City Of London, England
Job Summary
Job Title: Customer Experience Practitioner Location: Job Category: Customer Experience and Service Excellence Job Description: We are seeking a highly motivated and experienced Customer Experience and Service Excellence Manager to join our team. The ideal candidate will be responsible for enhancing service and operational excellence, identifying opportunities for improvement, implementing best practices, and leading initiatives to optimize customer and employee experiences. Key Responsibilities: Customer Experience (CX): • Onboard client's teams to the CX Program by conducting in-depth Customer Learning sessions, CX Maturity Assessments, and Voice of the Customer analysis. • Design, conduct, and evaluate studies to identify key customer interactions that need attention or improvement, documenting requirements. • Develop personas, journey maps, and other tools to lead teams through problem solving of complex business and technical challenges that directly impact the customer experience. • Analyze, quantify, and clearly articulate the value derived from program actions. • Design new and innovative customer interactions and touchpoints to enhance and differentiate our customer experience. • Prioritize, manage, and deliver people/process/technology initiatives that optimize the Customer Experience end-to-end and result in quantifiable CX metric improvements. • Regularly communicate progress and opportunities to all levels of the organization using engaging and informative content. Service Improvement and Continuous Service Improvement (CSI): • Review and recommend service level hygiene and improvement. Classification: Internal • Proactively assess operational practices across people, processes, and tools. • Drive Continual Service Improvement Programs across various client and digital workplace services domains. • Establish and implement industry best practices within our service delivery. • Make recommendations for tool adoption and maturity and drive implementation. • Drive improvements to support end-user and customer leadership experience. • Drive customer satisfaction. Foundation Services: Maturity Assessment, Benchmarking, and Best Practice Sharing: • Conduct GAP/Maturity assessments and share results with action plans. • Performance benchmarking with recommendations. • Establish best practice guidelines and frameworks. • Identify and enable learning and development opportunities. Qualifications: • Bachelor’s degree in Business Administration, Management Information Systems, Information Sciences, Engineering, Computer Science, or a related field. • Overall 8+ years with 5+ years of progressive experience in Service Delivery, Operations Management, or Customer Support. • Strong program management experience, including strategic planning, organization, execution, and follow-through. • Strong data gathering and analytical skills which translate to action for improvement. • Good presentation skills to build and share inspiring visual stories and use cases. • Strong collaboration and influencing skills at all levels. • Ability to adapt and change with the needs of the organization and business. • Understanding of digital workplace solutions that enable collaboration, communication, and knowledge sharing. • Recent experience as part of a Customer Experience organization preferred. • Excellent communication skills in English. Classification: Internal • ITIL v3 or above certification. • Experience in handling End User Technology Transition and Transformation Projects. • Experience in del
Key Responsibilities
1. Direct operations management and escalation handling by implementing best practices in workflow design, resource allocation, and issue resolution to ensure all client SLAs and internal metrics are achieved.
2. Drive process improvement initiatives using Lean, Kaizen, and data visualization platforms such as Power BI or Tableau to identify and resolve bottlenecks, enabling measurable gains in efficiency and quality.
3. Oversee escalation management protocols by setting up structured response mechanisms, analyzing root causes, and ensuring rapid resolution of high-impact incidents.
4. Guide and coach team leaders and managers by conducting regular performance reviews, sharing operational management frameworks, and promoting a culture of continuous learning and accountability.
5. Interpret and communicate operational performance trends using advanced data visualization tools, ensuring key stakeholders are informed and empowered to make timely decisions.
6. Champion innovation within operations by leveraging industry best practices and emerging technologies to streamline systems, policies, and processes supporting organizational growth.
7. Develop and maintain robust feedback channels with clients to proactively understand evolving requirements and ensure service delivery aligns with client expectations.
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