Group Customer Experience Manager

Department: Customer Operations

Reports To: Director of Customer Experience

Location: Normanton

Hours: 40 hours per week 8am-5pm

Role Purpose

To be the “voice of the customer” (VOTC), capturing feedback from both internal and external customers, sharing this feedback across the business and using the insight to drive positive change for our customer base across the Group.

Key Responsibilities

• Represent the customer across the organisation, ensuring business decisions and business direction is considered from the viewpoint of our customers.
• Capture customer insight through all channels, simplify and distil the inputs and summarise relevant output for cascade across the business.
• Oversee our Net Promotor Score (NPS), Customer Care Score (CCS) programs and wider Customer Survey strategy.
• Monthly reporting of our internal Customer Metrics, ensuring ongoing relevancy of the metrics we track, timeliness of release and accuracy of reporting.
• Collating relevant content and chairing our monthly Customer Experience call.
• Creating a wider awareness and understanding of customer feedback themes and trends through the use of multiple communication channels appropriate to the audience.
• Collaborate cross functionally to identify and then embed the necessary corrective action that drives positive change for our customers.
• Project Management support for relevant customer improvement projects.
• Mapping of key customer facing processes, identifying opportunities for improvement or efficiency.
• Line management for a small team of people.