About us:
Here at c2c we take pride in being an award-winning train operator running services between Fenchurch Street and Shoeburyness, serving 26 stations in East London and South Essex. Our customers never stand still and neither do we. We anticipate, innovate and flex around our customer’s needs and it takes a great team to do this.
This is an exciting opportunity for a customer-focused improvement manager to join our growing customer experience team.
Serving our customers and communities is fundamental to our strategy, and we are looking for someone to oversee and enhance the overall customer journey and satisfaction across our route. Reporting to the Head of Customer Experience, the Customer Experience Improvement Manager will identify ways of improving our current customer feedback channels, identify improvement areas across the business, and collaborate with multiple departments to deliver initiatives/projects which will help improve customer satisfaction and NPS (Net Promoter Score) leading to increased advocacy.
This role will put the customer at the centre of everything we do ensuring all improvement plans are driven by our customers and potential customers, increasing satisfaction across the route and on multiple channels.
The role:
* Focus on boosting our customer satisfaction and net promoter scores by improving our lowest performing indicators and maintaining our highest performing indicators.
* Analyse current customer feedback, to identify customer pain points across the journey and create a clear action plan in collaboration with other departments on how these can be resolved.
* Produce clear reports and presentations outlining the key areas of focus and the delivery plan to various internal and external stakeholders and management teams.
* Where customer experience improvements are agreed based on customer feedback, the role will work with other teams across the business to make sure projects are delivered alongside the Project Management team.
* Carry out impact / ROI analysis post ‘go live’ on new initiatives that touch the customer experience, with clear measurement of success metrics to identify the impact of new initiatives.
* Benchmark our internal customer satisfaction survey results.
* Measure and monitor key performance indicators relating to customer satisfaction/NPS and providing regular reports to senior managers and stakeholders.
* Train and educate staff on customer-centric approaches and best practices to foster a customer focus culture throughout the organisation.
* Strengthen the number of responses we receive through our current customer feedback channels.
* Work with the commercial team to commission additional customer focused research where required.
* Interact with our customers and local communities to gain invaluable feedback and build a stronger relationship.
* Ensure the smooth delivery of our business plan commitments on an annual basis by working with the relevant teams from start to finish.
* Act as a deputy to the Head of Customer experience by attending industry wide meetings.
* Complete periodic/weekly reports for the customer experience team highlighting key achievements and upcoming Initiatives.
* Assist the customer experience team in delivering the CX strategy across the business.
* Be the VoC across the business making sure customers are at the forefront of every decision we make.
* Manage the Service Quality team to make sure compliance is achieved.
Experience required:
* Have customer needs at the forefront of everything you do
* Excellent written and communication skills.
* The ability to identify trends and create improvement plans.
* Ability to deliver initiatives which boost our NP and CSAT scores
* Ability to present plans to a wider audience
* A track record of building positive relationships with multiple stakeholders
* Experience of dealing with multiple varied tasks simultaneously
* Self-motivation, a desire to challenge, succeed and be inquisitive are key requirements for this role
* Desire to work in an environment of rapid growth and an ability to not get frustrated with last minute changes
* Driven by continuous improvement
* Work in an agile way to react to change and respond with solutions in a timely fashion outside of pre-planned project work.
* Be confident in challenging existing ways of working and perceptions.
* Have people management experience.