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Senior Customer Experience Manager

National Express
Job LocationBirmingham
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Join us on the Journey... National Express Group is a leading public transport operator with bus, coach and rail services in the UK, Continental Europe, North Africa, North America and the Middle East. Passengers made 939 million journeys on our services in 2019.We have an exciting opportunity for a Senior Customer Experience Manager, of our UK Coach division, who will support the execution and evolution of the customer experience strategy through the delivery of key projects, whilst identifying continuous improvement opportunities in the end to end experience customers have with National Express, making clear recommendations on service, product and processes.As the successful candidate, you will have significant experience working in a customer facing / service environment, and a deep understanding of what customer service and experience needs. You will have a track record of successfully executing projects and change initiatives from concept through to live, and demonstrate a strong commercial acumen. In addition, you will have excellent communication, collaboration and influencing skills with the ability to directly engage with customers and resolve complex issues. Knowledge of Salesforce applications is highly desirable.What youll do...

  • Assist with the delivery of key customer workstreams and business wide projects as a customer experience SME and champion.
  • Document customer journeys, proactively looking for ways to enhance the overall experience and/or exceed customers’ expectations. Challenge the norm with a robust customer first approach.
  • Product owner of customer service applications, ensuring frontline teams have the right tools available to deliver a seamless personalised service to our customers. Ensure relationships with suppliers are managed effectively, optimising the use of relevant features with the applications.
  • Support the prioritisation of Customer Experience improvements through well harvested analysis, working closely with the Voice of Customer Manager, CX Manager and internal stakeholders to correctly identify improvement opportunities. Fully scope 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 and deliver improvement workshops from initial problem statement, requirements, data gathering through to planning and implementation.
  • Represent the Voice of Customer in business and stakeholder meetings to ensure that Customer Experience is at the heart of decision making.
    • In return, we offer a wide range of benefits such as...
  • Free travel for you and your partner
  • Company pension
  • Access to NX Health Bus
  • Employee Assistance Programme
  • Variety of deals and discounts available through NX online portal

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