Customer Experience Specialist - Performance & Projects

Abbott Lyon; United Kingdom; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

Abbott Lyon is seeking a Customer Experience Specialist to enhance the customer experience strategy. This role, which is permanently remote with occasional office visits, involves driving initiatives to foster customer loyalty and improve service quality. You will independently manage projects and collaborate across teams to ensure personalized customer interactions, making a significant impact on our brand's commitment to excellence.

Qualifications

• 3+ years in customer experience, service, or community engagement required.
• Ability to analyze trends and translate insights into action.
• Experience in independently managing and delivering CX projects.

Responsibilities

• Support the Head of CX with key initiatives, managing cross-functional projects.
• Identify customer experience gaps and propose impactful solutions.
• Present insights to CX leadership and contribute to data-driven reporting.

Skills

Customer-centric approach

Strong written communication skills

Data-driven mindset

Self-motivated

Tools

CRM platforms

CRM engagement platforms

Loyalty program administration

Job description

Customer Experience Specialist - Performance & Projects

Direct message the job poster from Abbott Lyon

Head of Customer Experience | International CS Leader | Process Optimisation | Team Leadership & Coaching | Delighting the Customer

Job Title: Customer Experience Specialist (Performance & Projects)

Location: As standard, remote with two days per fortnight in Manchester/London, however the Company may require you to spend additional time in the Bath office (or any other office you work from) for the proper performance of your duties.

Terms: Permanent, full time 40 hours per week

Reporting to: Jason Richardson (Head of Customer Experience)

Department: Customer Experience

As our Customer Experience Specialist, you will be key to enhancing our customer experience strategy by leading initiatives that foster loyalty, drive experience improvements, and elevate service quality. You will play a pivotal role in shaping customer interactions, ensuring hyper-personalisation and engagement are delivered at the highest standard.

As well as the day-to-day responsibilities, this role requires a proactive approach to independently run and deliver CX projects, ensuring our customers feel valued and connected to our brand.

Duties and responsibilities:

CX Project Support & Execution

• Support Head of CX on delivery of key CX initiatives, managing cross-functional projects from concept to deployment.
• Work independently and proactively to identify customer experience gaps, propose impactful solutions, and execute improvements with minimal oversight.
• Collaborate cross-functionally to align CX projects with broader business goals, being the customer advocate in all situations.
• Define revised CS communication styles standards, ensuring responses are personalised, unique, warm, engaging, and “Abbott Lyon” from start to finish.
• Provide training and guidance to the CS team on personalisation techniques to deliver thoughtful, meaningful and unique experiences.
• Support CS QA function to monitor service quality, identifying trends and areas for improvement to maintain excellence.

Loyalty Programme Administration

• Support the development and deployment of the Abbott Lyon loyalty programme, ensuring a seamless and rewarding experience.
• Own the day-to-day customer facing aspects of the loyalty programme ensuring the experience is rewarding and exciting.
• Track customer engagement and optimise programme elements to drive retention and satisfaction.
• Work cross-functionally to integrate loyalty insights into broader CX strategies.

Daily Data Collation & Insight Sharing

• Gather and analyse customer sentiment, service trends, and engagement data to inform decision-making.
• Present insights to CX leadership, including service improvements and customer engagement strategies.
• Contribute to data-driven reporting that delivers actionable insights.

CSX Systems

• Support the maintenance and optimisation of CSX systems, supporting CX leadership on key calls and initiatives. These systems include, but are not limited to Zendesk, Digital Genius, Returns Portal and Sprout Social.

Skills and Experience:

• 3+ years of experience in customer experience, service, or community engagement.
• Strong written communication skills, customer-centric approach, and a keen sense for maintaining brand voice and professionalism.
• Data-driven mindset with the ability to analyse trends and translate insights into action.
• Self-motivated with a track record of independently managing and delivering CX projects.
• Familiarity with CRM, customer engagement platforms, and loyalty program administration is a plus.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

• Industries

  Retail Luxury Goods and Jewelry

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