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: Enjoy flexible working, holiday schemes, life insurance, and retail discounts.
- Other info: Be part of a passionate team committed to innovation and excellence.
- 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 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 continuous improvement, 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
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand their mission and how your experience aligns with their goals. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've improved customer experiences in the past. Use the STAR method (Situation, Task, Action, Result) to keep your answers clear and impactful.
✨Tip Number 4
Don’t forget to follow up after interviews! A simple thank-you email can go a long way in showing your enthusiasm for the role and keeping you top of mind for the hiring team. And remember, apply through our website for the best chance!
We think you need these skills to ace Customer Experience Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Experience Manager role. Highlight your experience in customer journey planning and service design, as well as any relevant strategies you've developed to improve customer experiences.
Showcase Your Leadership Skills:We want to see your line management experience shine through! Share examples of how you've built successful teams and empowered them to deliver excellent customer experiences. Don't forget to mention any training or coaching you've provided.
Use Data to Your Advantage:Since this role involves working with insights and analytics, be sure to include any experience you have in turning data into actionable recommendations. Show us how you've used insights to drive improvements in customer service and engagement.
Be Authentic and Reflect Our Values:At StudySmarter, we value authenticity and a genuine passion for helping others. Make sure your application reflects our values and your commitment to supporting diverse communities. We want to see your heart, strength, and ambition come through!
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 shows that you understand the importance of customer experience and are proactive in your approach.
✨Showcase Your Team Leadership Skills
Prepare examples of how you've successfully managed teams in the past. Highlight your line management experience and how you've empowered your team to deliver excellent customer experiences. Be ready to discuss how you role-model values and behaviours that align with the company's mission.
✨Bring Data to Life
Familiarise yourself with data analytics and how it can inform customer experience strategies. Be prepared to discuss how you've turned insights into actionable recommendations in previous roles. This will demonstrate your ability to use data effectively to drive improvements.
✨Master Stakeholder Engagement
Think about your experiences navigating complex stakeholder environments. Prepare to share examples of how you've influenced change and communicated effectively with various teams. This will show that you have the exceptional communication skills needed to thrive in this role.
