Senior Customer Experience Manager

Mill Lane, Digbeth

Job Details


UK Head Office - Customer Services

Contract Type


Working Pattern

Full Time


£42,745 per annum

Closing Date

10/02/2023 10:00

Join us on the Journey...

We have an exciting opportunity for a Senior Customer Experience Manager based in Birmingham. In this role you will support the execution and evolution of the customer experience strategy through the delivery of key projects. Identify continuous improvement opportunities in the end to end experience customers have, making clear recommendations on service, product and processes. Engage with stakeholders across the business to share customer feedback and results recommending improvements for identified issues that will enhance the overall customer experience and drive customer loyalty.

What you'll do...

  • Support the delivery of key customer workstreams and business wide projects.
  • Document customer journeys, proactively looking for ways to enhance the overall experience and/or exceed customers’ expectations. Challenge the norm with a robust customer first approach
  • Product Management of customer service applications, ensuring frontline teams have the right tools available to deliver a seamless personalised service to our customers. Ensure relationships with suppliers are managed effectively, optimising the use of relevant features with the applications.
  • Support the prioritisation of Customer Experience improvements through well harvested analysis to correctly identify improvement opportunities. Fully scope initiatives at key points of the customer journey.
  • Help develop strong cross functional and organisational relationships in order to influence, gain and inspire an appetite for change.
  • Support and deliver improvement workshops from initial problem statement, requirements, data gathering through to planning and implementation.
  • Deliver customer results to internal stakeholders to drive improvements for our customers through
    internal governance meetings.
  • Ensuring you represent the voice of the customer in business and stakeholder meetings to ensure that Customer Experience is at the heart of decision making.
  • Line Management responsibility for the Customer Experience Manager

What you'll need...

  • Must have significant experience in Customer Experience and a deep understanding of the customer experience needs.
  • Experience of successfully executing projects and change initiatives from concept through to live.
  • Excellent stakeholder management experience.
  • Good leadership and interpersonal skills with the ability to communicate effectively at all levels.
  • A self-starter who is comfortable making decisions, able to work on own initiative and resolve problems quickly and effectively.
  • Good understanding of technology and its effective application in improving customer experience.
  • Tenacious, resilient and has a desire to work in a fast paced agile environment.
  • Commercially minded with a strong customer focus with an awareness of the interdependence of key business areas.
  • Experience of working with Salesforce applications or other CRM tools.
  • Transport industry experience is desirable.

We offer a wide range of benefits such as...

  • £42,745 per annum plus performance related bonus
  • A free National Express West Midlands bus pass for you
  • Free nationwide National Express coach travel for you and your partner
  • Company pension
  • Exclusive benefits and savings from thousands of the UK's largest retailers and service providers
  • Access to our award winning Health Bus; providing free and accessible health checks
  • Access to our Employee Assistance Programme which includes free counselling and further support to improve your health and wellbeing
  • An opportunity to take part in our Cycle to work scheme

Things to note...

At National Express, we are really proud of our health and safety record and as a result, we operate a Drugs and Alcohol Policy which is applicable to all employees.

As part of your initial assessment, we will complete Drug and Alcohol testing and you may be subject to random tests during your employment.



Your place in our world

Head of Customer Experience
Senior Customer Experience Manager