Job summary
Are you passionate about Customer Experience?
Does being at the forefront of enhancing our customers journey appeal to you?
If you answered yes�to the questions above, then this could be the role for you. The Rural Payments Agency is a great place to work offering flexible working options and a fantastic Pension�
At the Rural Payments Agency, we are dedicated to delivering exceptional services to our customers and we pride ourselves on creating memorable experiences and fostering lasting relationships.
Please see the video below with the RPA Customer Director, RPA head of Customer insight and the RPA head of Customer Experience discussing what they need to do to make things better for their customers and why insight and understanding their customers is so important.
�
The Rural Payments Agency is an executive agency of the UK Department for Environment, Food and Rural Affairs (Defra), delivering over �2 billion in payments to farmers, traders and landowners each year.
We are an Operational Delivery Profession organisation, with the majority of our people delivering day to day services to our customers and stakeholders.
We make excellent delivery happen, empowering agricultural and rural communities to create a better place to live.
We manage over 40 schemes, and also make payments on behalf of Natural England, to ensure we have a healthy rural economy, strong and sustainable rural communities, and to protect and enhance the natural environment.
Our vision is to create a great place for people living in this country. We have developed a set of four strategic objectives covering our policy outcomes and corporate objectives. These objectives help us to deliver our ambitious vision to build our green and healthy future and provide a framework for all of the important work that we carry out.
Further information can be found on the Rural Payments Agency website��
Job description
As a Customer Experience Manager you will understand our customers - who they are, what they want and what they need to interact with us efficiently so that we deliver great outcomes.
Using customer experience techniques such as journey mapping to aid in understanding who our customers are, what they need and how they access our services.
You will work with stakeholders and service owners to effectively map and manage end to end customer journeys, making sure they are both effective and efficient.
You will need be able to represent the voice of the customer (based on insight and evidence) to stakeholders, presenting well thought out recommendations for improving the customer experience.
Working collaboratively with RPA colleagues to facilitate the sharing of best practice across RPA and wider.
The role will include guiding and influencing stakeholders to find solutions that deliver both effective and efficient improvements that benefit both customers and the RPA.
Some roles may include Line management of a dispersed team and there will be the requirement for regular travel.
Person specification
As a Customer Experience Manager within the Rural Payments Agency, your responsibilities will include, but are not limited to:
The ability to both understand and develop customer segmentation, and create representative customer personas that can drive well thought through customer experience improvements.
Facilitating, developing and delivering customer journey maps relating to core services delivered by the Rural Payments Agency.
The ability to develop strong customer focused measures that are effective and efficient in delivering desired outcomes, evaluating our performance against these to drive strategic improvements.
The confidence to build strong working relationships with stakeholders, make decisions and the skills to influence, and to drive positive change based on a strong understanding of data and insight.
Ability to deliver work to a high standard, that has been clearly and methodically planned, whilst being open and adapting to change and feedback.
Ability to promote and enable a culture of continuous improvement.
Essential Criteria
If you have the following skills and experience we would love to hear from you:
Experience of creating customer journey maps, identifying touchpoints, pain points and opportunities to improve the customer journey at each stage.
Experience of creating effective user journeys with design thinking to drive a seamless and effortless user experience.
Experience of customer segmentation and identifying key customer groups to develop evidence-based customer personas to gain an in-depth understanding of diverse customer needs.
Experience of working in cross functional teams to deliver customer improvements
Ability to forge and maintain effective stakeholder relationships
Experience of driving continuous improvement within customer experience management.
Behaviours
We'll assess you against these behaviours during the selection process:
1. Communicating and Influencing
2. Changing and Improving
3. Managing a Quality Service
Benefits
Alongside your salary of �32,136, Rural Payments Agency contributes �9,309 towards you being a member of the Civil Service Defined Benefit Pension scheme.
4. Learning and development tailored to your role
5. An environment with flexible working options
6. A culture encouraging inclusion and diversity
7. A with an average employer contribution of 27%