Customer Experience Manager

Customer Experience Manager | London | £45,000 Plus Free Rail Travel and Final Salary Pension | Hybrid

The Opportunity

An Award-Winning Train Operator has an immediate requirement for an ambitious Customer Experience Manager.

A brand new role, this is an opportunity to make the role your own (With 1 Direct Report), you will see the tangible effects of your work, gaining exposure to an array of stakeholders across every department of a £million business, by analysing and delivering improvements based off customer feedback channels, making yourself indispensable.

Responsibilities:

• Actively improve customer satisfaction and net promoter scores by identifying and delivering improvements of our lowest performing indicators and maintaining our highest performing indicators.
• Analyse customer feedback, to identify customer dissatisfaction across the journey and create a clear action plan in collaboration with other departments on how these can be resolved/improved upon.  
• Accountable for the successful delivery of the Service Quality Regime, providing leadership and line management to the Service Quality Manager, ensuring a high performance against pre-agreed measures as specified by the Department for Transport – and ensuring quality improvement plans are in place to drive improvements as identified by the data and outputs
• Produce clear reports and presentations outlining the key areas of focus and the delivery plan to various internal and external stakeholders and management teams.
• Where customer experience improvements are agreed based on customer feedback, the role will work with other teams across the business to make sure projects are delivered alongside the Project Management team.
• Review our Benchmark targets for the  internal customer satisfaction survey results on a yearly basis
• Measure and monitor key performance indicators relating to customer satisfaction/NPS and providing regular reports to senior managers and stakeholders.
• Work with the commercial team to commission additional customer focused research where required.
• Act as a deputy to the Head of Customer Experience by attending industry wide meetings.

The Candidate:

• Experience withing a Customer Experience role
• Stake holder management experience
• Proven experience driving change and continuous improvement across the business
• Understanding of customer satisfaction, NPS reporting, and have the ability to analyse reports and implements relevant improvements.

Location: London (hybrid -2 days in office)

Salary: Up to £45,000

• Final salary pension scheme.
• 33 days of annual leave, inclusive of public holidays.
• Free travel on their rail services and 75% discounted travel on other National Rail networks.
• Access to an online benefits portal, offering a variety of rewards and perks.

About Ford & Stanley Group

Ford & Stanley Talent Services Group are in the business of people and performance. Our mission is to create one million better workdays through facilitating great recruitment, leadership and occupational mental fitness. We support our clients in their most challenging business areas - recruiting, developing and retaining the best talent from shop floor to boardroom.

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Ford & Stanley Talent Services Group Ltd is a Disability Confident employer that is committed to a policy of equal opportunities for all opportunity seekers. We shall adhere to such a policy at all times and will review on an on-going basis all aspects of recruitment to avoid unlawful or undesirable discrimination. We will treat everyone equally irrespective sex, sexual orientation, gender reassignment, marital or civil partnership status, age, disability, colour, race, nationality, ethnic or national origin, religion or belief or political beliefs and we place an obligation upon all staff to respect and act in accordance with the policy.