Customer Experience Manager

Job Type Marketing & Communications
Region London
Location Victoria
Preferred Hours Full Time
Partnership Level
06
This role is at Partnership Level 6 and includes entitlement to the following additional benefits:
  • Invitation to join the AXA Private Medical Insurance scheme
  • 5 weeks holiday
Further details will be provided at interview and upon successful offer
Closing Date 24/3/2019
Vacancy Type
Permanent
Salary £50,000 - £75,000K
Salary Frequency per annum
Hours of Work
35 hrs Monday to Friday
Flexible working will be considered

Duties & Responsibilities

Do you want to be a fundamental part of our exciting future journeys to build the best experience for our customers?

John Lewis & Partners are looking for enthusiastic candidates to join the team as a Customer Experience Managers, we are looking a self motivated, collaborative, pragmatically candidates whose main focus is the customer and is excited about driving and managing improvements.

As the Customer Experience Manager you will drives the Customer Experience excellence across all key customer touch points and leads the reinvention of our business to achieve JL&P strategic goals. Drive ambition, associated CX standards and assuring the delivery of propositions to JL&P branches and other channels in a timely manner.

Job Requirements

SET CUSTOMER EXPERIENCE AMBITION
Contributes to defining the CX ambition for agreed area of focus
Supports defining who the target customer is
Supports defining priority touch points and moments of truth using Customer/Market/Partner insight

DRIVES EXPERIENCE DESIGN, IMPROVEMENT & STANDARDS
Works collaboratively to create case(s) for change within the stated ambition
Contributes to setting of the E2E CX ambition (vs existing), e.g. using customer journey mapping to identify where and how to deliver most value to customers

STAKEHOLDER MANAGEMENT/INFLUENCE
Owns/manages stakeholder relationships in order to deliver the best CX outcomes in agreed areas of focus
Represents the customer view in all relevant forums
Proposes key CX metrics/works with Insight to assess impact of activity

CUSTOMER CENTRICITY
Applies customer-centric thinking/methodologies to all activities, drawing upon customer insight to drive decision-making and prioritisation within the CX team, and influence stakeholders outside of the team

Flexible working is welcomed and encouraged. All roles can be flexible - it is not the where, when or how you fulfil your role that is important to us, it is the contribution you make to our business as a Partner

**Full Job Description Attached**

Required essential experience skills and qualifications

Customer centricity (including use of customer experience tools and techniques and CX facilitation)
Stakeholder management
Synthesize complex information (Customer, Market, Partner, Commercial)
Problem solving and Innovative thinking
Strategic planning and coordination
Risk Management
Coaching and support

Required desirable experience skills and qualifications

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