At a Glance
- Tasks: Lead customer experience strategy and drive impactful improvements in bus franchising.
- Company: Join a forward-thinking organisation committed to enhancing public transport.
- Benefits: Generous pension, 28 days leave, gym discounts, and tech financing options.
- Other info: Flexible working arrangements and commitment to equal opportunities.
- Why this job: Make a real difference in customer experience while shaping the future of public transport.
- Qualifications: Proven experience in customer experience strategy and effective leadership.
The predicted salary is between 55000 - 65000 £ per year.
What you will be doing:
- Provide customer experience expertise, insight and challenge to the Bus Franchising programme and workstreams.
- Support the Bus Reform Director to ensure customer commitments are a key part of decision making at all important milestones of the programme.
- Ensure the WMCA delivers a clear and financially sustainable integrated customer proposition for the delivery of bus franchising.
- Engage and support operational teams to embed customer commitments across each Franchise tranche.
- Work closely with other accountable leads in the customer workstream, ensure that insight is commissioned, used and embedded in a strategic way.
- Support the delivery of a relevant and effective public engagement throughout the phased approach to bus franchising.
What’s essential:
- Strong track record of achieving growth through the delivery of customer experience improvements.
- Successful experience of developing customer experience strategies.
- Success in leading effective multi-partner engagement in an organisation with complex governance.
- Strong track record of developing collaborative and productive partnerships.
- Successful experience of driving customer focused and innovative service quality improvements utilising comprehensive data, customer insight and technological transformation.
- Engaging and impactful leadership skills.
- Educated to degree level or with equivalent levels of experience.
Location:
The location for this role is 16 Summer Lane with at least 2 days a week spent in the office.
Salary and benefits:
- Local Government Pension Scheme – one of the most generous pension schemes in the UK.
- Shared Cost Additional Voluntary Contribution scheme where you can build an additional pot of money alongside your pension with contributions exempt from Income Tax and National Insurance contributions (NICs).
- 28 days paid annual leave (with an option to purchase more) + Statutory days.
- Discounted gym membership, will writing, and mortgage advice.
- An option to buy a bicycle, including e-bikes and adapted pedal cycles, at a discounted rate.
- 3 days of paid leave each year to volunteer.
- Interest‑free financing through SmartTech to buy the latest technology.
- Discounted shopping with over 2,000 big‑name retailers, and more.
- You can now also obtain a Costco membership through the WMCA.
- Boundless unlocks unlimited entry to top‑rated UK attractions and loads of extra benefits and discounts.
- Eye Care Scheme, offering a free eye test and a financial contribution towards your glasses.
Equal Opportunities:
We are a Ban the Box employer – we do not ask about criminal convictions at the initial application stage, and only ask after an offer is made as part of our onboarding checks, which helps remove barriers for people with past convictions. We are a Disability Confident Employer with ‘Leader’ status, committed to interviewing applicants with disabilities who meet all the essential role criteria. We gladly consider part‑time, flexible, and job share arrangements, so please don’t let these factors deter you from applying.
Right to Work in the UK:
Proof of Right to Work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed. Non‑UK applicants (excluding Ireland) would be required to hold a relevant Visa from the UK Visas and Immigration (UKVI).
Head of Customer Experience Strategy in Birmingham employer: West Midlands Combined Authority
As the Head of Customer Experience Strategy at WMCA, you will join a forward-thinking organisation dedicated to enhancing public transport through innovative customer engagement. With a strong commitment to employee well-being, we offer an extensive benefits package, including a generous pension scheme, ample annual leave, and opportunities for professional growth in a collaborative work environment. Our inclusive culture prioritises equal opportunities, ensuring that all employees can thrive while making a meaningful impact on the community.
Contact Details:
West Midlands Combined Authority Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Experience Strategy in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at West Midlands Combined Authority. 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 West Midlands Combined Authority 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 Head of Customer Experience Strategy in Birmingham
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 West Midlands Combined Authority:Your cover letter is your chance to shine! Tell us why you want to work at West Midlands Combined Authority 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 West Midlands Combined Authority!
How to prepare for a job interview at West Midlands Combined Authority
✨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.
