Customer Experience Manager - Hybrid working (2 days a week in the office) - Reading based
This is a newly created role for a disruptive healthcare business - they are looking for a Customer Experience Manager to embed actionable customer insight into the marketing strategy, and own the overall customer journey leveraging that insight. This role will suit a curious, data driven person who loves to assess the numbers and drive instrumental change. As it's newly created you'll be influencing and shaping the role as you join this business at the start of their market innovation.
Role responsibilities;
- Driving clarity on insight and relay that to the customer facing teams
- Creating, collating and communicating those customer insights to the business to support and inform key strategic and tactical initiatives
- Drive UX/CRO/CX best practise in the business, using data and insight to deliver on commercial targets
- Taking an active role in ensuring that your insights are acted upon across the business
- Map the current customer journeys, using analytics to assess touch points and drop out points
- Developing and managing the voice of the customer programme, including all key surveys, ensuring effective delivery of insights to marketing, digital and operational management teams
- With the CMO, lead the testing and embedding of new behavioural and attitudinal segmentation across the business, demonstrating the power and value of this approach
- Lead any customer facing research e.g. qualitative and quantitative, working with external partners as required
- Generally, providing customer data and analysis to support the marketing team, being confident at extracting and presenting data
- Take responsibility for the full customer journey, from initial touchpoint to consideration, working with the marketing team to assess online optimisation
Skills and experience required;
- 5+ years in a CX focused role, across UX/CRO/optimization/journey mapping
- Verifiable results from changes you've made from insight and analysis
- Demonstrable stakeholder engagement skills
- Detailed understanding of creating, testing and embedding behavioural & attitudinal segmentation
- A proven data driven approach, with a passion for numbers and analysis
- A team player but with an aptitude for autonomous working
This is an opportunity to join a well established, PE backed business who are at the start of their service launch - you'll be able to have a real impact on business decisions and ultimately, growth.
They are offering a competitive salary, car allowance and bonus. I can discuss full role and package details on the phone so please apply for more information.
