Customer Experience Manager

We are looking for someone who will lead customer correspondence management, improvement projects and initiatives as the Customer Experience Manager role on a (13 month fixed term basis). This role will help deliver the goals of our Customer experience strategy and be a key advocate for driving a customer-centric culture across the organisation.

About the Role

As part of our Customer experience team, you’ll help shape and deliver projects that improve the experience of our customers and colleagues. You’ll work across the business and with external partners to identify opportunities, develop solutions and ensure customer insight remains at the heart of decision-making. You’ll be responsible for managing customer experience projects from concept to delivery, overseeing the TfL correspondence process, supporting our 'Thinking Like a Customer' programme and helping create positive, sustainable change across the organisation. The role offers a unique blend of strategic thinking, stakeholder engagement, project delivery, hands on customer correspondence management and customer insight.

What You’ll Be Doing

• Lead the end-to-end design and delivery of customer experience projects and improvement initiatives.
• Manage the TfL correspondence process, working collaboratively across the business to ensure service level commitments are achieved.
• Respond to customer correspondence liaising with internal teams, TfL Customer Contact Operations in partnership with the Customer Insights analyst and Customer Experience manager
• Champion our 'Thinking Like a Customer' programme and support activities that help embed customer-focused behaviours across the organisation.
• Develop project scopes, plans and business cases that support customer and business objectives.
• Build effective relationships with internal stakeholders and Transport for London
• Work collaboratively with colleagues across departments to ensure projects are successfully delivered and embedded.
• Monitor project progress, manage risks and provide clear communication to stakeholders.

What We’re Looking For

We’re interested in hearing from people who are naturally curious, collaborative and passionate about delivering excellent customer experiences. You may come from transport, hospitality, retail, public services or another customer-focused environment where you’ve successfully delivered change and improvement initiatives. You’ll bring:

• A strong understanding of customer service and customer experience principles.
• The ability to use customer insight, feedback and data to influence decision-making.
• Excellent stakeholder engagement and relationship-building skills.
• Strong communication skills with the ability to adapt your style to different audiences.
• Experience developing business cases, project plans and recommendations.
• Good organisational skills and the ability to manage multiple priorities.
• A proactive approach to problem solving and continuous improvement.

It Would Be Great If You Also Have

• Experience using customer experience design tools such as personas, customer journey mapping and service blueprinting.
• Experience of managing customer correspondence processes and service level agreements.
• Knowledge of customer experience trends and best practice.
• Experience working within transport, public services or other regulated environments.

What We Offer

As part of the Transport for London family, we offer:

• Free travel on the TfL network for you and a nominated partner/family member.
• 75% discount on National Rail Season Tickets.
• Defined Contribution Pension Scheme with up to 10% employer contribution.
• Interest-free season ticket loan.
• Salary Sacrifice EV Care Leasing and Cycle 2 Work Schemes
• Doctor Care Anywhere healthcare access.
• Perkbox discounts and rewards.

We are committed to building a diverse workforce and particularly encourage applications from underrepresented groups, including women, early career talent (under 25) and individuals from ethnically diverse backgrounds

Please note: If you are successful and offered the role, you will be required to undergo a Baseline Personnel Security Standard (BPSS) which must be deemed satisfactory by the company. This will include a Disclosure and Barring Service (DBS) check, verification of your home address, employment reference checks covering the last three years and your right to work in the UK.

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