#163791

CX Manager

Location:
South West London
Salary:
50,000-55,000
Start date:
01/03/2021
Posted By:
Meredith Lawlor
Date:
15/01/2021
Duration:
Perm

Job Description:

A Health and Safety company is looking to take one giant step further into the world of Digital Product. This team of approx. 65 staff work hard to ensure that all 30,000 customers are set up with top-notch support so they can focus on the day-to-day of their construction businesses. This company provides their clients with accreditation, support and advice on risk prevention. They are however, missing one major link- a Customer Experience Manager who can manage customer experience for 2 of their client/customer portals. This CX specialist will have at least 3+ years of managing internal and external/client facing digital products.

Reporting to Head of Product, you will have a passion for building exceptional user experiences. You’ll be delivering exceptional online user experience using user stories, analytics, customer feedback, market research and industry trends. This person will be in contact with clients to better understand their needs, requirements and current satisfaction levels. You will understand the product life cycle in its entirety and be able to develop strategy aimed at driving revenue and improving customer satisfaction.

Your Day-To-Day and Objectives:

  • Collaborate with Product lead to create insight-driven, user-focused designs for existing and potential new products.

  •  Manage customer expectations taking into consideration the customer profile and persona of your main point of contact.

  • Be a trusted advisor and customer advocate to customers in order to identify and assist with their business and technical challenges.

  • Cover user needs, technical requirements and business goals (for clients and contractor users)

  • Act as point of contact for customer service issues

  • Support the product development lifecycle for all products by developing user stories, partnering to execute User Testing, and completing post-launch analysis

  • Contribute to establishing core UI/UX/CX processes, principles, best practices and frameworks incorporating high levels of communication within the team and the wider company

  • Promote cross-functional and collaborative work practices

  • Communicate and coordinate with key stakeholders across the organization to share priorities, align on opportunities, and develop and share key learnings with respect to digital consumer behaviour through the lens of commercial objectives.

  • Define success criteria and metrics for the products as well as perform post-implementation analysis.

  • Identify new opportunities, service improvements, and cost reductions.

  • Identify areas for process improvement within the delivery and distribution of both new and existing products

  • Work with the management team to improve internal processes in line with recognized best practices and standards

  • Analyse market trends and sales performance and make informed recommendations for the product.

 

About You:

  • A record of Digital Customer Experience knwoledge and work history.

  • Significant UI/UX/CX experience with successful track record of delivery of customer relationship improvement and development

  • Proven track record of successfully working in a cross- divisional team and delivering results on time

  • Comprehensive knowledge of UI/UX/CX methodologies, best practices, techniques and tools

  • Analytical: An ability to use tools such as Google Analytics to obtain and interpret data about the usage of a site, such as identifying where drop-offs occur and analysing the conversion rates

  • Articulate and open communication style, comfortable writing and speaking with designers, developers and other colleagues in other disciplines and senior stakeholders

  • Manage multiple assignments simultaneously with varying timelines

  • Delivery focused with a “can-do” attitude

  • Highly analytical and detail oriented with an evidence-based approach to problem solving

  • Motivated and forward thinking, with a desire to help move the business and those around them to the next level

Client Description:

A Health and Safety company that offers accreditation schemes that encourage compliance, mitigate risks and support efficient supply chain management.  A fairly new organization with an all-in-one solution and is proud of their flexible working. They have grown 25% over 6 months, and are excited to keep going!

Requirements:

This team is looking for someone who is entrepreneurial and self-motivated. For this reason, they are open to candidates who would like to work from home on a permanent basis. You must be willing to go on-site to their South West London office at least once per month, and for some meetings when scheduled.