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This is not about day-to-day operations. Instead, we need someone who can deliver a holistic transformation of the customer experience, with a particular focus on digital platforms, customer insights, and service improvements.
Client Details
We are seeking an experienced customer experience leader to transform the way customers interact with and experience services across digital, operational, and strategic channels. This is an exciting opportunity to redefine customer journeys, modernise outdated processes, and deliver a truly customer-first approach for a high-profile public-facing organisation.
Description
What You'll Be Doing:
- Redefining customer journeys: Lead the modernisation of processes, systems, and touchpoints to create seamless, user-friendly experiences. Whether it's improving operational workflows or removing manual inefficiencies, you'll champion customer-first thinking at every level.
- Owning the digital customer experience: Take ownership of digital channels - website, app, and chat - and develop a strategy to improve how customers access services. You'll ensure platforms are accessible to all audiences, including neurodiverse users and those with English as a second language, and deliver real-time, accurate updates such as tracking and targeted announcements.
- Championing safety and trust: Explore how technology and customer insights can improve safety and confidence for users - for example, adding app features to enhance customer reassurance.
- Customer insights and data: Take a data-led approach to improve customer experience. You'll translate customer feedback and trends into action, identifying what needs to change and delivering clear, workable strategies that drive improvement.
- CX strategy and leadership: Create and embed a customer-centric strategy, working with senior leaders to ensure customer experience is at the heart of every decision. From customer safety to digital transformation, you'll lead the charge in modernising services.
- Collaboration with technical teams: Confidently work alongside IT, cyber security, and other technical specialists to deliver improvements across digital platforms. While you won't build the tech, you'll be highly involved.
- Modernising systems and processes: Lead transformational change to replace outdated systems and processes, enabling better service delivery and improved customer satisfaction.
Profile
What You'll Bring:
- Proven experience leading customer experience transformation, driving improvements across multiple platforms and touchpoints.
- A strong understanding of digital platforms (websites, apps, chat), with the ability to manage technical teams through enhancements and updates.
- A customer-first mindset, with the ability to identify challenges, improve journeys, and deliver real, measurable outcomes.
- Experience using customer insights and data to influence change and drive CX strategy at a senior level.
- A focus on safety, trust, and accessibility, ensuring services meet the needs of all customers, including vulnerable and diverse groups.
- Leadership skills to drive change, modernise outdated processes, and embed a culture of customer excellence.
Job Offer
What's on Offer:
- Salary up to 85,000
- Hybrid working, Manchester-based (3+ days per week) - So must live within reasonable distance
- 28 days holiday plus bank holidays
- Excellent pension scheme
- Healthcare benefits
- A truly transformational role, offering the opportunity to modernise processes, lead digital enhancements, and deliver lasting customer-focused change.
This is your opportunity to make a significant impact on public-facing services, delivering modern, accessible, and trusted experiences for customers across Manchester.If you're ready to own the customer experience strategy, champion digital transformation, and deliver measurable change, we want to hear from you.Apply now to learn more about this exciting opportunity to lead and transform customer experience!
