Join us on the Journey...
We have an exciting opportunity for a Customer Experience Manager to join our growing team based at our head office in Birmingham
As a Customer Experience Manager you will be responsible for helping our existing team identify further opportunities and support changes to the end to end customer journey to increase customer satisfaction. You will also support the execution and evolution of the customer experience strategy through the successful delivery of key projects.
What you'll do
Support the delivery of key customer work streams and support business-wide projects as an SME and customer champion.
Support the drive to improve Customer Experience through analysis by working closely with the Customer Insight Manager and Senior CX Manager to identify opportunities, and support the scoping of initiatives at key points of the customer journey.
Help develop strong cross-functional and organisational relationships in order to influence, gain buy in' and inspire an appetite for change.
Support the running of workshops from initial problem statements, requirements & data gathering through to implementation planning.
Help represent the customer in business and stakeholder meetings to ensure that Customer
Experience is at the heart of decision making.
What you'll need...
Proven experience working in a customer-facing / service environment, and a deep understanding of what an excellent experience means to a customer.
Experience in successfully executing projects and change initiatives from concept through to live
A self-starter who is comfortable making decisions, able to work on own initiative and resolve problems quickly and effectively
Good understanding of technology and its effective application in improving customer experience
Commercially minded with a strong customer focus and awareness of the interdependency of key business areas.
What we offer in return for your hard work and commitment:
A National Express West Midlands for yourself and your partner
A National Express coach pass for yourself and family discounts
A company pension
Employee assistance programme
Access to our award winning Health Bus; providing free and accessible health checks
Exclusive benefits and savings from thousands of the UK's largest retailers and service providers
Joining National Express means joining a company which makes a big difference to the people and communities we serve. Our people really are the secret to our success. At the centre of a growing and successful global company with operations on four continents, National Express has unrivalled opportunities to develop your career. Join us on the journey where you will become part of an extended family.
Things to note...
At National Express, we are really proud of our health and safety record and as a result, we operate a Drugs and Alcohol Policy which is applicable to all employees.
As part of your initial assessment, we will complete Drug and Alcohol testing and you may be subject to random tests during your employment