Customer Experience Manager – Digital Channels

Job Ref: DJRL1051
Role: Customer Experience Manager – Digital Channels
Location: Coventry, West Midlands, Warwickshire
Job Type: Permanent
Salary: Up to £50,000 + Excellent Benefits

A leading Midlands organisation are looking for an experienced Customer Experience Manager who has the experience to lead the transformation of the digital and omni-channel services, overseeing the quality of their end to end digital customer experience, right across the business. They are looking for someone who can increase online customer engagement through constant improvements and innovations.

You will be responsible for ensuring that all services offer an outstanding digital first experience where appropriate, aligning this to both non-digital channels and operational processes for a seamless experience for t he customer. You will need to work across both operational and technical teams to oversee the process from developing their requirements and vision, right through to the practical delivery of online services.

You will be responsible for leading and motivating a small team and will play a key role in championing their digital services as well as an outstanding overall customer experience and customer-driven culture.

As Customer Experience Manager you will own the end to end online customer experience including quality, consistency and compliance. You will develop an approach to digital service management that ensures that they use data, information and insight to understand the performance and quality of existing online services.

The successful candidate will have:
• A good understanding of the dynamic world of customer contact centres, CSAT, omni-channel customer service, root cause analysis and customer experience.
• Experience of developing, improving and managing digital services to a wide range of customer groups.
• Excellent understanding of how to design a digital first process.
• Excellent problem solving and data analysis skills.
• The ability to build strong relationships across the business and influence a range of stakeholders to support the delivery of business goals.
• Excellent people management skills.

In return the company will offer excellent opportunities to progress within the company. They offer a competitive salary and benefits package including: Group incentive scheme up to 15%, Pension, Medical Cover, Life Assurance and a range of flexible benefits.

To apply for this position please forward a copy of your CV to: or visit us at: We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

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Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.