CX Manager - 12 Month Fixed Term Contract

The role

The key objective of the Customer Experience Manager role is to understand customer needs and design brilliant end-to-end customer experiences for new products and propositions.

The role also involves working collaboratively & matrix managing a number of stakeholders across the business to understand customer pain points and to plan, lead and deliver initiatives that will continually improve the customer experience.

Key responsibilities

• CX lead on multiple Product Pods to ensure the customer is front and centre when developing and delivering new products & propositions into the organisation.
• Develop a deep understanding of customer needs, wants, feelings and design brilliant experiences at all stages of the customer lifecycle.
• Deliver brilliant customer outcomes by documenting clear end-to-end customer journeys, including unhappy path journeys. Facilitate workshops with the UX team and operational journey leads to ensure all scenarios are clearly understood and documented.
• Gate keeper of customer journey maps, ensuring they are updated & version controlled. When any new product or service is launched you’ll ensure the journey maps are updated and that the new products and services will meet our NPS targets.
• Understand the processes that underpin the customer experience and matrix manage relevant teams to create action plans and drive improvements.
• Partner with Researchers, Data and Insights teams & use a variety of customer insights and metrics to understand the experience and identify areas of opportunity to improve satisfaction, create advocacy and loyalty.
• Analyse data & customer insight to identify customer pain points and opportunities to improve customer experience.
• Be passionate about customers and problem solving, you’ll identify People, Process, Tech and Data requirements / capabilities needed to create positive changes.
• Communicate facts well with leaders from across the business to influence their thinking and decision making.
• Protect customer experience by ensuring key CX metrics are reported and monitored. Work with data/reporting teams to update the CX measurement framework.
• Monitor NPS and other CX metrics across all stages of the customer journey and measure impact of changes.

To be successful in this role

• Significant CX Leader experience.
• Journey mapping experience.
• Analytical skills.
• Presentation skills.
• Able to balance customer needs and business objectives.
• Matrix Management experience.
• Experience of creating and delivering improvement plans.
• Be comfortable working with a broad range of stakeholders and leading workshops.

What can we offer you?

• Free TalkTalk broadband for all employees!
• Electric car charging points available at our HQ.
• Heavily subsidised meals in the TalkTalk HQ Soapworks office in Salford.
• Access to the Perks at Work platform which gives you hundreds of discounts on high street brands.
• Flexible dynamic working is part of who we are at TalkTalk so please talk to us about how you like to work.

What to do next?

If this Customer Experience Manager role sounds like you, please apply and we will be in touch soon!

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.