At a Glance
- Tasks: Support the design of customer journeys and improve experiences for SNG customers.
- Company: Join SNG, a leading housing association making a difference in communities.
- Benefits: Gain valuable experience, develop skills, and contribute to meaningful projects.
- Other info: Dynamic role with opportunities for personal growth and collaboration.
- Why this job: Be part of a team that drives positive change in customer experiences.
- Qualifications: Experience in customer service and a passion for improving customer journeys.
The predicted salary is between 30000 - 40000 £ per year.
Working closely with the Customer Experience Manager and a team of Customer Experience Specialists, you'll support the design of customer journeys and continuous improvement activity. This role is pivotal in ensuring the team have the tools, data and insights available, to allow us to deliver exceptional experiences to our customers. The role will be integral to the design of customer experiences which deliver value for SNG customers, and surface the interventions required to deliver positive experiences.
Responsibilities
- Facilitation of workshops and ideation sessions with colleagues/customers, to map individual customer journeys
- Making robust data‑led recommendations for customer experience improvements, to remove pain points within a journey
- Acting as the subject matter expert in the CX Team on the use of Power App for Customer Impact Assessments, Journey Analytics and journey mapping tooling
- Providing support to the CX Specialists and Head of CX, to source and collate data and insight as a key input to journey design, measurement and improvement
- Acting as a publisher for all content relating to the CX Team
- Ownership of the CX Team collateral, ensuring it is relevant, up to date and accessible at all times to those who require it
- Maintenance of an up‑to‑date customer journey catalogue, through regular and timely dialogue with the wider CX Team
- Establish and maintain own effectiveness by developing working relationships with all stakeholders
Qualifications
- You’ll have experience working in a Customer Experience or Customer Service role and want to further develop your career.
- You’re focused on driving improvements in customer experience and always have an eye on the customer perspective.
- You speak confidently and credibly on behalf of customers and always drive the customer agenda forward.
- A housing background is not essential.
- Is experienced in working in a customer focused role
- Demonstrates good analytical skills and an ability to source and collate data for both self and colleagues to drive decision making
- Achieves positive outcomes through effective stakeholder engagement
- Ability to build individual and team credibility through positive behaviours, in-depth knowledge and relevant skills
- Is tenacious in their approach to driving customer experience and is proactive with a positive mindset
- Impressive time and task prioritisation skills
- Is a confident, articulate presenter, both verbal and written, who can build effective working relationships at all levels
- Shows an ability to work with technology to support the delivery of an exceptional customer experience.
- You’re curious how things work and want to proactively support the wider CX team
- Willing to learn and self‑develop within the team
- Is a proven team player, who will proactively support other colleagues
Company
SNG (Sovereign Network Group) is one of the largest housing associations in England. We provide over 85,000 homes and invest in communities across the South, West and East of England, including London, as well as creating thousands of new affordable homes every year.
Customer Experience Officer in Basingstoke employer: SNG (Sovereign Network Group)
SNG is an exceptional employer that prioritises employee growth and development within a collaborative and innovative work culture. As a Customer Experience Officer, you'll have the opportunity to make a meaningful impact on customer journeys while benefiting from a supportive environment that values your insights and contributions. With a commitment to continuous improvement and a focus on community investment, SNG offers a rewarding career path in one of England's largest housing associations.
Contact Details:
SNG (Sovereign Network Group) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Officer in Basingstoke
✨Tip Number 1
Network like a pro! Reach out to current employees at SNG on LinkedIn or through mutual connections. Ask them about their experiences and any tips they might have for landing the Customer Experience Officer role.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer experience. Think about specific examples from your past roles where you improved customer journeys or resolved issues, as these will showcase your skills effectively.
✨Tip Number 3
Show off your analytical skills! Be ready to discuss how you've used data to drive decisions in previous roles. This will resonate well with the team at SNG, who value data-led recommendations.
✨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 genuinely interested in joining the SNG team.
We think you need these skills to ace Customer Experience Officer in Basingstoke
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Experience Officer role. Highlight your relevant experience in customer service and any specific skills that align with the job description. We want to see how you can bring value to our team!
Showcase Your Analytical Skills:Since this role involves making data-led recommendations, don’t forget to mention any experience you have with data analysis or journey mapping. We love candidates who can demonstrate their ability to use data to drive improvements in customer experience.
Be Personable and Engaging:Your written application should reflect your personality! Use a friendly tone and make it engaging. We’re looking for someone who can build effective working relationships, so let your communication skills shine through in your writing.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role and our company there!
How to prepare for a job interview at SNG (Sovereign Network Group)
✨Know Your Customer Journeys
Before the interview, take some time to familiarise yourself with common customer journey mapping techniques. Be ready to discuss how you would approach mapping individual customer journeys and what tools you might use. This shows that you’re proactive and understand the core responsibilities of the role.
✨Data-Driven Mindset
Brush up on your analytical skills! Be prepared to talk about how you've used data in previous roles to make recommendations for improving customer experiences. Think of specific examples where your insights led to positive outcomes, as this will demonstrate your ability to drive improvements.
✨Engage Stakeholders Effectively
Since stakeholder engagement is key, think of ways you've successfully collaborated with others in past roles. Prepare to share stories that highlight your communication skills and how you’ve built credibility with colleagues and customers alike. This will show that you can foster strong working relationships.
✨Show Your Curiosity
Express your eagerness to learn and grow within the team. Share examples of how you've proactively sought out new knowledge or skills in previous positions. This will resonate well, as the company values a curious mindset and a willingness to support the wider CX team.
