Customer Experience Specialist

Novuna; Newbury; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A customer experience-focused company in the UK is seeking a Customer Experience Specialist to enhance service levels through data insights and stakeholder engagement. The role requires strong analytical abilities and excellent communication skills to drive improvements in customer satisfaction. You will be pivotal in analyzing customer journeys and presenting findings effectively. The position offers flexible hybrid working and a comprehensive wellbeing package.

Benefits

Flexible hybrid working

25 days' holiday plus bank holidays

Full wellbeing package including BUPA

Qualifications

• Strong analytical and problem-solving skills.
• Ability to articulate findings and recommendations effectively.
• Confidence in presenting to various stakeholders.

Responsibilities

• Develop reports and insights to communicate RCA solutions.
• Involvement in customer journey mapping to identify issues.
• Collaborate across business areas to improve customer sentiment.
• Ensure compliance with FCA and ADR frameworks.

Skills

Excellent communication skills

Analytical skills

Organizational skills

Presentation skills

Job description

Are you passionate about transforming customer experiences and driven to make real change? Do you have strong stakeholder management skills? Do you love using your analytical skills to uncover root causes and influence others to drive real improvements?

If your answer is 'yes' to all of these, keep reading.

Want to know a little about us?

At Novuna Vehicle Solutions, we're passionate about building a better tomorrow. Which is why we're lighting the way in the electric vehicle revolution. From family cars to HGVs, we're helping customers of all kinds on their journey to carbon-free mobility.

We're proud to be a Top 50 Inclusive employer. We're a signatory of the Women in Finance and the Race at Work Charter and we're Disability Confident Committed.

What does the role involve?

Reporting to our Customer Experience Improvement Manager, we're on the lookout for a Customer Experience Specialist who's eager to dive deep into what makes our customers tick. You'll work as part of our Customer Experience Improvement team where you'll be usingdata insights to identify how we can shape improvements across our customers journeys and enhance service levels.

You'll play a pivotal role in driving changes by creating compelling narratives that engage senior stakeholders and ensure solutions are embedded to support our customers. Your expertise will directly impact our ability to enhance productivity, improve quality, and ensure customer satisfaction.

Some Of Your Key Duties Will Include

• Developing reports, insights and delivering presentations to clearly communicate RCA (root cause analysis) solutions to stakeholders at all levels
• Involvement in customer journey mapping and looking at all customer touch points to investigate what went wrong and why
• Working collaboratively across multiple business areas to ensure ownership over, and reduction of, negative customer sentiment
• Ensuring the business operates within the FCA and ADR framework and promotes good outcomes for customers
  
  

What are we looking for?

You're likely to enjoy this role if you're inquisitive and passionate about making a real difference. Most importantly, you will be a confident and effective communicator, able to present the 'why?' behind customer dissatisfaction and drive solutions the ensure lasting improvement to our service-levels.

Also, We're Looking For The Following

• Excellent communication skills, both written and verbal, enabling you to articulate your findings and recommendations effectively
• Strong analytical and problem-solving skills, with the ability to think critically and logically to unravel complex issues
• Strong organisational skills and able to manage your own workload and adhere to time-sensitive tasks
• Great presentation skills with the ability to communicate to a range of different stakeholders
  
  

What can we offer you?

At Novuna we take our people promise seriously. If you join us, you'll have a chance to make a difference, opportunities to learn, and time to shine.

In addition to a market-benchmarked salary and excellent bonus scheme, our offer to you includes:

• Flexible hybrid working
• 25 days' holiday, plus bank holidays and the option to buy/sell 5 days
• Full wellbeing package including BUPA, digital GP service, 24/7 employee assistance, plus wellbeing events throughout the year
  
  

What's the next step?

Interested? Start your application today and see what Novuna can offer you.

Novuna has been named one of the top 50 most inclusive employers for the fourth year running and this is also reflected in our recruitment process. We are committed to ensuring our application process is inclusive and accessible to all candidates.

We're Disability Confident Committed, so if you're a person with a disability, if you're neurodivergent, or if you have a condition that you believe may affect your performance during our selection process, we'll be happy to make reasonable adjustments to our processes for you.