Customer Experience Manager
2 days ago
Cox Ireland is seeking a highly skilled Customer Experience Manager to lead our CX program and drive strategic initiatives. As the ideal candidate, you will work closely with the Customer Experience Manager to develop and implement programs that enhance customer experience and business efficiencies aligned with our company strategy.
Main Responsibilities:
• Program manage the roadmap to deliver agreed initiatives as part of the customer experience program
• Support the Customer Experience Manager with Voice of the Customer programme including circulating reports, running weekly standups, and managing action logs
• Map the end-to-end 'as is' journey and workshop 'to be' state creating detailed maps of customer journeys to illustrate the customer's experience across various channels and touchpoints
• Analyse quantitative and qualitative data from NPS, customer interactions, survey feedback, and market research to identify trends and insights prior to mapping exercises
Key Skills and Qualifications:
• Minimum 3 years' experience in a customer experience/continuous improvement role
• Education to a degree level or highly relevant compensating work experience in the service industry
• Strategic thinking and the ability to align long-term strategies with business goals
• Proficiency in data-driven decision making using analytics to inform strategies
• Proven experience managing projects in a collaborative approach, working across business units, to drive results from conception to completion
Benefits:
• Annual leave entitlement starts at 22 days and increases with service level
• Additional paid days off, including Christmas Day and Good Friday
• Pension scheme with matching company contribution
• Private health insurance contributions
• Life assurance and income protection
• Employee assistance programme and confidential counselling services
• Professional development programmes and sponsorship opportunities
• Cycle to work scheme and free eye test every two years
• Subsidised canteen facilities and free car parking
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