Job Description
We have a fantastic opportunity for a Senior Customer Experience Manager to join our national customer team. The salary on offer starts from £75,000 + 10% bonus.
About the role:
The Senior Customer Experience Manager will play a critical role in ensuring customers are at the heart of our business, delivering sustainable change projects and driving a customer centric culture. You will proactively engage with customers (external & internal) to understand their needs, and better understand how we can improve services delivered.
The purpose of this role is to lead and drive cross-functional improvement projects that align to our Customer Journeys and transform the business with a focus on putting customers at the heart of what we do. A key focus for the Senior Customer Experience Manager is to ensure colleagues across the business are delivering the optimum Customer Experience for our customers.
you will be responsible for:
- Communicating the NHSPS and functional vision and strategy, cascading key organisational messages to keep teams informed
- Contributing to functional and team strategies, developing short and longer-term plans for the team
- Role modelling the values and behaviours and setting the cultural tone of the team
- Enabling collaboration across the function and wider business
- Building organisational resilience through spotting and developing talent
- Leading and embedding change and other organisational initiatives
- Tackling inefficiencies and driving continuous improvement
- Embracing, adopting, and embedding technology to enable business outcomes
What you will bring to the role:
- Experience working in a multi-sector, multi-site organisation, understanding of how to navigate a matrix organisation and work well with multiple stakeholders
- Experience of delivering of multi-functional large-scale complex programmes and transformations
- Organisational Change Management
- Experience within a business / customer experience improvement role (5+ years)
- Essential - professional qualification from the following:
- Lean Six Sigma Black Belt / Master Black Belt
- Lean Advanced or Master Practitioner
- Change Management Advanced or Master Practitioner
What we can offer you:
We understand how important life is outside of work so, as well as a competitive salary we will also offer:
27 days annual leave + 8 days bank holiday with the option to buy additional weeks leave.
A Smarter Working Policy, empowering you to choose the location of how and where you work according to your daily activities.
Training and development opportunities, providing opportunities for our colleagues to develop and progress their careers at all levels through our Professional Excellence Framework.
Company-wide Colleague Referral Scheme
SMART Pension contribution into which the company will contribute up to 6%
A range of flexible benefits including NHS retail discounts and Cycle to Work Scheme.
We have a great Colleague Assistance Programme and offer support for all areas of life.
An organisation with a passion…
We are an organisation with a passion for giving back. Putting money back into the NHS, raising £150,000 over 3 years for our charity partner Young Lives vs Cancer, supporting colleagues to volunteer within their local communities, and being committed to creating a sustainable working environment on our pledge to become net zero carbon by 2050. We understand that it’s important to feel like the work you do is having a meaningful impact on society, and through our approach to being a responsible business, we make sure that every colleague is given the opportunity to make a difference.
We celebrate diversity, and we are working hard to create an inclusive environment where people love to work and can fulfil their potential.
For full details of the role, please see the attached role profile.
We would encourage all applicants to apply as soon as possible as we may close vacancies early should we receive a high number of applications.
Contact our Talent team at careers@property.nhs.uk to find out more.