At a Glance
- Tasks: Design a future customer experience model and improve service delivery.
- Company: Join a forward-thinking organisation focused on customer-first strategies.
- Benefits: Flexible working, competitive pay, and the chance to shape customer experiences.
- Other info: Short-term project with significant impact and visibility across the organisation.
- Why this job: Make a real difference by transforming how customers interact with our services.
- Qualifications: Experience in customer experience design and organisational strategy required.
The predicted salary is between 36000 - 60000 £ per year.
We are seeking an experienced consultant to help us design the future customer experience model for our organisation. We have a clear ambition to become a genuinely customer-first organisation, placing customer insight, experience, and outcomes at the heart of how we design services, products, and delivery.
Customer experience activity currently exists across multiple teams and touchpoints. We are now looking to define a coherent, organisation-wide approach, supported by a dedicated customer experience function with clear mandate, capability, and measurable impact.
We are inviting proposals from organisations with proven experience in:
- Designing customer experience operating models
- Embedding customer-led ways of working across complex organisations
- Translating customer experience strategy into practical organisational design
- Defining customer experience governance, capability, and measurement frameworks
The successful partner will work with senior stakeholders to assess our current position and design a clear, implementable future-state customer experience model, including structure, capabilities, technology considerations, and delivery roadmap.
Scope
- Audit existing customer experience structures, workflows, and fragmented activities across the Group.
- Define the future-state model, including core competencies, headcount, and reporting lines.
- Evaluate and recommend the essential technology stack and performance KPIs.
- Develop a phased roadmap identifying quick wins and critical path dependencies.
Key Outputs
- Current state vs. industry benchmarks.
- Team structure, functional roles, and skills requirements.
- Recommended technology and operating processes.
- A prioritised implementation schedule.
Project duration 4–6 weeks
Expected start: March/April 2026
Customer Experience Consultant (outside IR35) in Manchester employer: British Cycling UK
As a Customer Experience Consultant with us, you will be part of a forward-thinking organisation dedicated to placing customer insight at the forefront of our services. We foster a collaborative work culture that values innovation and empowers employees to grow through meaningful projects and professional development opportunities. Located in a vibrant area, we offer a dynamic environment where your contributions will directly shape our customer experience strategy and make a tangible impact.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Consultant (outside IR35) in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at British Cycling UK. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like British Cycling UK before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Consultant (outside IR35) in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to British Cycling UK:Your cover letter is your chance to shine! Tell us why you want to work at British Cycling UK specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at British Cycling UK!
How to prepare for a job interview at British Cycling UK
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
