Customer Experience Project Manager Birmingham, England
Job description
Your new role
At National Highways we value flexibility to ensure that our people can give their best both inside and outside of work. We are currently recruiting for a Customer Experience Project Manager on a part-time flexible basis (29.6 hours) flexible of days and hours per day. The role can be based at any of our offices but there will be a requirement monthly to attend a meeting in Birmingham with prior notice.
The role being offered is for a Customer Experience Project Manager, which is in the Corporate Customer Services Team . You will be responsible for managing customer led projects and providing support for strategic corporate customer service initiatives across the business with a key focus on ultimately improving customer experience.
You will support in building capability to connect our people’s roles to their contribution to our customers. This is a great role for someone who is organised, passionate and looking for diversity in their role.
View how we make a difference for our customers here
What you’ll be leading on
- Act as a source of expertise to support customer experience improvements; providing appropriate advice and guidance to internal and external stakeholders, to champion customer and to support the delivery of the Customer Service Strategy .
- Plan and manage project activities and resources, identifying risks and appropriate mitigation, and producing timely accurate reports on progress whilst maintaining specified records.
- Plan and define project steps or schedules, consistent with defined milestones and priorities, to contribute to the design of the overall project plan.
- Contribute to the identification, implementation, and monitoring of day-to-day support for the project activities including Customer centric decisions, contract compliance, risk management, financial management and reporting, document control, assurance, and governance.
To be successful you'll need
- Proven experience of working in a customer led delivery environment.
- Strong collaborator who can gain the involvement and engagement of a wide range of stakeholders.
- High resilience, to deal constructively with conflicting priorities and setbacks.
- Excellent communicator, to clarify and ensure understanding of project strategies and solutions.
- Strong analytical skills, to develop, analyse and provide commentary on project plans and performance.
- Strong knowledge and competence of using Excel, PowerPoint and Word to high quality with attention to detail.
A bit about us
The Customer Experience Division sits within the Customer, Strategy and Communications directorate and provides the strategic direction for our customer service imperative embedding the company’s Customer Service Strategy and overseeing the delivery of our annual customer service plans.
We work with colleagues across the company to ensure everyone understands their contribution to customer service and making a difference for our customers.
The Corporate Customer Service Team is about building capability to enable the business to make a difference for our customers. We positively challenge the business to think from a customer perspective to create better experiences and efficiencies. We engage with the business through various communication, delivery support, expert advice and events to help our people see how their role
This role sits in our Corporate Customer Service Team which is about building capability to enable the business to make a difference for our customers. We positively challenge the business to think from a customer perspective to create better experiences and efficiencies.
We are advocates of utilising the insight our company gathers from customers to enable us all to support our corporate customer vision to become a more customer focussed organisation that is making a difference for our customers.
Want to know more?
Please email [email protected] quoting #3384.
