Senior Customer Experience Executive

Senior Customer Experience Executive

Location:
Haywards Heath
Salary:
Competitive
Department:
Commercial & Marketing
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Here at First Central we’re on our journey to fully embed CX into the business, so we’re on the hunt for a talented CX Specialist to join our growing Commercial & Marketing team in Haywards Heath, West Sussex. 
 
You’ll be a confident CX SME, who is craving the opportunity to champion the customer on projects and change, identify and exploit opportunities to improve the customer experience and set the standard for customer centricity.  Collaboration and ownership will be key strengths you demonstrate, along with the ambition to drive the very best experience possible for our customers.
 
To be successful in this role, you’ll need to:
 
  • Have proven experience in customer journey mapping and improvement
  • Have thorough understanding and experience of putting the customer journey into practice
  • Be a self-starter and motivated to take ownership of initiatives and improvements to the customer journey
 
Job responsibilities
 
  • Identify how our end to end customer journeys can be improved to more effectively meet and exceed customer expectations
  • Owning and delivering CX improvements
  • Work closely with other members of the business to embed and promote customer centricity
  • Be the voice on behalf of our customers
  • Support and challenge the business on projects and change, ensuring customers needs are duly considered and met
  • Keep a firm grip on customer communication changes related to projects across the business to ensure consistency of brand guidelines, tone of voice and version control
  • Ensure the upkeep and adherence to our customer metrics that enables effective monitoring of the process against the target experience
 
Skills, knowledge & experience
 
  • Experience within this field is required (e.g. journey mapping and customer improvement)
  • Solid understanding of customer experience best practice
  • Experience in coordinating or supporting large-scale change is desirable, but attitude and enthusiasm is key
  • Thorough understanding and experience of putting the customer journey into practice
  • Exposure to senior leaders within organisations in terms of presenting and pitching
  • Self-starter and motivated to push forward initiatives and improvements to the customer journey
  • Proactive problem-solving skills
  • Passionate about putting the customer at the centre of our activity
  • Professional approach to challenging existing status quo
 
What can we do for you? 

We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer…
 
  • Fantastic training and development opportunities
  • Employee benefit packages to suit your lifestyle
  • Flexible working
  • YOUday – we give you an extra day off to celebrate a special day
  • The opportunity to take a paid day off each year to do charity work
  • A health cash plan
  • Help with travel expenses
  • The opportunity to buy additional holiday
  • Company pension scheme
  • Group life assurance
  • Enhanced maternity and paternity pay
  • Professional subscription fees paid
     
Employee wellbeing is high on the agenda here too. We provide a weekly free fruit delivery, discounted membership at a local health club and access to an Employee Assistance Programme, which promotes physical and emotional wellbeing at work and at home. In addition, we provide wellbeing events throughout the year to support physical and mental health.

For further information on what we can offer and to learn more about this role, feel free to contact our dedicated Recruitment team.

If you’d like to work for an award-winning employer in a fast-paced environment, apply now!

We pride ourselves on being a great place to work. Check out our Glassdoor page to see what our employees think about working here.

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glassdoor

79% of people would recommend a friend to work at First Central

Based on 98 Glassdoor reviews (July 2020)

Benefits

View all benefits >

Flexible working

We support colleagues who wish to work flexibly whilst meeting the needs of the business.

YOUday

We give you an extra day off to celebrate a special day.

Holiday Extra

Not only do you get a generous holiday entitlement, you can also buy additional leave.

Volunteering

Get a day off each year to take part in volunteering activities.

Health cash plan

Claim money back on your healthcare costs, such as dental check-ups and eye tests.

Season ticket loan

We provide interest-free loans to cover the cost of season tickets for rail, bus or car parking.