Job description

Customer Experience (CX) Manager

Hybrid - South Manchester

Forward Role are working with a leading B2B financial services business committed to delivering exceptional service to their customers. With a focus on excellence and a customer-centric approach, they are expanding the team and seeking an experienced Customer Experience (CX) Manager. The ideal candidate will have experience supporting contact centres and digital led businesses.

As the CX Manager, you will play a pivotal role in shaping and enhancing the overall customer experience across all touchpoints. You will be responsible for developing and implementing strategies to elevate customer satisfaction, strengthen client relationships, and drive continuous improvement initiatives. The successful candidate will have a proven track record of implementing successful CX programs.

Role & Responsibilities:

• Customer Journey Mapping & Analysis – Analyse and optimize the end-to-end customer journey, identifying key touchpoints for improvement and utilising data-driven insights.
• Customer Feedback Management - Implement effective systems for gathering, analysing, and acting upon customer feedback to enhance service quality and satisfaction.
• E-Reputation - Monitor and manage the online reputation of the company, ensuring positive customer perceptions and addressing issues promptly.
• Issue Resolution - Lead efforts in resolving customer issues promptly and efficiently, collaborating with cross-functional teams to ensure timely solutions.
• Customer Research & Persona Development - Conduct thorough customer research to inform the development of customer personas and tailor experiences to diverse client needs.
• Root Cause Analysis- Utilise analytical skills to conduct root cause analyses of customer issues, implementing preventive measures to enhance overall customer satisfaction.
• Customer Satisfaction Metrics - Establish and monitor KPIs related to customer satisfaction, providing regular reports and actionable insights.
• Compliance & Ethics - Ensure all customer experience initiatives adhere to industry regulations, compliance standards, and ethical guidelines.

Skills & Experience:

• Previous experience working in a CX Manager role, leading on customer experience initiatives
• Understanding of contact centre operations and other customer journey touch points
• Strong analytical skills and the ability to translate data into actionable strategies
• Ability to collaborate and work in partnership across teams and manage stakeholders at all levels

Sound good? Please apply to this advert or get in touch with Sophie at Forward Role.

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