At a Glance
- Tasks: Lead and enhance customer experiences for supporters, driving continuous improvement.
- Company: Join Macmillan, a passionate team dedicated to supporting people living with cancer.
- Benefits: Enjoy 25 days holiday, flexible working, and a matched pension scheme.
- Other info: Hybrid work model with excellent learning and development opportunities.
- Why this job: Make a real difference in people's lives while developing your career in a supportive environment.
- Qualifications: Proven experience in customer journey planning and team management.
The predicted salary is between 55000 - 61000 £ per year.
Permanent Full time (34.5 hours) – we are open to a conversation about how you work these hours.
Hybrid: Split between home and our London Office / Shipley Office / Glasgow office. Our Hybrid model for this role will mean 1 day per week in the office.
Salary Range: £55,000 - £61,000 – benefits and recognition.
About us: 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.
About the role: 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.
About you:
- 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.
What we can offer you:
- 25 days holiday plus flexible bank holiday options, increasing by 1 day every year of service up to 30 days.
- Pension matched up to 7.5%.
- 120+ learning and development offers, with access to external professional qualifications.
- 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.
Senior Customer Experience Manager in London employer: Macmillan Cancer Support
At Macmillan, we pride ourselves on being an exceptional employer, dedicated to fostering a supportive and inclusive work environment. With a strong focus on employee growth, we offer over 120 learning and development opportunities, flexible working patterns, and generous holiday allowances that increase with service. Our commitment to making a meaningful impact in the lives of those affected by cancer is matched by our dedication to empowering our team members to thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Experience Manager in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Macmillan on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by understanding Macmillan's values and mission. Think about how your experience aligns with their goals. Show them you're not just a fit for the role, but also for their culture!
✨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 it structured and impactful.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’re the perfect fit!
We think you need these skills to ace Senior Customer Experience Manager in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Senior Customer Experience Manager role. Highlight your experience in customer journey planning and service design, as well as any relevant achievements that align with our values at Macmillan.
Showcase Your Leadership Skills:As a line manager, it's crucial to demonstrate how you've built and empowered successful teams. Share specific examples of how you've inspired change and improved customer experiences through effective leadership.
Use Data to Your Advantage:We love seeing candidates who can turn data into actionable insights. Include examples of how you've used analytics to inform your strategies and improve customer service in your previous roles.
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. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Macmillan Cancer Support
✨Know Your Customer Journey
Make sure you understand the customer journey and how it applies to the role. Familiarise yourself with Macmillan's approach to customer experience, and be ready to discuss how you would enhance these journeys based on your past experiences.
✨Showcase Your Leadership Skills
As a Senior Customer Experience Manager, you'll need to demonstrate your line management experience. Prepare examples of how you've built successful teams and empowered them to deliver excellent customer service. Highlight your coaching and training methods.
✨Be Data-Driven
Macmillan values insight-driven strategies. Brush up on your experience with data analytics and be prepared to discuss how you've used data to inform decisions and improve customer experiences in previous roles.
✨Emphasise Stakeholder Engagement
This role requires navigating complex internal environments. Think of specific instances where you've influenced change or improved collaboration among stakeholders. Be ready to share your communication strategies and problem-solving techniques.
