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Customer Experience Manager

Reference
1805912
Contract Type
Permanent
Sector
Education, Media & Communications
Location
London, GBR
Expiry Date
20/08/2018
Customer Experience Manager Description Learner at the heart Pearson is a global education company that helps people around the world to make progress in their lives through learning. With a rich heritage that combines 150 ...

Job Description

Customer Experience Manager

Description

Learner at the heart

Pearson is a global education company that helps people around the world to make progress in their lives through learning. With a rich heritage that combines 150 years of experience in publishing with the latest learning technology and digital services, we help people to learn whatever, wherever and however they choose. We are now transforming Pearson to accelerate our activity in digital learning, education services and emerging markets. This will enable us to make a lasting impact in helping to solve some of the most important challenges in global education.

Why we need you

We believe education is a vital force that can empower people, help them to reach their potential and contribute to more connected communities, all around the world. Our strength comes from our outstanding people; our strong relationships in the education world; our expertise in using technology to help people learn; our global footprint and local reach; and our position as a profitable, global company with a unifying sense of purpose.

Job Purpose

As the Customer Experience Improvement Manager you will lead a team of Analysts to help create solutions that will improve the customer experience. This will involve taking analysis and working with both colleagues and customers to turn insights & findings into actions. Once agreed with key stakeholders, the Customer Experience Improvement Manager will then lead the resulting project delivery.

About the job

  • Translate customer and business needs into a set of hypotheses, developing an analytics roadmap and managing a portfolio of projects concurrently, proactively balancing short term urgent work with longer term strategic insight
  • Accountability for end to end delivery of small to medium sized business initiatives
  • Managing the early inception and initiation of projects with the CX Director and key stakeholders, inc. project definition; delivery approach; resource allocation & producing any business cases required
  • Managing the end to end delivery of the project, inc. understanding the customer groups concerned and business areas involved; creating and maintaining project controls; risk and issue management; managing quality of deliverables and project costs/ budgets; agreeing handover from project to BAU as appropriate

Qualifications

Skills and behaviours required

  • Ability to build trust and respect with cross-functional teams, with confidence and gravitas to ask tough questions, inspire action and ensure decisions make good business sense
  • Demonstrate a track record of drawing insight through analysis and problem solving and translating it into actionable plans to drive business improvement
  • Being able to understand what our customers value and inspiring others to deliver that experience
  • Good understanding of how customer service and customer operations work including pre and post sales processes/customer journey
  • Experience of providing analysis and insight to key stakeholders, presenting complex datasets in a clear and concise way, which non-technical colleagues can understand
  • Project management experience
  • Track record of influencing senior stakeholders
  • Flexible and adaptable with a positive attitude
  • Strong organisational skills

If this role is a match to your skills and experience, please send us a copy of your CV and cover letter. If not, feel free to share it with those that are!

#LI-KT1

Primary Location: GB-GB-London

Work Locations: GB-London-80 Strand 80 Strand London WC2R 0RL

Job: Customer Service

Organization: Core

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Jul 30, 2018

Job Unposting: Aug 28, 2018

Schedule: Full-time Regular

Req ID: 1805912

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled