At a Glance
- Tasks: Lead a team to enhance customer experiences and drive continuous improvement.
- Company: Join Macmillan, a charity dedicated to supporting people living with cancer.
- Benefits: Flexible working hours, holiday buying scheme, life insurance, and retail discounts.
- Other info: Be part of a passionate team committed to excellence and innovation.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Experience in customer journey planning, line management, and strategy development.
The predicted salary is between 40000 - 50000 £ per year.
Reporting to the Head of Customer Experience, you will champion and improve the experiences of our supporters, one of our core external audiences. You will lead a team and have overall responsibility for customer experience planning and measurement, ensuring we best meet customer needs and our charitable objectives.
You'll work with our insight team to build understanding of customers and audience segments, especially the needs of diverse communities and priority audiences. You'll map the customer journeys and experiences across Macmillan, identifying how we can better meet customer needs, drive income and deliver excellent experiences.
You'll use this insight to develop strategies that drive continuous improvement and draw on your outstanding stakeholder skills to influence change and inspire teams to deliver excellent experiences for our customers. As an experienced, inclusive line manager, you will role-model the Macmillan behaviours and be a true advocate of our values, showing heart, strength and ambition for the team and our customers.
The successful candidate will demonstrate:
- Excellent customer journey planning and service design experience, across multiple channels and touchpoints
- Excellent line management experience, with evidence of building committed, empowered and successful teams
- Experience of developing strategies for improving the customer experience including retention methodologies and measuring effectiveness
- Experience navigating complex internal stakeholder environments, using exceptional influence and communications skills, and solid problem-solving to best meet customer needs, find solutions and drive culture change
- Significant understanding of how to deliver exceptional branded experiences and improving customer service
- Experience of briefing complex insight work and working with data and analytics to turn information into insight and insight into recommendations
- Experience of facilitation/training/coaching
At Macmillan you'll find talented people working together to do whatever it takes to support people living with cancer. We're going all out to find even better ways to help even more people who need our support. Our values are at the heart of who we are and everything we do, inspiring our thinking and guiding our actions.
Flexible working patterns, such as compressed hours, flexibility to work earlier or later around our core working hours of 10am-4pm. Holiday buying and selling scheme, life insurance, free wills, retail discounts and much more.
Customer Experience Manager in City of Westminster employer: Macmillan Cancer Support
At Macmillan, we pride ourselves on being an exceptional employer dedicated to supporting our employees' growth and well-being. Our inclusive work culture fosters collaboration and innovation, allowing you to make a meaningful impact in the lives of those affected by cancer. With flexible working patterns, a comprehensive benefits package, and a commitment to professional development, you'll find a rewarding environment where your contributions are valued and celebrated.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager in City of Westminster
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at Macmillan or similar organisations. A friendly chat can open doors and give you insights that might just help you stand out.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer experience management. Think about how your past experiences align with the job description and be ready to share specific examples that showcase your skills.
✨Tip Number 3
Show your passion for customer experience! During interviews, let your enthusiasm shine through. Talk about why you care about improving customer journeys and how you can contribute to Macmillan's mission.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team and making a difference.
We think you need these skills to ace Customer Experience Manager in City of Westminster
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer journey planning and service design. We want to see how your skills align with our mission at Macmillan, so don’t hold back on showcasing your relevant achievements!
Showcase Your Leadership Skills:As a Customer Experience Manager, you'll be leading a team. Use your application to demonstrate your line management experience and how you've built successful teams in the past. We love to see examples of how you've inspired others and driven change!
Highlight Your Analytical Mindset:We’re keen on candidates who can turn data into actionable insights. In your application, mention any experience you have with analytics and how you've used this to improve customer experiences. Show us how you’ve made data-driven decisions in previous roles!
Apply Through Our Website:We encourage you to apply directly through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen to join our team at Macmillan!
How to prepare for a job interview at Macmillan Cancer Support
✨Know Your Customer Journey
Before the interview, take some time to map out the customer journey as it relates to the role. Think about how you can improve experiences at each touchpoint and be ready to discuss specific strategies you've used in the past. This will show your understanding of the importance of customer experience planning.
✨Showcase Your Leadership Skills
As a Customer Experience Manager, you'll need to lead a team effectively. Prepare examples of how you've built committed and empowered teams in previous roles. Highlight your line management experience and how you've inspired others to deliver excellent customer experiences.
✨Be Data-Driven
Familiarise yourself with how data and analytics can inform customer experience strategies. Be prepared to discuss how you've used insights to drive improvements in the past. This will demonstrate your ability to turn information into actionable recommendations, which is crucial for this role.
✨Communicate with Impact
Exceptional communication skills are key in navigating complex stakeholder environments. Practice articulating your ideas clearly and confidently. Think about how you can influence change and inspire teams through your communication style, and be ready to share examples of when you've done this successfully.
