At a Glance
- Tasks: Lead the charge in enhancing customer experiences and tackling pain points across the journey.
- Company: Join a global leader in premium automotive manufacturing committed to innovation and sustainability.
- Benefits: Enjoy competitive pay, up to 35 days annual leave, hybrid working, and free on-site parking.
- Why this job: Be part of a dynamic team shaping the future of mobility with a focus on customer satisfaction.
- Qualifications: 5+ years in customer journey roles; expertise in contact centre operations and collaboration skills required.
- Other info: Diversity and inclusion are at the heart of our culture, promoting a vibrant workplace for all.
The predicted salary is between 48000 - 72000 £ per year.
Hays are delighted to be working with our global client, one of the world’s most successful premium manufacturers of cars, motorcycles, and provider of premium services. Our client demonstrates a commitment to innovation, sustainability, and product responsibility all the way from development to production. Their aim is to play a dynamic and innovative role in shaping the face of mobility. Our client highly values each and every person; their passion, commitment, uniqueness and contribution to shaping the future success of their business.
About the job:
We are recruiting for a Customer Experience Innovation Manager to join our client on a temporary assignment. This role is quite heavily focused on identifying the main pain points within a contact centre, customer surveys, CIC, complaints department, analysing these and putting improvement plans in place. The person will be looking at the end-to-end customer journey, collaborating with different teams to put fixes in place and looking at the contact centre landscape, customer strategy and operations.
The opportunity
- Responsibility
- Develop and define the End-to-End Customer journey to develop Customer Insight and ensure customer pain points can be regularly gathered from all touchpoints, assessed, and fed back into Customer Experience Planning processes for action.
- Proactively gather intelligence on digital trends to influence change.
- Forward thinking: Able to identify opportunities, consider concepts and deliver tasks to ensure pilot and implementation success.
- Manage customer measures which enhance premium customer experiences, eradicate pain points and promote those that are financially sustainable for the Group and Retail Organisations.
- Act as point of contact for new customer initiatives being developed by central teams and act as SME for the business in customer projects.
- Identify actions and propose decisions to be presented to decision boards in the UK and AG.
Key accountabilities of the function
- Obtain and share customer insight to drive change
- Create, maintain and share customer journeys, showing customer pain points across all touchpoints
- Share and promote change to reduce/remove customer pain points
What will you bring to the global premium automotive brand:
- Skills and Experience
- Customer Journey Expertise: Proven experience in mapping and enhancing customer journeys to improve satisfaction and retention.
- Contact Centre Operations: In-depth knowledge of contact centre landscapes, including operational strategies, technologies, and performance metrics.
- Industry Experience: Preferred: Experience in manufacturing. Desirable: Background in luxury goods or premium customer service.
- Collaboration: Strong ability to work collaboratively with cross-functional teams to achieve common goals.
- Communication: Excellent verbal and written communication skills, with the ability to convey complex information clearly and effectively.
- Problem-Solving: Demonstrated ability to identify issues, analyse data, and develop effective solutions.
- Experience: Minimum of 5 years in a relevant role.
How will we support you:
The business's core values are integral to their corporate culture and guide their actions and decisions. These values include:
- Openness – Embracing change and new opportunities, learning from mistakes and acting with integrity.
- Responsibility – Making consistent decisions and committing to them personally, fostering trust and effective teamwork.
- Appreciation – Reflecting on actions, respecting each other, offering clear feedback and celebrating success.
- Transparency – Acknowledging concerns and identifying inconsistencies constructively.
- Trust – Relying on each other to act swiftly and achieve goals.
- Diversity – Valuing diverse backgrounds and experiences to enhance innovation and competitiveness.
Compensation
We offer a competitive hourly wage plus an annual performance-related bonus. You will receive a generous annual leave of up to 35 days, which is inclusive of bank holidays. There’s free on-site parking available, and you’ll have access to a subsidised restaurant. We offer hybrid working where employees split their time between working remotely (often from home) and working in the office.
Diversity, Equity and Inclusion
The equality, diversity, and inclusion policy is centred around creating a diverse and inclusive work environment that values and respects differences. The company promotes diversity through various initiatives and has integrated diversity, equity, and inclusion into its HR strategy. Key aspects of the policy include:
- Promoting equal opportunities in recruitment and personnel development.
- Ensuring protection against discrimination and fostering respect in everyday business.
- Encouraging a diverse workforce to enhance competitiveness, effectiveness and innovation.
- Supporting five dimensions of diversity: gender, age and experience, physical and mental abilities, sexual orientation, identity and cultural background.
Customer Experience Innovation Manager employer: Hays
Contact Detail:
Hays Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Innovation Manager
✨Tip Number 1
Familiarise yourself with the latest trends in customer experience and contact centre operations. Understanding current innovations and technologies will help you speak confidently about how you can enhance customer journeys during interviews.
✨Tip Number 2
Network with professionals in the automotive and luxury goods sectors. Engaging with industry experts can provide valuable insights and potentially lead to referrals, which can significantly boost your chances of landing the job.
✨Tip Number 3
Prepare specific examples of how you've successfully identified and resolved customer pain points in previous roles. Being able to demonstrate your problem-solving skills with real-life scenarios will make you stand out as a candidate.
✨Tip Number 4
Showcase your collaborative skills by discussing past experiences where you worked with cross-functional teams. Highlighting your ability to communicate effectively and drive change will resonate well with the hiring managers.
We think you need these skills to ace Customer Experience Innovation Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer journey mapping and contact centre operations. Use specific examples that demonstrate your ability to enhance customer satisfaction and retention.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer experience innovation. Mention how your skills align with the company's values of openness, responsibility, and collaboration, and provide examples of how you've successfully identified and resolved customer pain points in the past.
Showcase Problem-Solving Skills: In your application, emphasise your problem-solving abilities. Provide concrete examples of how you've analysed data to identify issues and implemented effective solutions in previous roles, particularly in customer service or contact centre environments.
Highlight Industry Knowledge: If you have experience in manufacturing or luxury goods, make sure to highlight this in your application. Discuss how this background can contribute to understanding the unique challenges and opportunities within the premium automotive sector.
How to prepare for a job interview at Hays
✨Understand the Customer Journey
Make sure you have a solid grasp of customer journey mapping. Be prepared to discuss how you've previously identified pain points and implemented solutions to enhance customer satisfaction.
✨Showcase Your Collaboration Skills
This role requires working with various teams, so highlight your experience in cross-functional collaboration. Share specific examples of how you've successfully worked with others to achieve common goals.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss real-life scenarios where you've identified issues, analysed data, and developed effective solutions. This will showcase your analytical skills and ability to drive change.
✨Familiarise Yourself with Industry Trends
Stay updated on digital trends and innovations in customer experience, especially within the automotive sector. Being knowledgeable about current industry practices will demonstrate your proactive approach and forward-thinking mindset.