Customer Experience Lead

As a Customer Experience Lead, you will be a passionate customer advocate and demonstrate expertise in mapping customer journeys, identifying pain points and designing and implementing improvement initiatives. The role will focus on analysing customer feedback and examining customer journeys to drive continuous improvement and deliver measurable benefits to customers and the organisation.

Requirements

• Analyse data such as customer feedback, complaints and work items and be able to present findings of themes, trends, and improvement opportunities
• Complete Customer Journey Deep Dives identifying the route causes of customer pain points and presenting how these can be prevented
• Support with the delivery of Actions and Improvements identified in the Customer 360 resolution workshops
• Support workshops (e.g., Customer 360 resolution workshops) to drive service improvements
• Able to identify repetitive tasks that have the potential to be automated
• Provide customer journey knowledge to support Agentic AI and other technology programmes throughout all phases from discovery to development and implementation
• Review and support with the creation of customer facing resources via the PCSE website including guides, FAQ’s knowledge articles, customer communication templates and videos to improve customer outcomes
• Support PCSE Learning and Development team with development of material from a customer experience perspective

Benefits

• Competitive basic salary (Up to £34,000 depending on experience)
• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
• Paid day out of the office, volunteering for our charity partners or a cause of your choice
• Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks...and plenty more
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform