We are working for a leading Belfast based public services company for a Senior Programme Manager. You will be responsible for designing and commencing the implementation of the Customer Experience Programme, which will include projects aimed at building the highest levels of customer loyalty and advocacy. You will also report to a cross functional Programme Board and align the internal functions with a common measurement framework of customer experience, satisfaction, and loyalty to help inform and develop the strategy and implementation plans to help create a culture which focusses on the customer. A key output will be the design for a customer experience function, researching other organisations strategies and processes to bring subject matter expertise into the organisation. Some of the duties in this role include- * To direct, devise and develop the overarching customer experience programme to provide a unified, improved brand appropriate customer experience. * Partner with Service Operations, Marketing, and Digital teams to influence functional projects and activities to ensure Customer Experience improvements are delivered * Define the customer experience and develop ongoing measurement tools and processes with Service Operations to assess achievement against targets To be successful in this role, the right candidate will have proven experience in managing projects, delivering implementation plans and initiatives. As well as this, the right candidate will have extensive experience of customer communications and possess a minimum of a degree. Experience of managing significant budgets within a complex organisation and experience of using Microsoft 365 including Word and Excel is also required for this role.
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Experience: 0 yrs