Customer Experience and Insight Manager

Title: Customer Experience and Insights ConsultantLocation: London (3 days p/w)ROLE PURPOSEWe are seeking a highly motivated and results-driven Customer Experience Consultant to support the Head of Customer in delivery of customer facing initiatives, working cross-functionally with internal teams to implement new processes, systems and policies designed to enhance customer experience and improve customer satisfaction and retention.KEY ACCOUNTABILITIESCollect and review customer feedback, identifying trends and insights to suggest improvements to the product, service, or processesMap as-is customer journeys and identify pain points and opportunities to feed into technology and business transformation roadmapsWork closely with other teams to share customer insights and ensure that customer needs are metSupport in the delivery of customer facing initiatives, helping define business requirements, develop user stories and manage stakeholdersBe a passionate advocate for customers and a customer centric approachKEY SKILLS, KNOWLEDGE, AND EXPERIENCEMinimum of 1-2 years in a customer service or customer experience role. Knowledge of customer satisfaction metrics (e.g., NPS, CSAT)Excellent verbal and written communication skills and confident in presenting and putting forward ideasStrong problem-solving skills, with the ability to think critically and offer effective solutionsHigh attention to detail to ensure accuracy and quality in all customer solutions and outcomesStrong time-management skills and ability to handle multiple tasks efficiently in a fast-paced environmentCollaborative and proactive, with the ability to work well in a team-oriented settingPrevious experience in Property sector is desirable but not essentialComfortable using customer service software, CRM tools, and other digital platforms to manage interactionSeniority level Mid-Senior levelEmployment type ContractJob function MarketingIndustries Retail

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