Illinois Department of Human Services

Customer Experience Manager

Illinois Department of Human Services

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 £59,511 per year

About the role

  • Develop and champion a deep understanding of operational requirements and integrate this with insights and expertise from the Customer Insight, Strategy & Experience team and colleagues across the Customer function.
  • Identify existing and emerging customer and business needs and translate these strategic priorities into achievable operational actions which are most important to our customers.
  • Influence and own complex initiatives, facilitating collaboration and leveraging resources from across the organisation to achieve high-quality customer outcomes and delivery of our Customer Strategy.
  • Collaborate with stakeholders across the organisation driving them to put customer at the heart of their plans and decision making.
  • Compile a complete understanding of the requirements of customers, by working with the Insight and Strategy team, keeping abreast and understanding the implications of relevant best practice and customer service policy to improve the experience for new and existing customers.
  • Work with operational teams to compile a forward look of strategic customer opportunities, ensuring we, as the customer rep, are involved upstream in shaping requirements.
  • Own and drive key customer projects, working alongside the operational teams, through programme management / delivering actions / managing stakeholders’ expectations / project evaluation and review.
  • Proactively develop and maintain positive working relationships with colleagues across Customer and operational teams.

Requirements

  • Passionate about customer
  • Excellent collaboration, influencing and stakeholder management skills (essential)
  • Strong organisational / programme management skills (essential)
  • Excellent written and oral communication skills, and the ability to adapt your communication style to different audiences (essential)
  • Ability to make evidence-based rational decisions and turn decisions into action (essential)
  • Degree in a relevant subject or equivalent professional qualifications or suitable professional experience (essential)
  • Strong understanding of TfL’s strategic context and operations or related principles that can be applied from equivalent organisations (essential)
  • Experience of leading, developing, planning, tracking, delivering and evaluating customer programmes and initiatives (essential)
Benefits
  • Final salary pension scheme
  • Free travel for you on the TfL network
  • Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket
  • 30 days annual leave plus public and bank holidays
  • Private healthcare discounted scheme (optional)
  • Tax-efficient cycle-to-work programme
  • Retail, health, leisure and travel offers
  • Discounted Eurostar travel
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
programme managementproject evaluationcustomer programmescustomer initiatives
Soft Skills
collaborationinfluencingstakeholder managementorganisational skillswritten communicationoral communicationdecision makingrelationship building
Certifications
degree in relevant subjectprofessional qualifications