Customer Experience Manager

Customer Experience Manager

Salary 35,000 per year

Purpose of the role:

Capita are the UK’s largest business process outsourcer. This role is to be dedicated within a service for one of our largest clients, Telefonica UK (O2). The role sits within a wider Customer Success Team who has an immediate requirement to identify failure demand through Customer Journey Management across the partnership to ensure that the organisation can achieve its aims for CSI, channel shift, contact reduction, and performance, continually seeking new ways to meet the client’s critical success factors.

Reporting to the Service Improvement Manager, your role will be to take responsibility for mapping the end to end customer journeys multiple channels to identify and eliminate failure demand and improve the customer experience. You will be expected to work across all customer contact channels, multiple stakeholders and various sites across the UK.

This role will take ownership across O2’s business segments and will be accountable for:

– Mapping the end to end customer journey across SMB and Enterprise segments

– Identifying opportunities to improve the customer journey, identifying failure points at each stage

– Design with data, working with our Insight and Innovation teams to overlay robust data and insight across journeys

– Design solutions to improve the customer journey and engage with relevant areas to obtain buy in to change

– Work with change delivery functions to ensure solutions designed are implemented as required, delivered on time and within budget

Role Location – UK wide – Leeds Based

* Our operation will be based across the UK including Leeds, Preston Brook, Bury and Glasgow

Overview of Key Deliverables & Accountabilities:

The broad aims of the Service Design department are to improve the customer experience, drive channel shift by maximising self-serve capability and eliminate failure demand

* Create a step change in customer experience by defining current and future journeys through leading edge journey mapping techniques.

* Mapping the end to end customer journey and identifying failure points at each stage.

* Recommend appropriate projects and initiatives (both Telefonica and Capita) to improve the customer experience across the Capita O2 Partnership.

* Defining, scoping and developing the agreed customer journey projects to support delivery of the Vincent O2 contract.

* Working collaboratively with Telefonica customer journey managers to ensure there is a joined up vision and plan to develop the ideal customer journeys.

* Working with key stakeholders across Telefonica and Capita to define and scope the customer and commercial benefits for customer journey developments

* Develop and design innovative solutions to eliminate failure demand and maximise our self-serve channels

* Defining and prioritizing user journeys and functionality whilst collaborating with key stakeholders to ensure a first class customer experience.

* Support the development and delivery of the vision and strategy for the digitally led, multi-channel customer experience

* Lead and facilitate workshops for customer journey mapping for both current and ideal journeys.

* Creation of project mandates

* Presenting analysis, findings and recommendations to stakeholders across the business to gain buy in to change

Follow Capita on Follow Capita on Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.