Senior Customer Experience Manager: Strategy & Engagement

Scottish Federation of Housing Associations; United Kingdom; Presencial; GBP 58 052 - 61 206; Tempo integral

Resumo da oferta

Clyde Valley Group is seeking a Customer Experience Manager to provide strategic and operational leadership for customer-facing services and overall customer experience. You will report to the Customer Service Director and lead the Customer Contact Centre and Community Engagement teams while directing the group-wide customer experience agenda.

You will design and deliver a coherent approach to capturing, analysing and using customer feedback and engagement activity across all services and

Qualificações

• Proven leadership in a customer-facing service within a complex organisation.
• Experience with customer experience and service improvement methodologies.
• Ability to foster a high-performing, positive team culture.
• Commitment to equity, diversity, inclusion and continuous improvement.

Responsabilidades

• Lead and manage the Customer Contact Centre and Customer & Community Engagement teams.
• Act as the group-wide lead for customer experience.
• Design and deliver methods to capture, analyse and use customer feedback and insights.
• Translate customer insight into service improvements and measurable outcomes.

Conhecimentos

Leadership experience

Customer experience methodologies

Team leadership

Equity & Inclusion

Descrição da oferta de emprego

Clyde Valley Group is seeking a Customer Experience Manager to provide strategic and operational leadership for customer-facing services and overall customer experience. You will report to the Customer Service Director and lead the Customer Contact Centre and Community Engagement teams while directing the group-wide customer experience agenda.

You will design and deliver a coherent approach to capturing, analysing and using customer feedback and engagement activity across all services and