Role Overview
The Customer Experience & Communications Manager will help make customers’ experiences clearer, easier, and more supportive throughout the customer lifecycle. This is a hands-on role with three core areas of focus: investigating customer needs and recommending changes, writing clear customer communications, and delivering improvements to journeys and processes.
What You Will Do
The day-to-day responsibilities include investigation, analysis, and recommendations, customer communications and copywriting, and delivery of journey and process improvements.
Why It Might Be a Fit
The ideal candidate will have strong, demonstrable copywriting and editing skills, with experience personally turning complex information into clear, accurate, and useful communications. They will enjoy hands-on writing, investigation, and problem-solving, with the ability to move comfortably between these activities.
Requirements
- Strong, demonstrable copywriting and editing skills
- Experience personally turning complex information into clear, accurate, and useful communications
- Experience improving customer journeys, communications, or services
- An investigative approach, using customer feedback and data to question assumptions, understand problems, and develop practical recommendations
- Confidence to champion the customer’s perspective and constructively challenge existing approaches
- Strong organisational skills and attention to detail
Benefits
- 50/50 Hybrid mode
- Matching pension contributions up to 7%
- Private medical & Dental cover
- Learning budget of £1,000 a year + Study leave
- Enhanced maternity & paternity
- Travel season ticket loan
- Access to a wide selection of London O2 events and use of a Private Lounge
- Employee Wellbeing Programme
- Prayer room in Office
To apply for this job please visit job-boards.eu.greenhouse.io.
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