Customer Experience Lead London, England
Job description
DESCRIPTION
London (Hybrid Working)
Permanent
Full Time
Grade 3
As the CX Lead, you'll work to understand how our customers think and behave to deliver the best experience possible. You'll map customer journeys end to end, identify pain points, write comms and implement new initiatives to improve the overall customer experience. This is a great role for someone with a communications or copywriting background looking to make a difference to the customer journey.
We’re iD Mobile, one of the UK’s leading mobile virtual network operators. We launched in May 2015 and have over 1.25 million Pay Monthly customers. We’re pretty sure our success has a lot to do with our wide range of feature-packed plans. We offer everything from super-value Pay-as-you-go and SIM-only deals, right up to the latest smartphones
iD Mobile is an exciting place to work. We’re a relatively young and dynamic start-up, and we value innovation, imagination, and creativity. If you’ve got a great idea, we’ll help you run with it. We’re passionate about finding new ways to address our customers’ needs. We’re a little different to other start-ups, though, because we’re part of Currys, Europe's leading electrical and mobile retailer
Key Role Responsibilities
Support the Customer Experience Manager to deliver the customer experience strategy.- Write customer facing copy and content for the various touch points – SMS, online, emails
- Use insight from data sources such as NPS surveys, Trustpilot, Google Reviews, and social media to understand what’s working for customers and the pain points.
- Work closely with teams from across the business to understand customer issues and opportunities to improve the overall experience.
- Support completing quarterly plans and reports that cover customer experience metrics and initiatives
- Get involved to support the delivery of projects on behalf of customer experience.
- Develop, and maintain customer journeys and use them to identify pain-points
- Input into creating and managing customer personas
Key Skills, Qualifications & Experience
Customer obsessed- Excellent written communications skills.
- Experience with any of the following: customer experience (design and/or delivery), CRM, innovation, customer proposition development, content creation
- Ability to use customer insights, feedback, and data to make the right decisions for customers
- Excellent at problem-solving and thinking creatively
We’re one team and we celebrate all the great things you do. One way we show our gratitude is by giving you access to a range of lifestyle benefits including:
Competitive pension scheme- Access to discretionary company bonus scheme
- Life Assurance
- Staff discounts and offers
- Employee assistance programme
- Cycle to work scheme
- Hybrid working
Beyond that, we'll be with you every step of the way, enabling you to get the most out of your role. We're building a team that brings technology to people, making their lives better, easier and fuller, and you can be part of it.
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