National Express are recruiting an experienced Customer Experience Manager to join our team, based at our Head Office in Digbeth, Birmingham. The successful candidate will support in the execution and evolution of the customer experience strategy through the delivery of key projects. They will also Identify continuous improvement opportunities in the end to end experience customers have with National Express, making clear recommendations on service, product and processes. What you'll do:

• Support the delivery of key customer workstreams and business wide projects across as a customer experience SME and champion
• Document customer journeys, proactively looking for ways to enhance the overall experience and/or exceed customers' expectations. Challenge the norm with a robust customer first approach
• Product Management of customer service applications, ensuring frontline teams have the right tools available to deliver a seamless personalised service to our customers. Ensure relationships with suppliers are managed effectively, optimising the use of relevant features with the applications
• Support the prioritisation of Customer Experience improvements through well harvested analysis, working closely with the Insight Manager, Contact Centre Managers and internal stakeholders to correctly identify improvement opportunities. Fully scope initiatives at key points of the customer journey
• Help develop strong cross functional and organisational relationships in order to influence, gain 'buy in' and inspire an appetite for change
• Support and deliver improvement workshops from initial problem statement, requirements, data gathering through to planning and implementation
• Deliver customer results to internal stakeholders to drive improvements for our customers through internal governance meetings
• Ensuring you represent the voice of the customer in business and stakeholder meetings to ensure that Customer Experience is at the heart of decision making
  
  Good leadership and interpersonal skills with the ability to communicate effectively at all levels
• Significant experience working in a customer facing / service environment, and a deep understanding of what customer service and experience needs
• Experience of successfully executing projects and change initiatives from concept through to live
• Confident with making decisions, able to work on own initiative and resolve problems quickly and effectively
• Good understanding of technology and its effective application in improving customer experience
• Commercially minded with a strong customer focus with an awareness of the interdependence of key business areas
• Experience of working with Salesforce applications
• Experience of working with Customer Experience measures including NPS and CSAT and the ability to use data and insight to tell the story behind the numbers
  
  What we offer in return for your hard work and commitment...
• Free Bus & Coach travel for yourself on the National Express network
• Complimentary coach travel for a Nominated Person or complimentary bus travel for a Spouse or Partner on the National Express network
• Life Assurance
• Company pension
• Employee Assistance programme
• Private online GP service
National Express is committed to creating an inclusive workplace that reflects the diverse communities we serve and we positively encourage applications from all sectors of the community. We are a Disability Confident Committed employer and should you require any adjustments at any stage of the recruitment process please let us know. We reserve the right to close this advert early if we receive a high volume of applications before the advertised closed date. At National Express, we are really proud of our health and safety record and as a result, we operate a Drugs and Alcohol Policy which is applicable to all employees. As part of your initial assessment, we will complete Drug and Alcohol testing and you may be subject to random tests during your employment.