At a Glance
- Tasks: Lead the transformation of customer experience using AI and data-driven insights.
- Company: Join Orbit Mobile, a pioneering travel connectivity business.
- Benefits: Enjoy autonomy, ownership, and the chance to shape global customer experiences.
- Other info: Opportunity to work cross-functionally and drive impactful changes.
- Why this job: Be at the forefront of creating intuitive, proactive customer journeys.
- Qualifications: Experience in digital customer experience and a passion for AI and automation.
The predicted salary is between 60000 - 80000 £ per year.
We’re looking for a hands-on Digital Customer Experience Manager to help build the future customer experience at Orbit Mobile. This is not a traditional contact centre management role. Customer support is part of the role, but the priority is to create a customer experience so simple, intuitive and proactive that customers need less support in the first place. You will own and improve the end-to-end customer journey across app, website, purchase, onboarding, activation, self-service, customer support, refunds, retention and repeat purchase. You will use data, AI, automation and customer insight to identify friction, improve conversion, reduce avoidable contacts and create a better experience for global travellers.
Key Responsibilities:
- Own the end-to-end digital customer journey across discovery, purchase, onboarding, activation, usage, support, refunds, retention and repeat purchase.
- Identify friction points across the app, website, support flows, customer communications and product journeys.
- Build a clear CX improvement roadmap based on customer data, customer feedback, commercial priorities and best practice from across industries.
- Help Orbit Mobile create a customer experience that is simple, proactive, personalised and low-touch.
- Improve funnel conversion by identifying where customers get confused, drop off, contact support, fail to activate or request refunds.
- Use AI, automation and self-service to reduce avoidable support demand and improve customer outcomes.
- Own key customer experience and support metrics, including CSAT, NPS, contact rate, first response time, resolution time, refund rate, repeat contact, activation failure, churn and repeat purchase.
- Manage the performance of our outsourced support team across ticket handling, live chat, email and other support channels.
- Build and maintain a strong knowledge base for customers, agents and AI tools.
- Act as the voice of the customer across Orbit Mobile.
What We’re Looking For:
- Strong experience in digital customer experience, customer operations, customer journey or digital support roles.
- Proven experience using AI, automation or digital tools to improve customer operations or customer experience.
- Strong contact centre or support operations background, including outsourced or 24/7 support environments.
- Strong data and insight capability.
- Hands-on experience with Freshdesk, Zendesk, Intercom or similar customer platforms.
- Builder mindset.
- Ability to work cross-functionally with product, technology, marketing, commercial, data and outsourced teams.
- Strong communication skills, with the ability to turn data and customer insight into clear recommendations.
Why join Orbit Mobile?
Orbit Mobile is building a new kind of travel connectivity business. We are moving beyond traditional roaming and building a smarter, more personalised customer experience for global travellers. This is a rare opportunity to shape the customer experience from the ground up. You will have ownership, autonomy and the chance to build something that can scale globally.
Customer Experience Manager in Leicester employer: Orbit Mobile Travel eSIM
At Orbit Mobile, we pride ourselves on fostering a dynamic and innovative work culture that empowers our employees to take ownership of their roles. As a Customer Experience Manager, you will have the unique opportunity to shape the future of customer interactions in the travel connectivity sector, utilising cutting-edge AI and data-driven insights. With a strong focus on personal and professional growth, we offer a collaborative environment where your contributions directly impact our mission to create seamless experiences for global travellers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager in Leicester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Orbit Mobile Travel eSIM. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Orbit Mobile Travel eSIM before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Manager in Leicester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Orbit Mobile Travel eSIM:Your cover letter is your chance to shine! Tell us why you want to work at Orbit Mobile Travel eSIM specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Orbit Mobile Travel eSIM!
How to prepare for a job interview at Orbit Mobile Travel eSIM
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
