Customer Experience Manager

TN United Kingdom; London; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

An established industry player is seeking a Customer Experience Manager to enhance customer interactions and drive satisfaction. In this pivotal role, you will collaborate with various teams to refine customer journeys, manage complaints, and analyze feedback to foster long-term relationships. Your proactive approach will help create a customer-first culture, ensuring every engagement is meaningful and efficient. This full-time position offers a hybrid working model, allowing you to balance office presence with remote work. If you are passionate about delivering exceptional customer experiences, this opportunity is perfect for you.

Qualifications

• Proven experience in customer experience management with a focus on enhancing customer journeys.
• Strong analytical skills to interpret customer feedback and engagement data.

Responsibilities

• Refine and improve customer journeys for smoother interactions.
• Manage customer complaints and identify trends for improvement.
• Lead response strategies for external review platforms.

Skills

Customer Journey Mapping

Data Analysis

Customer Relationship Management

Problem Solving

Job description

Customer Experience Manager, you will be at the heart of shaping how Blue Cross interacts with its customers and supporters, ensuring that every touchpoint is meaningful, efficient, and engaging. You will collaborate with teams across the organisation to enhance customer journeys, identifying and addressing challenges to create seamless and positive experiences. This role requires a proactive approach to identifying opportunities that will increase customer satisfaction and foster long-term relationships. You will be responsible for leading strategic initiatives, executing impactful improvements, and driving a customer-first culture across the organisation.

A typical day may include:

1. Working with teams to refine and improve customer journeys, making interactions smoother and more engaging.
2. Managing and overseeing customer complaints, ensuring fair resolutions and identifying trends for improvement.
3. Analysing customer feedback and engagement data to drive positive change and increase loyalty.
4. Supporting teams with training and insights to enhance customer interactions across the organisation.
5. Leading response strategies for external review platforms, ensuring feedback is handled effectively.

This is a full-time role working 35 hours a week, Monday to Friday, with a hybrid working pattern that includes a minimum of 2 days at our offices in Horseferry Road, London.

If you’re someone who thrives on delivering exceptional customer experiences and embedding a culture of customer-centricity, we’d love to hear from you!