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.
SET CUSTOMER EXPERIENCE AMBITION
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
DRIVES EXPERIENCE DESIGN, IMPROVEMENT & STANDARDS
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)
Synthesize complex information (Customer, Market, Partner, Commercial)
Problem solving and Innovative thinking
Strategic planning and coordination
Coaching and support