Base: up to £34,000; bonus/equity: not specified; ...
Customer journey mapping expertise
Identify customer pain points
Design and implement improvements
As a Customer Experience Lead, you will be a passionate customer advocate and demonstrate expertise in mapping customer journeys, identifying pain points and designing and implementing improvement initiatives
Job Summary
As a Customer Experience Lead, you will be a passionate customer advocate and demonstrate expertise in mapping customer journeys, identifying pain points and designing and implementing improvement initiatives.
The role will focus on analysing customer feedback and examining customer journeys to drive continuous improvement and deliver measurable benefits to customers and the organisation.
Capita offers a competitive salary of up to £34,000 depending on experience, 23 days' holiday rising to 27, and a range of voluntary benefits.
Matching Summary
As a Customer Experience Lead, you will be a passionate customer advocate and demonstrate expertise in mapping customer journeys, identifying pain points and designing and implementing improvement initiatives.
Salary
Base: Up to £34,000; Bonus/Equity: Not specified; Benefits: 23 days' holiday (rising to 27), pension, life assurance, cycle2work, paid parental leave, retail discounts, health & wellbeing, travel, technology
Skills & Requirements
Must-have
Customer journey mapping expertise
Identify customer pain points
Design and implement improvements
Analyse customer feedback and data
Support technology programmes
Create customer-facing resources
Nice-to-have
Collaborative cross-functional approach
Commitment to improving customer journeys
Passion for customer advocacy
Fearless innovation
Achieve together
Key Requirements
Proven experience managing escalations
Experience in service improvement roles
Experience with process mapping
Six Sigma or similar frameworks (Desirable)
Experience in Pensions Service Environment (Desirable)