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Head of Customer Experience

AQA
Job LocationManchester
EducationNot Mentioned
Salary£65,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

PLEASE NOTE: You MUST register and apply on our AQA Job Portal in order for your application to be considered for this roleAt AQA, we’re committed to advancing education and we’re committed to our people. As the largest provider of academic qualifications in the UK, we mark over seven million GCSEs and A-levels each year and it’s our people who make this happen.Head of Customer ExperienceManchester PermanentSalary c.£65,000Do you have the drive and motivation to transform our customer experience and delivery and get closer to our customers, specifically centres and teachers Then keep reading as this role could be for you.We’re looking for an experienced Head of Customer Experience to be the business lead for our customers journey; leading the design and development of a seamless, intuitive, end to end customer experience across AQA . You will be guiding customer facing teams to ensure exceptional levels of customer satisfaction across all customer touchpoints. Reporting to the Director of Customer and Sales you will be pivotal in the design, development and overseeing of the next iteration of AQA’s customer experience strategy.We have ambitious plans at AQA with a clear and agreed purpose to advance education by helping students and teachers to realise their potential.In this role you’ll be:

  • Providing strategic direction and ensuring effective delivery of customer experience projects.
  • Leading and driving transformation change through matrix management and influence.
  • Creating multiple customer journey maps with a view to effective and innovative solutions.
  • Producing evidence-based proposals for new customer enhancements in line with strategic goals.
  • Leading customer feedback and survey activity, ensuring insight leads to tangible actions, overseeing and monitoring business delivery plans.
  • Leading on the development of customer benchmarking tools and analysis, to understand activities undertaken by competitors and across other sectors.
    • You will:
  • Able to evidence successful delivery of customer experience in a complex organisation.
  • Provide expertise and support to ensure customer experience remains high focus and continually improves to meet their expectations and needs.
  • Model leadership behaviours with confidence and to get the very best from teams by providing clarity, feedback, coaching and development, while continuously seeking to enhance performance in line with business objectives.
  • Work closely with senior leaders across the organisation, to develop and implement an integrated customer experience strategy and improvement plans.
  • Working with third party suppliers on content and engagement through customer satisfaction surveys.
  • Use customer feedback, insight and data to prioritise need and identify how we can improve customer experience through digital technology or business change.
  • Display an understanding of ED&I within the customer journey.
  • Actively monitor customer needs and development of ideas and initiatives, driving regular and annual analysis cycles that enable continuous improvement.
    • Closing date of Monday 22 March midnightFirst stage interviews week commencing 5th April Final stage interviews Mid to end of April AQA is an equal opportunities employer and welcomes applications from all sections of the community regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes people unique.AQA is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and post holders to share this commitment. Our Safeguarding Policy is available on our website.As an employer we are moving towards a more agile way of working, including a balance of office working and home working.Recruitment AgenciesWe have a preferred supplier list (PSL) in place.Unsolicited CVs will be treated as a gift. We will not be subject to or liable under your terms and conditions for agency fees.About AQAAQA are an independent education charity and the largest provider of academic qualifications taught in schools and colleges. With a turnover of over £170m, we set and mark papers for around half of all GCSEs and A-levels. In the summer of 2019 we awarded over 3 million qualifications. Born out of five leading universities, we have over a century of qualifications expertise. Today, we employ more than 1000 people across six locations and work with around 27,000 teachers, lecturers, subject experts and academics, who help set and mark our exams.

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