Customer Experience Manager

Job Description

Customer Experience ManagerThe businessWe specialise in management systems compliance & expert advice across a broad spectrum of standards, schemes & business improvement services to include customised training & assurance. In Inspection Services, we certify safety critical industrial equipmentaccording to recognised codes, standards & regulations. We also partner with companies to provide tailored high-quality inspection services throughout their manufacturing supply chains, making sure equipment is built safely & to their requirements.We have recently announced that BA&IS + Nettitude will be leaving the LR Group and will become a standalone business (LRQA) under the ownership of Goldman Sachs Asset Management. Its an exciting time to join our business as we have ambitious plans for growth.We are looking for talented people who will support us to build on our strengths and transform our business to be the best partner for our clients.The roleThe Insight and Customer Experience function is responsible for providing market, client and competitor insight that underpins the strategic direction of the business and defines the marketing strategy (markets, regions, sectors, products), whilst ensuringthat customer experience is at the heart of everything we do.You will:

• Define the service proposition for an omnichannel customer experience to meet client needs and expectations and create competitive advantage for LRQA
• Identify the people, process and technology capabilities required to deliver the desired, digitally enabled customer experience and develop and secure approval for the business case for change
• Prioritise, plan for, and deliver the implementation of those experiences, in an incremental / iterative schedule
• Inform and feed best in class digital experience thinking, ensuring the digital customer journey helps meet our vision of being the leading digitally enabled assurance provider
• Measure and own the voice of customer programme (incl. NPS), surfacing customer pain and pleasure points, getting deep understanding of needs and motivations across the end to end customer journey. In addition, own and execute the measuring, monitoring,analysis and communications of the regular reporting cycles, recommendations and improvements from the programme / NPS learnings
• Develop end to end customer journey maps and persona profiles for existing and to be developed products/services
• Design and deliver customer dashboards, establishing an effective suite of measures (viz. customer, operational, financial), to create visibility and accountability for customer experience performance against business goals (e.g. customer retention, revenue,margin), across the globe and the entire customer journey
• Work closely with the peers across the business (e.g. product and propositions teams) influencing the product roadmap, annual marketing planning cycle, operations and sales strategy
• Ensure oversight and governance of all key customer experience impacting projects and ensure that investment can be justified and prioritised, where improvements are required
• Lead, coach and develop more junior members of the customer experience team
• Select and maintain best-practice customer experience tools and platforms and own vendor or other third-party relationships

You will need:

• Ability to demonstrate a track record of leading CX strategy across a global, matrix organisation
• Proven experience in the use of insight to develop omnichannel customer experience strategy, identify and prioritise improvements required to customer experience, in business case development and design and delivery of change programmes, with tangible businessresults
• Demonstrable ability to think strategically and operate within a broad context, with strong commercial awareness
• Experience of the Testing, Inspection and Certification (TIC) industry is desirable, as is experience of working in a multi-national, multi-cultural team.
• Understanding of and practical experience in of NPS and other customer experience measurement methodologies
• Strong capabilities in building connections with external and internal stakeholders (diverse and across different levels), virtual team management and delegation
• Experience of translating high level strategic opportunities into structural projects with clear, measurable action plans for different functions
• Well-developed customer journey mapping skills along with the ability to translate high-level design into deliverables.
• Excellent communication, influencing and presentation skills with an ability to see through to a resolution and work effectively within a matrix organisation

About UsLocation Birmingham/LondonWere a truly global organisation, working in global teams to help global clients manage and overcome global safety risks. Setting global standards of excellence brings fresh challenges every day - giving our people more access to work that interests thempersonally and stretches them professionally. If you have the ambition and international mind-set to match ours, theres no telling how far you can go here.We employ circa 2,500 employees in 52 office locations, with £330m revenue. Our strategy is to be the trusted safety partner of the worlds top businesses. We will achieve this by focusing on our different customer needs to accelerate growth, through usingtechnology as a key enabler of our value proposition in terms of both service capability and operational excellence and by building a flexible resourcing model to support top line growth at the required profitability levels.Well expect you to go the extra mile and we will make sure you are rewarded. As well as a competitive salary we support flexible working and provide a competitive benefits package including pension, private medical health insurance to name a few. We willprovide you with the opportunity to build a diverse and rewarding career.

Keyskills :
Customer ExperienceStrategiesTeam ManagementCustomer Journey Mapping