At a Glance
- Tasks: Support the design of customer journeys and improve experiences for our customers.
- Company: Join SNG, a leading housing association making a difference in communities.
- Benefits: Competitive salary, career development, and a supportive team environment.
- Other info: Dynamic role with opportunities for personal growth and teamwork.
- Why this job: Make a real impact on customer experiences and drive positive change.
- 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
Disability Confident 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 Hampshire 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 be part of a dynamic team dedicated to enhancing customer journeys, with access to valuable resources and insights that empower you to make a real impact. Located across the vibrant regions of England, including London, SNG offers a supportive environment where your contributions are valued, and your career aspirations can flourish.
Contact Details:
SNG (Sovereign Network Group) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Officer in Hampshire
✨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, and be ready to share those stories!
✨Tip Number 3
Show off your analytical skills! Be prepared to discuss how you've used data to drive decisions in previous roles. Bring examples of how you’ve made recommendations based on insights to improve customer experiences.
✨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 Hampshire
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, like data analysis or journey mapping.
Showcase Your Passion:Let us see your enthusiasm for improving customer experiences! Share examples of how you've driven positive changes in previous roles, and don’t forget to mention any workshops or ideation sessions you’ve facilitated.
Be Data-Driven:Since this role involves making data-led recommendations, include any experience you have with data analysis or using tools like Power App. Show us how you’ve used data to identify pain points and improve customer journeys.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at SNG (Sovereign Network Group)
✨Know Your Customer Journey
Before the interview, take some time to familiarise yourself with customer journey mapping. Understand the key stages and pain points that customers typically experience. This will help you speak confidently about how you can contribute to improving these journeys.
✨Data-Driven Mindset
Brush up on your analytical skills! Be prepared to discuss how you've used data in previous roles to make recommendations for customer experience improvements. Think of specific examples where your insights led to positive changes.
✨Showcase Your Collaboration Skills
Since this role involves working closely with a team, be ready to share examples of how you've successfully collaborated with others in the past. Highlight any workshops or ideation sessions you've facilitated and the outcomes they produced.
✨Be Tech-Savvy
Familiarise yourself with tools like Power Apps and journey mapping software. If you have experience using similar technologies, mention it during the interview. Showing that you're comfortable with tech will demonstrate your ability to support the CX team effectively.
