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Customer Experience Manager

Company John Lewis Partnership Location London
Contract Permanent Position Salary £50,000 - £75,000 per annum
Sector(s) Customer Service & Call Centre, Retail

Job Description

Duties & Responsibilities

Do you want to be a fundamental part of our exciting future journeys to build the best experience for our customers? 

John Lewis & Partners are looking for enthusiastic candidates to join the team as a Customer Experience Managers, we are looking a self motivated, collaborative, pragmatically candidates whose main focus is the customer and is excited about driving and managing improvements. 

As the Customer Experience Manager you will drives the Customer Experience excellence across all key customer touch points and leads the reinvention of our business to achieve JL&P strategic goals. Drive ambition, associated CX standards and assuring the delivery of propositions to JL&P branches and other channels in a timely manner.

Job Requirements

Contributes to defining the CX ambition for agreed area of focus 
Supports defining who the target customer is 
Supports defining priority touch points and moments of truth using Customer/Market/Partner insight 

Works collaboratively to create case(s) for change within the stated ambition 
Contributes to setting of the E2E CX ambition (vs existing), e.g. using customer journey mapping to identify where and how to deliver most value to customers 

Owns/manages stakeholder relationships in order to deliver the best CX outcomes in agreed areas of focus 
Represents the customer view in all relevant forums 
Proposes key CX metrics/works with Insight to assess impact of activity 

Applies customer-centric thinking/methodologies to all activities, drawing upon customer insight to drive decision-making and prioritisation within the CX team, and influence stakeholders outside of the team 

Flexible working is welcomed and encouraged. All roles can be flexible - it is not the where, when or how you fulfil your role that is important to us, it is the contribution you make to our business as a Partner 

**Full Job Description Attached**

Required essential experience skills and qualifications

Customer centricity (including use of customer experience tools and techniques and CX facilitation) 
Stakeholder management 
Synthesize complex information (Customer, Market, Partner, Commercial) 
Problem solving and Innovative thinking 
Strategic planning and coordination 
Risk Management 
Coaching and support 

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