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Service Design and Delivery Manager (Customer experience)

  • Location: South Yorkshire
  • Salary: £50000.00 - £60000.00 per annum
  • Job type: Permanent
  • Sector: IT & Information Security
This vacancy has now expired.

We are Recruiting for a Service Design and Delivery Manager (Customer experience) for a FTSE 250 Client in Rotherham on a Permanent basis, paying between £50,000 - £60,000 per annum.

The CX Service Design & Delivery Manager will be based within one of the Clients largest Utilities operation, managing successful delivery of the CX framework across the account.

The role is accountable for defining and prioritising the CX improvement plan and prioritised roadmap in line with the overall Transformation agenda. And then responsible for gaining business ownership and support for its delivery.

  • Develop, design and drive the customer experience strategy in order to deliver great customer outcomes. Ensure that this is effectively communicated to key stakeholders and Translated into design and mobilised with stakeholders.
  • Development and ownership of our Customer Experience framework. Using insight and analysis and in line with the transformation team develop a best in class digital experience ensuring integration into other contact channels.
  • Develop a clear articulation and roadmap of customer experience improvements through the formation of a Customer Experience Improvement Plan to achieve these objectives. Devise effective business cases for priority improvements and gain implementation approval from senior management team.
  • Embedding a customer-centric culture across the business. Accountability for ensuring all stakeholders across the business understand what putting 'customer at the heart of the business' means and are starting to embed this into the way they work
  • Manage and lead a small team

We are looking for individuals with a demonstrably strong track record in this area. You will have worked on projects in areas such as customer strategy, product design and end-to-end digital transformation. You will have a deep understanding of digital trends, customer experience and operational improvement - ideally with exposure across different sectors.

Strong project management and consulting skills are a must. We want people that can play a leading role in developing our business in this key area of customer transformation.

As a Manager, you'll work as part of a team of problem solvers with extensive consulting and industry experience, helping our clients solve their complex business issues from strategy to execution.

Experience of developing and delivering digitally-enabled Customer transformation with strong focus on customer experience (eg customer journey mapping, customer segmentation, product design and agile delivery)

  • Experience in user experience design is highly desirable (eg Front End prototyping/mockup design).
  • Significant experience working within and (dependant on grade) managing large, complex projects and teams
  • Experience of building sustainable client relationships within Financial Services organisations and to be recognised and respected by clients and colleagues as a knowledgeable, valued and trusted professional
  • Experience of interpreting clients strategic, operational and external drivers for change, gaining respect, building trust and inspiring clients by anticipating their needs and exceeding expectations within the financial services industry
  • Experience of generating a vision and leading teams, establishing direction and motivating people to focus efforts and build commitment towards achieving business goals
  • Experience of being a highly effective developer of people by making time to coach, mentor and develop others

To apply for this role please follow the link below or send your CV to . Alternatively, call me on 07731346028 for further detail

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

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