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Senior Customer Experience Executive

Haywards Heath / Salary: £28,000 - £35,000 / Department: Marketing / Hours: Monday to Friday 0900 - 1700

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We’re on the hunt for someone to help shape the customer-led culture within our Marketing department and wider business, balancing the commercial needs of the business with those of the customer.

You’ll support the design, development and measurement of the customer experience strategy, bringing it to life through customer journey mapping and working with colleagues across departments to align processes to support the target customer experience.

Job responsibilities:
  • Gain a thorough understanding of the end-to-end customer journey, considering how it can be improved to more effectively meet and exceed customer expectation
  • Coordinate cross-functional workshops to map out the ideal customer communication strategy, taking responsibility to keep stakeholders updated of progress and coordinate actions
  • Work closely with other members of the business to review current processes to promote customer-centricity; be the customer champion to help the process meet this standard
  • Put in place feedback processes to effectively measure customer experience through ‘Voice of the Customer’
  • Implement a new measurement to gain our own people’s view of the customer experience through ‘Voice of the Employee’
  • Ensure progress is made to develop a ‘Voice of the Process’ metric that enables effective monitoring of the process against the target experience
  • Take responsibility for aligning VOC, VOE and VOP and arrange reporting that aids understanding and engagement
  • Drive advocacy and retention by monitoring Csat /NPS and customer feedback and implementing or influencing change
  • Involvement in projects where relevant, coordinating changes to customer communication
  • Coordinate ad-hoc customer research activity
  • Support the upkeep of the documentation library for auditing and version control
  • Responsible for conducting staff management duties including:
  • Conducting regular performance reviews, including probationary reviews and annual appraisals
  • Deal with employee issues including monitoring absence and conducting disciplinaries
  • Any other reasonable duties as required

Job-specific competencies
We’re looking for someone with B2C Marketing experience, preferably within the insurance sector, and ideally CIM qualified or equivalent.
  • Experience in customer mapping or the development of customer experience frameworks desirable
  • Experience in proactively problem solving
  • Solid understanding of customer feedback best practice and using various tools to support data gathering
  • People management experience desirable
  • Excellent communication and interpersonal skills
  • Strong presentation skills and comfortable speaking to a range of audiences
  • Able to articulate information that is new to others that engages and gets the point across
  • Attention to detail
  • Good time management and organisation skills with the ability to prioritise work
  • Problem solving skills with the ability to see events from the customer’s perspective and influence others
  • Active and effective within a team environment
  • Passionate about putting the customer at the centre of our activity
  • Professional approach to challenging existing status quo
  • A flexible approach and positive attitude
  • Embrace, embed and incorporate the company values
  • Self motivated and enthusiastic
  • Be able to multi-task on projects involving various areas of the business
  • Able to work on own initiative and as part of a team
If this sounds like you, click here now to apply !
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