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Date Added: Wed 24/05/2023

Customer Experience Manager

Hybrid, UK
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Company: RSPCA

Job Type: Permanent, FullTime

Salary: £39324 - £46264.5 annually

We have a very exciting opportunity for a Customer Experience Manager to join an expanding team, as they embark on a journey of growth and development.

This newly created role will work closely with our Head of Customer Experience on all key elements of the Customer Experience programme, including:

  1. Creating and embedding the customer journey mapping process Embedding the voice of the customer programme Implementing structured Customer Experience measurement.
This role can be done completely remotely or in a hybrid capacity - we have offices in Horsham and London, so we welcome applications for either a remote or a hybrid working contract.

Here's some of the key work that you will be doing...

You can find the core responsibilities on the attached job description but in a nutshell- you will be working collaboratively across the Society to foster a culture of experience-centered design.

We will regard our Customer Experience Manager as a subject matter expert and will expect them to be proactive in finding customer-focussed solutions, creating projects to enhance experience and facilitating workshops.

What we are looking for in you...

To succeed in this role, it is essential that the post holder has fantastic communication, influencing and relationship building skills, alongside extensive experience in the field of CX.

Our Customer Experience Manager must have proven experience of influencing a range of stakeholders, of working within change and transformation projects and of working autonomously.

The Customer Experience team is at the very start of an extremely exciting journey, which makes this role a fantastic opportunity for someone who is ambitious and really wants to make an impact and demonstrate their skills in this field.

As this is a newly created role it will also suit a Customer Experience Manager comfortable working in an environment where priorities and departmental strategy are being developed, and therefore an agile approach to the role is critical.

Interviews will take place during the week commencing the 12th of June.

Our Values

* We are compassionate * We are inspirational * We are committed * We are expert * We act with integrity *

Why work for the RSPCA?

It's an exciting time to join us in the decade of our bicentenary as we focus on our Strategy to 2030. The RSPCA works 365 days a year, rescuing all animals of all types from abuse, neglect, and injury.


  • Great Annual Leave benefits - 25 days annual leave on entry rising after 5 years Additional Society day around Christmas. Generous pension scheme Associated life assurance and group income protection scheme Access to private healthcare scheme Employee assistance programme. Flexibility in Hours - We understand the importance of work-life balance Family friendly policies Dog friendly offices!
We review applications as they are received, so early submissions are highly encouraged. We reserve the right to close this advert once sufficient applications have been screened and progressed.

All online information and documents are available in alternative formats, including Braille and large font, upon request from the Resourcing team.

We strongly believe in being an innovative, diverse, and inclusive organisation and recognise that diversity in all of our people will help achieve that purpose and our mission more effectively. We actively encourage and seek applications from a wide diversity of candidates and in particular welcome applications from minority ethnic, black, and candidates with disabilities, who are currently under-represented at the RSPCA.

Please note we are not accepting unsolicited CVs from agencies or seeking support for this opportunity.

Ending cruelty, promoting kindness and alleviating suffering to animals.

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