Senior Group Manager - CX

This role is responsible for the co-ordination of the Customer Experience journey, providing leadership, integration and management of processes and functions to improve the Customer Experience in ensuring a seamless and positive experience for our customers. This role is expected to provide strong leadership in a matrix environment to promote best practices in managing interrelated projects and programmes to ensure successful delivery.KEY RESPONSIBILITIES WILL INCLUDE: Strategic Development and Implementation - Develop and oversee the strategic plan to enhance customer experience, focusing on seamless integration of services and customer satisfaction.Collaborate with the transformation team to ensure that customer experience innovations are effectively implemented and aligned with business goals.Stakeholder Management - Act as a liaison between the customer experience team, the quality assurance team, and other relevant departments to ensure cohesive operational strategies.Innovation and Continuous Improvement - Stay abreast of industry trends and best practices in customer experience management within the utilities sector.Recommend and implement innovative solutions and technologies to enhance the customer journey and operational efficiency.Lead the execution of a governance, reporting and review framework to provide a holistic view of all customer experience activityManage interdependencies and coordination across functions to ensure that information, risks and issues are effectively communicated between stakeholders and that key performance indicators are monitored and evaluatedPerformance Monitoring - Develop and oversee key performance indicators (KPIs) for customer experience and service delivery.Regularly report to senior management on progress, challenges, and the overall impact of customer experience initiatives.Define strategies and to enable the coordination of multiple functions and initiatives to improve Customer ExperienceQuality Assurance and Control - Monitor and control the implementation of new processes and systems to ensure they meet predefined quality standards.Use data-driven insights to identify areas for improvement in customer service and operational efficiency.Build and maintain strong relationships with key stakeholders within the client organization to understand their needs and expectations better.Provide stakeholder with the information needed to assess initiatives that have the highest potential, impact and strategic alignmentInterface with senior managers to define priorities and implementation opportunities and challenges, keeping them up-to-date with any risks and opportunitiesEnhance the overall customer experience by maintaining a high level of service quality and efficiencyAct as a customer advocate within the organization, ensuring that customer needs and concerns are addressed promptly.Implement strategies to enhance overall customer satisfaction and loyalty.Customer Feedback and Resolution - Implement systems to gather customer feedback effectively and make actionable insights to improve service.Address any significant customer issues or complaints swiftly and effectively, ensuring customer satisfaction and retention.