Customer Experience Expert
Location
Slough, Berkshire | United Kingdom
Job description
As a Customer Experience Expert, you will share CX insight through analysing and using the data in our NPS programme/CX team and drive actions through the business to achieve our strategic outcome of Simple & Helpful CX.
The aim is to be the customer champion; bringing the customer to life for colleagues and to achieve Market Leading Customer Experience to move Tesco Mobile back to number 1 in the market. You will be responsible for assessing and planning against some of the key projects landing in the business, supporting with external partners to lead the CX programmes, education in the business to drive NPS understanding and key supporting metrics and evolve, shape and be a part of the CX strategy.
You will be responsible for:
Embedding NPS into the culture of Tesco Mobile with a specific focus across in life journeys (this will change in an agile way)
Socialise NPS performance, key drivers and NPS impacts through in life journeys and other squads via team sessions and regular partner catch ups
Embed the CX plan and drive accountability through the business via regular updates and channel performance obeyas
Share customer stories and outcomes to drive engagement
Leverage the Brand and CX data to focus the business on the things that make the most difference to our overall scores and help us prioritise business activities and journey improvements
Use the data to ensure NPS is a prioritisation call, with new projects having NPS scores agreed
Understand potential impacts of each activity to prioritise key NPS activities and gain business buy-in
Maintain and ensure our touchpoint listening programme (TNPS) and relationship listening programme (RNPS) are running efficiently and effectively
Ensure survey requests and response rates are maintained
Survey request errors are kept to a minimum
Identify areas for improvement and make recommendations for new technology
Hold channels accountable for their scores and targets
Be the point of contact for any changes or improvements to the programme. Including survey content and business rules from both internal and external stakeholders.
Ensure data is analysed and reviewed on a regular basis with attention to detail on the dataset
You will need:
The ability to be the voice of the customer and challenge at all levels across the business, with the ability to craft and direct business strategy and decisions based on Insight.
The ability to understand and translate high volumes of data and insight into a persuasive and clear narrative is important in this role
Partner management and positive relationship building
Ability to constructively challenge
Insight and storytelling
Communication and collaboration
This role will suit someone who is highly ambitious, hardworking and determined
Positive can-do attitude is a must
Comfortable in a highly visible role with high level of exposure
Adept at challenging the status quo and being the voice of the customer while balancing commercial and business needs
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What's in it for you:
We’re all about the little helps. That’s why we give our wonderful colleagues bags of benefits. Including wellbeing services, an award-winning pension scheme and much, much more, our colleague reward package keeps on giving. And helps make every day a little better for you and your family. These include but are not limited to:
Annual bonus scheme of up to 20% of base salary
Holiday starting at 25 days plus a personal day (plus Bank holidays)
Buy holiday salary sacrifice scheme (for salaried roles)
Private medical insurance
Retirement savings plan - save between 4% and 7.5% and Tesco will match your contribution
Life Assurance - 5 x contractual pay
26 weeks maternity and adoption leave (after 1 years’ service) at full pay, followed by 13 weeks of Statutory Maternity Pay or Statutory Adoption Pay, we also offer 4 weeks fully paid paternity leave
The right to request flexible working from your first day with us
Free 24/7 virtual GP service, Employee Assistance Programme (EAP) for you and your family, free access to a range of experts to support your mental wellbeing
A Colleague Clubcard for you & a family member (after 3 months of service), giving you access to lots of discounts in-store & online
Great colleague deals and discounts, saving you money on everyday purchases, eating out and utility bills for the home
Access to our colleague networks providing a space for colleagues to come together from a range of backgrounds. For more information about our colleague networks please click here
Opportunities to get on - take advantage of our ongoing learning opportunities and award-winning training, to help you achieve the job and career you want
Click Here to read more about the full range of benefits we have available for our colleagues
About us:
Our vision at Tesco is to become every customer's favourite way to shop, whether they are at home or out on the move. Our core purpose is 'Serving our customers, communities and planet a little better every day'. Serving means more than a transactional relationship with our customers. It means acting as a responsible and sustainable business for all stakeholders, for the communities we are part of and for the planet.
We are proud to have an inclusive culture at Tesco where everyone truly feels able to be themselves. At Tesco, we not only celebrate diversity, but recognise the value and opportunity it brings. We're committed to creating a workplace where differences are valued, and make sure that all colleagues are given the same opportunities. We're a big business with diverse working patterns and many business areas which means that we can find something that works for you. Everyone is welcome at Tesco.
We have recently announced that we will be moving towards a more blended working week – combining office and remote working. Our offices will continue to be where we connect, collaborate and innovate. Please talk to us to about how this can work for you.
NOTE: Should you be successful in your application, your offer will be subject to and conditional upon you providing your bank account details on your agreed start date.
We're proud to have been accredited Disability Confident Leader and we're committed to providing a fully inclusive and accessible recruitment process. For further information on the accessibility support we can offer, please visit
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