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, and various employee perks.
- Other info: Be part of a passionate team committed to impactful change.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Experience in customer journey planning and line management required.
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 London employer: Macmillan Cancer Support
At Macmillan, we pride ourselves on being an exceptional employer dedicated to making a meaningful impact in the lives of those affected by cancer. Our inclusive work culture fosters collaboration and innovation, providing ample opportunities for professional growth and development. With flexible working patterns, a comprehensive benefits package, and a commitment to our core values, we empower our employees to thrive while delivering outstanding customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those already at Macmillan. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for interviews by practising common questions related to customer experience. Think about how your past experiences align with the role and be ready to share specific examples.
✨Tip Number 3
Show your passion for customer experience! During interviews, express your enthusiasm for 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 noticed and shows you’re serious about joining the team.
We think you need these skills to ace Customer Experience Manager in London
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 and empowered others!
Highlight Your Insight-Driven Approach:We’re all about understanding our customers better. Share any experiences where you’ve used data and analytics to inform your strategies. Show us how you’ve turned insights into actionable recommendations that improved customer experiences.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do 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 would improve experiences at Macmillan and be ready to share specific examples of your past successes in customer journey planning.
✨Showcase Your Leadership Skills
As a Customer Experience Manager, you'll need to demonstrate your line management experience. Prepare anecdotes that highlight how you've built empowered teams and inspired change. Be ready to discuss your approach to coaching and facilitating growth within your team.
✨Bring Data to Life
Familiarise yourself with how to turn data into actionable insights. Be prepared to discuss how you've used analytics in previous roles to drive improvements in customer experience. This will show that you can bridge the gap between data and strategy effectively.
✨Understand Their Values
Macmillan's values are crucial to their mission. Research these values and think about how they align with your own. During the interview, express how you embody these values in your work and how you plan to advocate for them within your team.
