National Customer Experience Manager

Business Area:

Contact Centres, Support

Reference:

CCRI00689

Regions:

Multiple

Locations:

Cheadle or Oldbury

Company description

 

We are the AA. And we keep everyone’s show on the road. There for our customers wherever and whenever they need us, we’re always ready for anything. That’s why, for over 100 years, we’ve continued to evolve and adapt. Today, as the nation’s number one motoring organization, we offer a range of excellent products and services to millions of customers.

This is the job

National Customer Experience Manager

Location: Position to be based in either Cheadle or Oldbury

Closing Date: Friday 31st May

As the National Customer Experience Manager you will be responsible for the delivery of strategic customer experience insights across all parts of the AA, helping embed customer centricity at the heart of our business.

You will be responsible for the management and delivery of in-depth customer and market measurements and insights so that they are easily accessible and engaging for all stakeholders. The role is crucial for the development of an easy end to end customer journeys so that every customer that comes into contact with our brand has a positive experience across all channels and touch points in their journey.

What will I be doing?

  • Create the strategy for AADL/AAISL Customer Experience and Voice of the Customer Programme Responsible for gathering, sorting, and analysing internal (incl. operational data) and external data sources about customers, their experience, characteristics etc.
  • Successfully lead a team, and create a strategy to develop and continuously improve the AA’s ability to understand Customer Experience.
  • Create and implement automated customer experience reporting across the AA.
  • Direct implementing opportunities to use advanced methods and metrics across the business to understand customer effort and impact.
  • Lead from the front, build and maintain effective working relationships with other senior stakeholders. Evidence strong leadership acumen including proven success in delivering positive change.
  • Create the AA NPS strategy. Design/ improve successful consumer feedback programmes (including NPS) from start to finish.
  • Build relationships through strong stakeholder management skills and ability to influence very senior stakeholders.
  • Demonstrate organisational leadership skill and ability to plan and execute.

What do I need?

  • High impact individual with excellent interpersonal skills that can effectively engage and influence multiple stakeholders.
  • Highly adept at managing effective stakeholder relationships.
  • Experience of working in FS environment
  • Strong quantitative and interpretation skills
  • Excellent presentation skills. Ability to package and present ideas in a persuasive manner.
  • Team management and development skills as the role has a direct reporting line ( 5FTE)
  • Experience of managing customer ad hoc insight projects to support the design and development of customer experience improvements.
  • Analytical mind set. Proactive and tenacious in investigations. Ability to align management information and analytics approach.
  • Strong written and verbal communication skills. Good communication skills with ability to galvanise support from across a wide organisation.
  • Ability to work in a fast moving environment with the drive and resilience to achieve results.
  • Good organisational and project management skills.
  • Excellent attention to detail and natural curiosity for solving problems.
  • Confident user of Excel, Word and Powerpoint (previous knowledge of complaints systems advantageous).