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Date Added: Wed 06/01/2021

Customer Experience Manager

Stockport, UK
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Company: VITALITY

Job Type: Permanent, FullTime

Vitality, Customer Experience Manager, Stockport, Bournemouth or Home-based, £Competitive + Bonus + BenefitsWe’re the UK insurer and investment provider that rewards people for positive lifestyle choices.
With + UK members and more than 25m globally, we’re out to make the world a healthier, happier place.
That applies as much to our people as it does to our members.
So, as well as a highly competitive pay package, you’ll enjoy: complimentary breakfasts; regular onsite physical and mental wellness workshops; on-site health checks; annual flu jabs, and access to our full range of partners and rewards.
It’s what we call offering shared value, because a healthy, happy team is good for us, good for our members, and good for you.
As our Customer Experience Manager, you’ll get the benefits our members enjoy, including:- Our award-winning private Vitality Health insurance + wellness incentive programme- Access to The Vitality Programme – Apple Watch, Waitrose and Partners, Garmin, Amazon Prime, Champneys Spa days, Rakuten TV and half-price gym memberships to name a few!- Personal health fund + Life Assurance- Stakeholder Pension Plan with employer contribution- 25 days annual leave + Bank holidays + option to buy and sell 5 more- Flexible benefits package- Internal incentives, competitions, and awards – a chance to win football and sports tickets or even be in with a chance to have a holiday of a lifetime- A genuine opportunity to grow and establish a long-term careerAs our Customer Experience Manager you will be responsible for delivering a seamless customer experience across all stages and touch points in the customer experience lifecycle.
Responsibilities of our Customer Experience Manager include:- Creating, managing and maintaining a set of CX artefacts (Persona’s, Category and Experience matrices, and expectations tables) to clearly define successful customer outcomes for the journeys within your lifecycle- Working with the CX research team you will be responsible for designing a dashboard which monitors the performance of successful customer outcomes- Leading matrix teams across the business to ensure KPI’s are achieved- As a key stage gate in the change process you will be responsible for steering design squads to ensure all new experiences are customer needs focussed and deliver the previously defined successful customer outcomes in-line with governing CX principles- Developing a deep understanding of our customer experience and then working backwards to plan, strategize and execute with a key focus on reducing customer effort to deliver great experiences.
Skills and experience of our ideal Customer Experience Manager:- Strategic thinking and foresight: Maintain an awareness of new and emerging trends, practices, and technologies relevant to the sector, the company and its customers- Interpersonal, networking and influencing skills: You will not only need to nurture great relationships internally with your own team and with leaders of other teams but also understand the needs of our customers and external stakeholders such as vendors and partners- Problem-solving and analytical skills: You will be adept at interpreting and leveraging data insights to constantly enhance the customer experience.
- Ability to understand business objectives and align customer experience accordingly: As the person-in-charge of the customer experience lifecycle, you will need to have a clear understanding of business objectives so that you can affect customer experience such that it contributes to the achievement of Vitality’s goals.
Closing Date: Monday 25th January 2021Working for Vitality, you'll experience an exciting mix of creativity and innovation, within a framework of challenging objectives and a passion for delivering the best.
Our people are chosen for their skills, knowledge, enthusiasm, and attitude but above all, their belief that anything can be achieved.
If you feel you have the skills and experience to become our Customer Experience Manager, Stockport, Bournemouth or Home-based,thenplease click ‘apply’ today.
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