About the Company
BT Group is one of the world’s leading telecommunications and network providers. We connect millions of customers across the UK and beyond, driving innovation in broadband, mobile, and digital services. Our mission is to build a better future by connecting people and creating opportunities. We are committed to fostering an inclusive and diverse workplace where everyone can thrive.
Job Description
We are seeking an experienced CX (Customer Experience) Manager to join our dynamic team in Coventry. In this pivotal role, you will be responsible for defining, driving, and delivering exceptional customer experiences across all touchpoints. You will be instrumental in understanding customer needs, identifying areas for improvement, and implementing strategies that enhance satisfaction, loyalty, and advocacy. This is an exciting opportunity to shape the future of our customer interactions.
Key Responsibilities
- Develop and implement comprehensive CX strategies aligned with company objectives and customer insights.
- Analyze customer feedback, data, and market trends to identify pain points, opportunities, and emerging customer needs.
- Design and optimize customer journeys across various channels, ensuring consistency and seamless interactions.
- Collaborate closely with product, marketing, sales, and operations teams to embed customer-centricity throughout the organization.
- Monitor key CX performance indicators (KPIs) such as NPS, CSAT, and churn rate, reporting on performance and proposing corrective actions.
- Champion a customer-first culture, driving awareness and adoption of CX best practices among employees.
- Lead initiatives for customer engagement, retention, and problem resolution, ensuring a high standard of service delivery.
Required Skills
- Proven experience (minimum 5 years) in a dedicated Customer Experience management role.
- Strong analytical skills with the ability to interpret complex data and translate insights into actionable strategies.
- Excellent communication, presentation, and interpersonal skills, capable of influencing stakeholders at all levels.
- Demonstrated ability to lead projects and initiatives from conception through to successful implementation.
- Proficiency in CX platforms, CRM systems, and data visualization tools.
- A deep understanding of customer journey mapping and service design principles.
- Ability to thrive in a fast-paced, evolving environment.
Preferred Qualifications
- Bachelor's degree in Business, Marketing, Psychology, or a related field.
- Experience within the telecommunications or technology sector.
- Certification in Customer Experience Management (e.g., CCXP).
- Familiarity with Agile methodologies.
Perks & Benefits
- Competitive annual salary and performance-based bonus scheme.
- Generous company pension plan with employer contributions.
- Comprehensive health and wellness programs, including private medical insurance options.
- 25 days of annual leave plus bank holidays, with options to buy/sell leave.
- Extensive professional development and career growth opportunities.
- Employee discount on BT products and services.
- Hybrid work model promoting work-life balance.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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