Senior CX Manager
- Salford Manchester
- Permanent
- Full-time
As Senior CX Manager you’ll report to the Head of CX Design, UX & UI. As we launch a new platform and migrate customers, you’ll help shape the CX vision, map CX journeys and drive action to achieve the desired end state and improve customer satisfaction.Key accountabilities:Voice of the customer: Feed into the design of our surveys and ensure our voice of the customer programme measures the most important elements of the experience. Help bring to life voice of the customer so colleagues can understand customer needs and empathise with them.Data & Analytics: Work closely with the Data & Insight team and Senior UX Research Manager to understand what drives satisfaction and dissatisfaction. Translate this into design improvements.Measurement: Ensure we have an up-to-date CX measurement framework to check status and ensure actions are driving improvements.Journey mapping: Create and maintain journey maps, current and future state across different products and services. Identify key pain points and opportunities to improve the experience.Collaboration / matrix management: Collaborate with key stakeholders across the business to create action plans that will incrementally improve customer satisfaction and NPS. Matrix manage colleagues across the business to deliver actions. Work closely with Operations & Tech teams to understand all issues and opportunities (People, Process, Tech, Data) and feed improvements into customer journey design.CX Leadership: Member of the CX Leadership team and contribute to a positive, high-performing team. Represent CX at relevant meetings to provide updates and challenge decisions on behalf of the customer. Provide experience design expertise and support colleagues to deliver customer-centric design and improvement. CX SME on various projects when needed. Represent CX externally as well as internally.CX governance and standards: Provide key inputs into CX forum to aid decision-making including creation of slides, update on reporting, status of plans etc. Contribute to CX framework and training as required.Prioritisation: Prioritise initiatives and requirements based on impact, effort and alignment with business goals.Communications: Work with Brand & Marketing to ensure customer-driven, joined-up, consistent communications throughout the journey.Continuous Improvement: Create feedback loops and ensure ongoing continuous improvement of the experience.CX Culture: Contribute to a customer-centric culture and embed CX principles throughout the organisation.Be Yourself. Make an Impact. Join Us.As a recognised Top 50 Inclusive Employer in the UK, we believe that diversity fuels innovation and success. We’re committed to building a workplace that reflects the communities and customers we serve. At TalkTalk, inclusion is part of our DNA – we’re all 100% human, and we’ve created a culture where you can truly be yourself.We’re not your traditional 9-5. We’re a dynamic, flexible workplace, and we’re excited to hear how you like to work. Whether you thrive in collaboration, focus better at home, or prefer a bit of both – let’s make it work.What We OfferFlexible hybrid working – with a minimum of 50% office presence to support teamwork and connectionCollaborative office spaces designed for creative thinking and innovationFree on-site parking at our officesGenerous holiday package – 25 days annual leave, 3 wellbeing days, and your birthday off (plus the option to buy up to 10 more days!)Private healthcare for all employeesCompetitive pension scheme and performance-related bonus opportunitiesFree broadband for all employeesLife event gifts – celebrating milestones like marriages and birthsInclusive employee networks – open to all, supporting peer connection and thought-provoking conversationsSalary sacrifice scheme – save on dental, gym, and moreBig retail and leisure discounts3 paid volunteering days a year – because making a difference matters to us too