Customer Experience Manager

Overview

Advocates customer needs, drives CX improvements and loyalty across the brand

Key Responsibilities

• journey mapping
• kpi monitoring
• feedback analysis
• nps ownership
• cx training
• insight reporting

Tasks

-Lead initiatives and facilitate customer experience journey mapping workshops and research with our customers. -Working with stakeholders and the senior leadership team to define customer experience objectives. -Monitor and report on customer experience KPIs and present insights and trends to senior management. -Collaborate with teams and managers to identify initiatives that improve customer journeys, eliminate pain points and improve brand perception. -Serving as the voice of the customer internally, ensuring customer insights and feedback are integrated into decision-making processes across departments. -Design and deliver customer experience training to engage CX champions. -Be the NPS touchpoint owner for Worcester Bosch. -Leveraging research and insights to design and implement customer experience strategies that are aligned with Worcester Bosch’s values and business goals. -Manage and analyse customer feedback across multiple channels and touchpoints to identify areas for improvement. -Staying current on industry trends, techniques and competitor customer experience strategies to maintain a competitive edge.

Requirements

• crm
• project management
• customer experience
• analytical
• communication
• journey mapping

What You Bring

-Experience in driving customer-centric culture. -Excellent communication, networking and relationship building skills. -Strong organisational and project management skills. -Proven experience in Customer Experience with a high level of empathy. -Proficiency with CRM systems and customer feedback platforms. -Analytical mindset with ability to interpret data and generate actionable insights. -Knowledge of the heating or home appliance industry is a plus but not mandatory. -Strong understanding of customer journey mapping and experience design principles.

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Benefits

-Subsidised onsite café and canteen -Networking opportunities across Bosch UK including a mentoring programme -Access to Bosch Social Club membership offering you and up to 5 friends and family discounts on excursions and events -Hybrid working options available -Eligibility for our Company Performance Bonus (up to £2,000 gross per annum) -Discounts on products from across the Bosch Group -Employee Assistance Programme and Virtual GP -Health & wellbeing support including: over 200 trained mental health first aid champions, free of charge employee assistance programme and after 2 years’ service you gain eligibility for funding up to £150 per annum to support your personal wellbeing -Volunteering days -39 hours per week – standard working pattern of 08:00 – 17:00 Monday to Thursday and 08:00 – 16:00 Friday with a 1-hour lunchbreak -Enhanced pension contributions -Cycle to work scheme with discounts on push-bikes, e-bikes and accessories -Access to the Perkbox and My Benefits platforms giving access to discounts, group income protection and death in service benefits -25 days annual leave per year plus bank holidays – additional service days accrued after 5 years -Comfortable driving change. -Access to self-service training platform containing over 200 Bosch approved programmes

About Worcester Bosch

-A leader in heating technology. -A pioneer in energy-efficient solutions, offering cutting-edge systems for heating and hot water. -Specializes in gas, oil, and renewable heating technologies, including solar thermal and heat pumps. -Provides reliable solutions for both residential and commercial clients, focusing on energy efficiency and performance. -Projects include domestic heating systems to large-scale commercial installations. -Develops products meeting stringent environmental standards, maintaining a reputation for quality and innovation. -Consistently recognized for commitment to delivering high-performance and durable systems.

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