Understand customer needs, pain points, and improvements for customer-led actions.
Drive customer-led improvements across our Network and Central teams into our innovation and improvement agenda.
Track, audit, monitor, and improve results to drive experience, revenue, retention, and referral (advocacy) gains.
Ensure global, scalable, and impactful program engagement aligned with our strategy, brand, and CX messages.
Share and connect best practices across the business for impact and scale.
Recommend, implement, or cascade improvements into our CX programs.
Design, implement, monitor, and update new ways of working (WOW).
Work across tactical, strategic, and transformational initiatives that are centrally led, covering current and future state CX data/research initiatives, customer journeys, touchpoints, channels, customer segments, products, services, and experiences.
Be accountable for CX reporting against KPIs and key scorecard metrics, producing regular executive and stakeholder reports.
Personal Specification:
At least 6 years of experience in a Customer Experience (CX) function or related roles in Sales, Success, Consulting, or Marketing.
Expertise in B2B and B2C CX, ideally with experience in B2B2C and global environments.
Experience in a technology environment across digital, virtual, and physical channels.
Significant experience in CX or customer insights programs, with strong monitoring, tracking, and reporting capabilities.
Strong understanding of customer strategy, marketing, and CX functions.
Excellent customer and stakeholder engagement and management skills, including engaging interviewing skills and strong communication skills.
Proficiency with CX software such as Qualtrics, Medallia, and reporting tools like PowerBI, Qlik, Tableau, and Advanced Excel.
Strategic thinking with the ability to synthesize complex information from multiple sources.
Highly organized with the ability to manage competing priorities and operate under tight deadlines.
Relevant university degree qualifications or equivalent business experience.
Knowledge of the education sector or English language testing is a bonus.