you could bring on our continued journey.