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Customer Experience/CX Manager - Digital

  • Location: London
  • Salary: £50000.00 - £60000.00 per annum
  • Job type: Permanent
  • Sector: Digital & e-commerce
This vacancy has now expired.

Customer Experience/CX Manager - Digital

Capita are on the market looking to hire an experienced the Digital customer experience manager who will be charged with updating, designing and implementing a Digital customer journey mapping strategy and for all corporate clients.

The ideal candidate will have experience of understanding customer requirements and designing innovative solutions across multiple channels to meet user needs. This will require a good understanding of digital solutions and how they can improve the customer experience and bring efficiencies. The role holder will be able to lead the service design process with customers and clients and be comfortable delivering throughout the complete project lifecycle and happy to work independently. This person will work closely with business analysts, contact centre operations and agile sprint teams in some cases within large digital transformation programmes and also during the pragmatic continuous improvement cycle with clients.

  • Up to date knowledge of changing digital trends in order to understand potential innovative solutions that meet customer needs
  • A strong understanding of user-centred design
  • Experience of delivering digital solutions with a strong knowledge of web based solutions
  • Ability to deliver improved customer journeys (online, offline and omnichannel)
  • Concepting and UI design skills
  • Broad working knowledge of customer segmentation methodology.
  • A good understanding of digital and customer management technology and how that contributes to the overall solution
  • Strong analytical, synthesis, conceptualising, prioritising and influencing skills.
  • Aware and able to use project management standards and documentation.
  • Knowledge of industry software

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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