Job: Head of Customer ExperienceSalary: £60,000Location: Norwich / Remote The role utilises an agile working practice and as such will have remote working options, however does requires some time in the Norwich office and occasional travel to other offices across East Anglia. We have an exciting new opportunity within a progressive non-profit based in East Anglia. The organisation, a well-known and respected establishment are recruiting for a dedicated head of Customer Experience with a track record of improving services and the customer journey.We're looking for a customer focused leader with an eye for detail and an ability to build strong working relationships with both internal stakeholders and customers alike. If you're passionate about customer-centric user experience and driving excellent customer service, this could be a fantastic opportunity to lead a new programme of work and genuinely have an impact. You'll need to be a proactive, organised practitioner with the ability to manage multiple projects concurrently, influence, and drive a continuous improvement strategy The key objective of the post include:- Improving overall experience across all services- Lead the strategy, promote a new 'Voice of the Customer' programme to embed that voice into the organisational frameworks.- Lead analysis and evolution of feedback loop and complaint resolution.- Drive team performance across the customer experience team and ensure a consistent and collective approach to services.- Establish and maintain regulatory compliance with relevant standards.- Monitor performance and work with a range of stakeholders to produce strategic planning around the customer experience.Main responsibilities include:- Drive Customer Happiness- Lead the Voice of the Customer Programme- Development of a Customer voice Framework.- Analysis of Complain and feedback loop- Create and maintain Governance and reporting
Ideally, we'd like to see the following experiences:- Proven experience designing and delivering an effective customer experience strategy- An ability to identify and align customer expectations and customer service.- Experience leading, supporting and developing a high performing team.- Ability to build rapport and collaborate with multiple business units and stakeholders.- Change programme / digital transformation experience- UX experience- Customer journey mappingI'm sure you'll agree, this role represents a unique opportunity to lead a high profile strategic programme of work within an important non-profit sector to the UK. If you're passionate about Customer service and the customer experience, bring a track record of delivering change programmes within this arena we'd love to hear from you. For more information, please apply with a current CV.