JOB TITLE: Customer Experience Manager JOB LOCATION: Belfast TERMS: UK right to work required (no sponsorship available) THE JOB The role of the customer experience manager will be to pro-actively increase customer satisfaction & loyalty, by ensuring customer interactions meet the customer’s needs. This person will have an input across all departments. (Sales/Service/Marketing/Build) This person will work in conjunction with our marketing analysts to identify improvement areas & make recommendations that help keep Fibrus informed & decide on future customer service strategy. This person will be specifically responsible for helping to drive the operational implementation of this strategy and the necessary actions, will help with the implementation of change and keeping improvements and customer experience/excellence projects on track. They will also play a key role in the development of KPIs and reporting, to measure progress being made by the operational teams across the different departments in an effort to directly improve CSAT & NPS scores across all customer touchpoints and journeys. WHAT WILL YOU BE DOING? Work in collaboration with our marketing insight analysts to identify process & training gaps. Develop & execute improvement plans to remove any barriers & close any gaps, delivering a better overall measurable experience for the Fibrus customers. Understand & evaluate customer market research and analytics and then make recommendations to inform the business on strategic direction and subsequent operational change. Own the change process for any initiative that will directly impact customer experience, ensuring seamless delivery & mitigating risk of negative customer impacts. Carry out impact assessments on the customer experience of any strategy/change implemented and provide the business with resultant updates including relevant supporting data Act as a project manager for customer experience projects, keeping each project within timescale for delivery and reporting progress accordingly. Keep under review any developments in relation to new technology that enhances the customer journey and drive business case for any innovations in relation to improving the customer experience Identify opportunities for efficiency gains in relation to the customer journey, including recommendations for improvements at an operational level. Identify, create, build or collate data for customer experience reports to aid continuous operational improvement & efficiency Identify & recommend KPI requirements across departments that will help drive customer experience across all customer touchpoints. Create adequate reporting to accompany those requirements. Act as the central point of truth and create collective collaborative working to improve the overall customer experience performance. WHAT WILL YOU BRING? Experience in customer journey analysis, action plan development & operational implementation will be a key requirement for this role. You must be skilled on building strong relationships across multiple departments, with an ability to gain stakeholder buy in, in the interest of delivering effectively on your goals. Be able to take people on the journey with you & align them to Fibrus’ vision of customer experience excellence. You will be able to work in collaboration with multiple stakeholders across the business, influence and gain committed contribution from those stakeholders. A qualification/experience in project management would be desirable. Whilst you will work with our marketing analysts who will provide great insight, it would also be desirable that you are passionate about data analysis and insights
- Understand & evaluate customer market research
- Identity process & training gaps
- Carry out impact assessments on customer experience
- Experience in customer journey analysis
- Be able to build professional relationships
- Be able to work as a team playr
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