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, accurate 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
• Identify patterns and trends within workforce data to support retention and turnover strategies
• Present insights, findings and proposed solutions to senior leadership teams
• Support wider business improvement initiatives through data analysis and reporting
• Analyse and report on customer and employee experience data
• Assist with careers engagement reporting and activity, including partnerships with universities and colleges
• Help coordinate relevant events, diaries and engagement sessions with external partners where required
• Contribute to continuous improvement across reporting, insight and communication processes
WE WOULD LOVE TO SEE:
• Strong analytical mindset with experience in data, reporting or insights
• Methodical and structured approach to analysis
• Excellent attention to detail and ability to spot trends
• Confident presenting findings to senior stakeholders
• Strong Excel and data analysis skills
• Comfortable focusing on data, reporting and insight rather than people management or customer service
AND FOR YOU:
• Brand-new role with scope to shape reporting and insight
• £40,000 – £50,000 salary
• St Albans with hybrid working after probation
If you're analytical, data-driven and enjoy turning information into meaningful business insight, we'd love to hear from you.
If this sounds of interest, please apply today!
INDS