Customer Experience Manager
Camelot Group (Home of The National Lottery) are looking for a Customer Experience Manager to bridge the gap between our players and the business. Partnering with Strategy, Data & Insight and Delivery teams you'll be the driving force for company wide CEX improvements. Therefore if you have experience across best in class Digital and Retail Customer Experience Delivery - we want to hear from you!!
Why work at Camelot?
Camelot is the home of The National Lottery. We currently turnover around £7 billion per year across both retail and digital channels and we do this with a workforce of less than 1000 people - this means that every one of us has a part to play and make a difference.
Camelot changes lives for the better - not just for the many millionaire winners we create but with the £30 million a week we raise to thousands of good cause projects across the UK.
National-lottery.co.uk is one of the UK’s top e-commerce sites - this is measured by web traffic and we have more than 11 million registered players. We also operate four of the UK’s biggest FMCG brands including the iconic Lotto and EuroMillions.
How you'll make a difference:
- Be an expert in CSAT performance, what drives it, what this means for The National Lottery and how we can utilise this
- Build rapport with Brand, Portfolio, Digital, Retail, Strategic Planning,Customer Operations and Insight teams to promote Customer Experience ethos across the business
- Investigate the causes of customer issues and work cross functionally with key teams to drive pain point fixes
- Translate customer feedback, data and insight into strategy and action plans for key business projects to fix pain points and elevate customer experience
- Drive improvements in customer experience by investigating root causes and work cross functionally with key teams ensure customer experience is deliberately designed consistent across channels and teams
- Within 6 months of starting the role it is anticipated that the role will have identified and delivered some quick wins in improving Customer Experience and have a clear plan for delivering improved experience on key business projects
What you'll bring to the table:
- An unquenchable thirst for knowledge and the drive to go out and get it
- Variety - You're curious, thrive off the unknown and constantly seek better ways to do things
- The ability to get it done – you are keen to drive action, willing to try new things
- Customer Empathy - You can put yourself in the customer's shoes and you understand great customer experience is about driving positive responses. You can articulate how to translate what we want our customers to “ think/feel/do” when designing a great experience.
- A collaborator – you reach out and connect teams in the business and enjoy working in teams..
- A communicator - You can explain things in a simple, compelling way to influence others. Excellent interpersonal skills and a demonstrable ability to build long-term relationships with multiple stakeholders.
- A problem solver - You know how to unpick a problem, you are experienced in detailing out issues and risks within user journeys and influencing others to ensure appropriate changes.
- A planner - Strong planning and organisation skills - You don’t let the ball drop. You are good at organising your own time and the driving actions from others and managing change.
- Determined - you have the resilience to tenaciously drive the customer experience agenda across every area of the business.
- Commercial Acumen -capable of making a case for change on the back of customer insight and relating those changes to a positive return on investment
- Experience of representing an organisation at a senior level to a wide range of stakeholders
What we’ll give you:
We look after our people. There’s a competitive bonus and benefits scheme, 26 days of annual leave and a rather generous pension scheme. Thinking about your health? No probs - we’ll give you full private medical cover and 50% off your annual gym membership. We’ll give you all of the kit and tools needed to succeed.