Your new company

Hays are working with an established organisation in the Milton Keynes area who have a great interim opportunity initially for 6 months for an Experienced Customer Experience Specialist.

Your new role

The main function of the role is to deliver Customer Experience and Engagement Strategies, generating customer feedback to reduce complaints and inform co-creation of policies, standards and activities to achieve amazing services for our customers and excellent levels of customer satisfaction. This is a great opportunity to be part of a project team delivering robust customer journey mapping and stakeholder project management.

Key Responsibilities:

• Support delivery of the Customer Experience Strategy priorities and business commitments, ensuring agreed benefits are delivered on time and in budget.
• Delivery of the Customer Engagement Strategy.
• Support customer events and other customer insight activities as required.
• Ensure meaningful complaints data forms a key component of customer insight to direct service improvements.
• Undertake root cause analysis to deliver final fixes to improve services and reduce complaints.
• Plan, initiate, develop and support activities and interventions to reinforce customer centricity in the culture.
• Support implementation of change projects emanating from customer insight and complaints.
• Utilisation of customer insight to inform and drive service improvement.
• Build effective working relationships across the business that, ensure effective utilisation of customer feedback information and reports.
• Apply robust data protection controls at all times.

What you'll need to succeed

The ideal candidate for the role will have experience in Customer Experience / Service Design, knowledge of customer journey mapping, an accomplished project manager who can develop strategy and work with internal and external stakeholders. Able to use customer insights and facilitate a good understanding of issues raised and journey mapping. This is a technical role, so digital knowledge is essential, report writing and presenting will be a large requirement for the role. There will be occasional travel to sites in London and Manchester to present to stakeholders.

What you'll get in return

This is a great opportunity to be part of an established business, a 6 month interim position, offering a competitive salary, hybrid working.

What you need to do now

If you have the relevant experience for the position please apply via the link

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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