Senior Customer Experience Executive

Senior Customer Experience Executive

Location:
Haywards Heath
Salary:
Competitive
Department:
Commercial & Marketing
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We’re on the hunt for a talented Senior Customer Experience Executive to join our Commercial & Marketing team in Haywards Heath, West Sussex.

You’ll be responsible for helping to bring our customers’ views – no matter how big or small – into the conversation, across all areas of the business to ensure they’re heard.

You won’t be limited to looking at one element of the product or one channel of communication, as our customers have thoughts on all parts of the experience we provide. It’ll be your job to connect the dots and ensure we live up to our brand promise that we give to every customer.

You’ll be a key part of shaping the new target customer experience and embedding it into our organisation; a customer champion in everything you do, a true voice of the customer, who can see the enormous potential that there is in aligning what we do and how we do it, with the ‘Think Customer’ approach.
 
Job responsibilities
 
  • Consider how the end-to-end customer touchpoints across a wide variety of journeys can be improved to more effectively meet and exceed customer expectations
  • Work closely with other members of the business to review current processes and promote customer-centricity
  • Be the customer champion to help make it easier for everyone to see why our processes should meet our target customer experience
  • Put feedback processes in place to effectively measure customer experience through ‘Voice of the Customer’
  • Share insightful customer research and help to drive engagement around the business that promotes good performance through better quality service
  • Support the changing landscape of customer communication with a keen eye for detail and customer empathy that enables a consistent and fully effective communications suite
  • Keep a firm grip on customer communication changes related to projects across the business to ensure consistency of brand guidelines, tone of voice and version control
  • Ensure the upkeep and adherence to our customer metrics that enables effective monitoring of the process against the target experience
  • Be responsible for getting maximum benefits from our customer loyalty programme, ensuring messaging is aligned to our target customer experience and that there’s a quantifiable benefit to customers and the business
  • Involvement in projects where relevant, coordinating changes to customer communication

Skills, knowledge & experience
 
  • Experience within this field is required (e.g. journey mapping and customer improvement)
  • Solid understanding of customer experience best practice
  • Experience in coordinating or supporting large-scale change is desirable, but attitude and enthusiasm is key
  • Thorough understanding and experience of putting the customer journey into practice
  • Exposure to senior leaders within organisations in terms of presenting and pitching
  • Self-starter and motivated to push forward initiatives and improvements to the customer journey
  • Proactive problem-solving skills
  • Passionate about putting the customer at the centre of our activity
  • Professional approach to challenging existing status quo
 
What can we do for you? 

We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer…

Employee benefit packages to suit your lifestyle, including a company pension scheme, group life assurance, enhanced maternity and paternity pay, professional subscription fees, the opportunity to buy additional holiday, health cash plan, help with travel expenses and the opportunity to take a paid day off each year to do charity work.

Employee wellbeing is high on the agenda here too. We provide a weekly free fruit delivery, discounted membership at a local health club and access to an Employee Assistance Programme, which promotes physical and emotional wellbeing at work and at home. In addition, we provide wellbeing events throughout the year to support physical and mental health.

For further information on what we can offer and to learn more about this role, feel free to contact our dedicated Recruitment team.
 
If you’d like to work for an award-winning employer in a fast-paced environment, apply now!

We’ve received some great feedback from employees on Glassdoor. Don’t believe us? Check out our reviews for yourself!

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glassdoor

75% of people would recommend a friend to work at First Central

Based on 93 Glassdoor reviews (April 2020)

Benefits

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Flexible working

We support colleagues who wish to work flexibly whilst meeting the needs of the business.

Get your birthday off

We give you an extra day off to celebrate your special day.

Holiday Extra

Not only do you get a generous holiday entitlement, you can also buy additional leave.

Volunteering

Get a day off each year to take part in volunteering activities.

Health cash plan

Claim money back on your healthcare costs, such as dental check-ups and eye tests.

Season ticket loan

We provide interest-free loans to cover the cost of season tickets for rail, bus or car parking.