Customer Experience Manager BTR

Purpose of the role:

• Responsible for implementing a best-in-class Customer Experience within operational teams
• Responsibility to develop insight capabilities to monitor, analyse and report on all customer feedback across all channels within the business.
• Ensuring we proactively respond to the feedback/insights and loopback into the customer experience programme
• Measure and evaluate customer behaviors and sentiments and develop and implement a roadmap of customer experience goals
• Champion opportunities to improve and consistently deliver the business Customer Experience
• Communicate the Customer Experience vision and objectives to stakeholders
• Drive customer retention, reduce churn, and increase customer satisfaction
• Manage and oversee company Complaints Process

Responsibilities include (not limited to):

• Act as the internal lead/focus for the customer experience process and data ownership to drive engaging, efficient, and effective CX.
• Develop insights and analytics from various feedback sources on customer behaviour, satisfaction, loyalty, and advocacy.
• Own the annual customer satisfaction survey process, measuring and tracking the impact of initiatives using key customer metrics (NPS, retention, etc.).
• Conduct customer insight and root cause analytics to identify company wide pain points and facilitate the development and delivery of customer-centred improvements.
• Develop and manage customer surveys, feedback programs, and other tools to collect customer insights (building on what we already have).
• Proactively identify and build business cases for new opportunities to enhance processes and improve customer experience, loyalty, and advocacy.
• Lead technology projects impacting customer experience, implementing CX technology solutions and automation through the business App, driving uptake and continuous improvements.
• Evaluate and refine processes based on data insights to adapt to changing business needs and customer expectations.
• Collaborate closely with Data and Technology, Marketing, Research, and Operational teams to integrate CX with business objectives.
• Drive the development and execution of customer-centric initiatives and campaigns, leveraging data and insights for decision-making.
• Manage and optimise data architecture for customer reporting to enable internal stakeholders to analyse customer data insights and trends easily.

For the full JD, please send an updated CV to apply.