Customer Experience Executive

Closing date: Sunday 7th July 2019

Full-time, 37.5 hours

Our Marketing team are growing and so we are on the lookout for a Customer Experience Executive to join us! You will report into our Head of Customer Experience and Partnerships, working closely with the wider marketing team and business.

The successful individual will support the management, development and delivery of our Customer Experience buy assisting in the mapping of key journeys and identify alternative solutions and refinements to improve outcomes. You will also help facilitate direct actions which will improve the customer experience, and alike, increase value to the Business to a financial contribution level.

Key Responsibilities and Accountabilities:

  • Own the customer experience within the Group
  • Be a Guardian for change, ensuring positive outcomes come/are likely for implemented change
  • Propose, based on value, key changes within the Group
  • Work with the delivery processes to implement the changes, and measure these as they are implemented
  • Deploy various approaches to understand the value and direct success of improvements as they are deployed
  • Work with content and design teams to fine tune content to suitable quality
  • Develop good working relationships across the business
  • Produce performance reporting of key measures, and highlight improvements from changes implemented

Key Skills:

  • Communication skills
    • Use a range of interpersonal skills effectively to communicate across the business using appropriate channels
    • Interpersonal skills
    • Have good interpersonal and people skills
  • Client Focused
    • Demonstrates an understanding of client’s needs and applies this knowledge when considering customer experience development recommendations/reporting/updates etc.
  • IT Skills
    • Confident with using various online tools
    • Competent with Microsoft Office packages
  • Decision-making
    • Be prepared to work under own initiative as required and make well informed decisions
    • Represent the customer within the business to keep developments focussed and well considered for the best benefit / financial return
  • Analytical & Technical Skills
    • Ability to apply analytical skills to corporate data to interpret and make recommendations to the business
    • Has competent level of technical knowledge to be able to support tasks across teams
    • Stakeholder Management & Influencing Skills
    • Ability to influence key audiences within business and able to flex style/messages to engage stakeholders

Requirements of the role:

  • Experience – Customer experience principles
  • Skills – Confident, good communicator, able to work independently, analytical
  • Qualifications – Degree educated or equivalent work experience

Please send your CV to [email protected]