Customer Excellence Manager Key Responsibilities Responsible for the design and implementation of a customer centric service model in collaboration with teams that serve customers across current and new customer journeys Drive initiatives to continuously improve employee engagement around customer service goals and lead the ongoing development of Customer Improvement Plans with business teams Design and develop new ways of working to ensure customer needs, expectations and impacts are assessed and integrated into our business plans, investment and policy decisions Develop and execute a comprehensive customer experience engagement and training strategy that aligns with company goals, business needs and enhances customer focus Develop and manage programs that incentivise excellent customer service, including rewards and recognition systems Support the business teams to understand the importance and benefit of effective customer communications, and support the development of targeted communications plans for customers/communities Develop a multi-media internal communications campaign around customer centricity, bringing in the voice of customer and celebrating successes, to maintain understanding and engagement in CX Define best-in class customer experience design across channels, voice of the customer programmes and measurement in collaboration with internal stakeholders Identify, align and integrate with other culture change, customer transformation and engagement programmes Manage third-party in the development of plans, implementation and budget Establish measures of success such as employee engagement, customer centricity targets, training program effectiveness and report insights to senior leadership team Experience and Qualifications Experience in the design and implementation of customer centricity programmes, methodologies and implementing employee engagement/training strategies programmes Experience in customer service transformation, customer experience, customer engagement and training or related activities Experience in delivering culture change programmes of scale Excellent project management and organisational skills Excellent communications skills and ability to influence at all levels across the organisation Skilled in building relationships and engaging with key stakeholders Strong analytical skills, with the ability to generate insights that drive positive change for customer experience and satisfaction Third level qualification in HR, Marketing, Communications or Business, or equivalent work experience Skills: 'Customer Manager' 'Call Centre Manager' 'Client Services Manager' Benefits: Mobile phone Flexitime Paid Holidays Pension See Description Permanent Health Insurance