Customer Experience Manager: Journeys & Communications (Hybrid)

Policy Expert; City of Westminster; Hybrid; GBP 52,000 - 78,000; Full time

Benefits offered by this job

Pension 7%

Private medical

Dental cover

Learning budget

Study leave

Enhanced maternity/paternity

Travel season ticket loan

London private lounge

Job summary

Policy Expert is seeking a Customer Experience Manager to lead improvements across customer journeys. You will link insights from feedback, operational data and performance metrics to drive actionable enhancements, while ensuring compliant and clear communications across emails, webpages and scripts.

Collaboration with Retail, Technology, Service & Operations and other teams is essential to deliver better customer outcomes.

Qualifications

• Mapping and improving customer journeys across lifecycle.
• Using customer insight and performance data to drive actions.
• Developing lifecycle communications to boost engagement.

Responsibilities

• Map, document and manage customer journeys across key touchpoints.
• Identify and deliver CX improvements using feedback and insights.
• Develop lifecycle communication briefs to improve engagement and commercial performance.
• Manage customer journey communications (emails, webpages, scripts) across journey stages.
• Maintain accurate content on customer-facing product webpages.
• Conduct consumer understanding reviews to improve outcomes.
• Update governance through logs, reviews and compliance oversight.
• Champion fair treatment for vulnerable customers across journeys and communications.
• Collaborate with stakeholders to balance outcomes, operations and regulatory requirements.

Skills

Customer journey mapping

Data analysis

Copywriting

Stakeholder management

Communications governance

Job description

Policy Expert is seeking a Customer Experience Manager to lead improvements across customer journeys. You will link insights from feedback, operational data and performance metrics to drive actionable enhancements, while ensuring compliant and clear communications across emails, webpages and scripts.

Collaboration with Retail, Technology, Service & Operations and other teams is essential to deliver better customer outcomes.