Juice Recruitment is delighted to be supporting a leading national Facilities Management organisation in their search for a Customer Experience Manager to join their growing UK operation.
This is a brand-new role within the business, created to bring together customer and employee feedback, engagement and experience insight and use it to help shape business decisions and improvements across the organisation.
We are looking for someone who is naturally curious about people, confident interpreting information and able to turn feedback and findings into clear recommendations. You will work with customer and employee data, surveys and feedback to understand what is happening across the organisation, identify themes and trends, and provide senior stakeholders with insight they can act on. The focus is on understanding the story behind the data, connecting different sources of feedback and information, and communicating what the findings mean for customer experience, employee engagement and retention.
The organisation employs over 3,000 people across the UK, with a large operational workforce across multiple regions. This is an excellent opportunity for someone from a customer insight, employee engagement, customer experience, research, people insight or business improvement background who wants to make their mark in a newly created role.
DAY TO DAY RESPONSIBILITIES:
• Analyse customer and employee feedback data to identify trends, risks and opportunities
• Produce clear and insightful reports and presentations for senior stakeholders
• Monitor staff retention rates and highlight regional differences and patterns (e.g. North vs South performance)
• Analyse staff survey results and translate findings into actionable recommendations
• Support the development of strategies to improve workforce retention and reduce turnover
• Present insights, findings and proposed solutions to senior leadership teams
• Support wider business improvement initiatives linked to customer and employee experience
• Assist with careers engagement activity, including partnerships with universities and colleges
• Help coordinate events, diaries and engagement sessions with external partners
• Contribute to continuous improvement across reporting, insight and communication processes
WE WOULD LOVE TO SEE:
• Strong analytical mindset with experience working with data, reporting or insights
• Highly methodical, structured approach to problem solving and analysis
• Confident presenting findings and recommendations to senior stakeholders
• Comfortable working in a role focused on insight and improvement rather than frontline customer service
AND FOR YOU:
• Brand-new role with the opportunity to shape reporting, insight and processes from the ground up
• £40,000 – £50,000 salary
• Based in St Albans with hybrid working available after probation
• Direct impact on retention strategy, workforce engagement and customer experience improvement
• Exposure to senior leadership and strategic decision-making
If this sounds of interest, please apply today!
INDS