Senior Customer Experience Manager

Senior Customer Experience Manager
Permanent
Full time (34.5 hours)we are open to a conversation about how you work these hours 
Hybrid Split between home and our London Office / Shipley Office / Glasgow office: Our Hybrid model for this role will mean 1 day per a week in the office
Salary Range £55000 £ 61000  – benefits and recognition 

About us 
At Macmillan you'll find talented people working together to do whatever it takes to support people living with cancer. We're going all out to find even better ways to help even more people who need our support. Our values are at the heart of who we are and everything we do, inspiring our thinking and guiding our actions. 

About the role 

Reporting to the Head of Customer Experience, you will champion and improve the experiences of our supporters, one of our core external audiences. You will lead a team and have overall responsibility for customer experience planning and measurement, ensuring we best meet customer needs and our charitable objectives.  

You’ll work with our insight team to build understanding of customers and audience segments, especially the needs of diverse communities and priority audiences. You’ll map the customer journeys and experiences across Macmillan, identifying how we can better meet customer needs, drive income and deliver excellent experiences. You’ll use this insight to develop strategies that drive continuous improvement and draw on your outstanding stakeholder skills to influence change and inspire teams to deliver excellent experiences for our customers.  

As an experienced, inclusive line manager, you will role-model the Macmillan behaviours and be a true advocate of our values, showing heart, strength and ambition for the team and our customers.   

About you? 

The successful candidate will demonstrate:  

• Excellent customer journey planning and service design experience, across multiple channels and touchpoints 

• Excellent line management experience, with evidence of building committed, empowered and successful teams 

• Experience of developing strategies for improving the customer experience including retention methodologies and measuring effectiveness.  

• Experience navigating complex internal stakeholder environments, using exceptional influence and communications skills, and solid problem-solving to best meet customer needs, find solutions and drive culture change 

• Significant understanding of how to deliver exceptional branded experiences and improving customer service  

• Experience of briefing complex insight work and working with data and analytics to turn information into insight and insight into recommendations 

• Experience of facilitation/training/coaching 

What we can offer you? 

• 25 days holiday plus flexible bank holiday options, increasing by 1 day every year of service up to 30 days  

• Pension matched up to 7.5% 

• 120+ learning and development offers, with access to external professional qualifications 

• Flexible working patterns, such as compressed hours, flexibility to work earlier or later around our core working hours of 10am-4pm 

• Holiday buying and selling scheme, life insurance, free wills, retail discounts and much more 

Recruitment Process 
Application deadline: June 12th
First interview dates: TBC

To ensure fairness and consistency to select the best candidate for this role, all our applications are anonymised up until an interview has been confirmed. 

We are an organisation that is committed to setting candidates up for success, so we can support you to be at your best during the application or selection process, please contact Macmillan TA Team TATeam@macmillan.org.uk for advice, or a conversation on reasonable adjustments.  

We welcome applications from everyone who meet the criteria and strongly encourage individuals to apply who have a disability, impairment or health condition or individuals who identify as Black, Asian or from another minority ethnic background, as these groups are currently under-represented at Macmillan. Our Equity, Diversity and Inclusion Strategy here along with our internal employee representation body, ‘Our Voice’ and 8 Employee Network groups help us promote fairness and belonging, becoming an engaged and inclusive organisation for all our people.