Customer Experience Manager

Our vision is to create a great place for people living in this country. We have developed a set of four strategic objectives covering our policy outcomes and corporate objectives. These objectives help us to deliver our ambitious vision to build our green and healthy future and provide a framework for all of the important work that we carry out.

Further information can be found on the Rural Payments Agency website Rural Payments Agency - GOV.UK (www.gov.uk)

As a Customer Experience Manager you will understand our customers - who they are, what they want and what they need to interact with us efficiently so that we deliver great outcomes.

Using customer experience techniques such as journey mapping to aid in understanding who our customers are, what they need and how they access our services.

You will work with stakeholders and service owners to effectively map and manage end to end customer journeys, making sure they are both effective and efficient.

You will need be able to represent the voice of the customer (based on insight and evidence) to stakeholders, presenting well thought out recommendations for improving the customer experience.

Working collaboratively with RPA colleagues to facilitate the sharing of best practice across RPA and wider.

The role will include guiding and influencing stakeholders to find solutions that deliver both effective and efficient improvements that benefit both customers and the RPA.

Does being at the forefront of enhancing our customers journey appeal to you?

If you answered yes to the questions above, then this could be the role for you. The Rural Payments Agency is a great place to work offering flexible working options and a fantastic Pension

At the Rural Payments Agency, we are dedicated to delivering exceptional services to our customers and we pride ourselves on creating memorable experiences and fostering lasting relationships.

Please see the video below with the RPA Customer Director, RPA head of Customer insight and the RPA head of Customer Experience discussing what they need to do to make things better for their customers and why insight and understanding their customers is so important.

https://www.youtube.com/embed/paTpXL5odCc

The Rural Payments Agency is an executive agency of the UK Department for Environment, Food and Rural Affairs (Defra), delivering over £2 billion in payments to farmers, traders and landowners each year.

We are an Operational Delivery Profession organisation, with the majority of our people delivering day to day services to our customers and stakeholders.

We make excellent delivery happen, empowering agricultural and rural communities to create a better place to live.

We manage over 40 schemes, and also make payments on behalf of Natural England, to ensure we have a healthy rural economy, strong and sustainable rural communities, and to protect and enhance the natural environment.