The Customer Experience department is becoming more and more structured and expanding.

We are looking for a Customer Experience Specialist, to help us in our mission: "High performing people delivering unrivalled customer experience".

The purpose of the Customer Experience Specialist is to own and support on key activities and initiatives to drive an Unrivalled Customer Experience. This scope of this role is the end to end customer experience, and will therefore require working with departments, teams and third parties across the business, building strong relationships and managing stakeholders to promote Customer Experience company wide

Areas of responsibility:

• Support the design and Implementation of a VOC solution, to enable regular, actionable insight is gained across all Customer touchpoints.
• Own the analysis of VOC feedback, creating robust, concise and actionable insight for the business, and key drivers of satisfaction.
• Owning competitor analysis to understand opportunities for USPs in Fittleworth.
• Supporting the business in the realisation of opportunities to drive customer experience improvements.
• Support journey mapping, ensuring we have a robust, current view of our customer journeys and relevant areas of opportunity.
• Support change activity across the business to ensure alignment to desired Customer Experience.
• Own the creation, maintenance, governance and effectiveness of customer communications.
• Build a library of knowledge articles to support customer facing staff in delivering desired outcomes consistently.
• Own and drive the review site strategy and improvement plan.
• Continually look for, and suggest, ways we can improve the service we provide to the wider business, to Health Care professionals and to our clients.
• Actively promote Fittleworth to internal and external customers, carrying out all duties in an efficient, professional and courteous manner.
• Demonstrate the Fittleworth Values and Behaviours within the business at all times.
• Any other reasonable duties as requested by line manager and/or the Company Director Team.

Minimum qualifications required:

• CCXP or other CX qualification desirable
• Experience of working in a broad CX role, or in a number of more specifically focused CX roles

Skills:

• Intermediate to advance Excel skills
• Ability to present data as compelling insight
• Customer Journey Mapping
• Strong communication skills
• VOC survey platform usage experience

Personal Qualities:

• An ability to influence and communicate at all levels
• An inspirational and engaging analyst with a genuine passion for driving customer experience
• Detail oriented and able to sort through data quickly to glean material facts
• A team player who is astute at balancing the needs of multiple stakeholder groups
• Organised, with the ability to manage multiple activities and manage own time to ensure on time delivery of outcomes