Customer Experience Manager

Location: Sheffield / Hybrid
Annual Salary: £36,000 - £40,000

Contract: Permanent
Hours: 37.5 hours
Line Manager: Andy Glover, Head of Customer Experience
Recruiter: Meikay Cheng

About Twinkl

We're here to help those who teach. It's what brings us to work every day. At Twinkl, we’ve been providing educators across the world with high quality, trusted teaching and learning resources for over a decade now. They’re all written and checked by our wonderful team of experienced educators, and there are hundreds of thousands of resources to download, with new ones added daily.

Position Overview:

We want our customers to be wildly in love with Twinkl, as we listen to them, understand them, celebrate them, support them and represent them like never before. We are looking for an experienced Customer Experience professional to lead our Customer Experience and VOTC (Voice of the Customer) team.

You will shape the reporting for our Voice of the Customer programme, and build on our insight and listening capabilities to form a narrative of improvement and celebration throughout the organisation. You’ll align feedback to journeys and product owners, while channelling the customer voice into meaningful improvements.

Within your team are our Customer Experience experts, who are responsible for all our B2C survey and insight mechanics, journey mapping, competitor benchmarking and customer thinking. This is an opportunity to build on our existing successes and build new ways of working across the organisation.

Key Responsibilities:

• An ambassador for our customers in all you do.

• Coach and lead the team, across two key functions

• Insight and listening

• Customer Experience, journey mapping, ideation, competitor benchmarking and testing.

• A passion for delivering great internal customer service, as we become a go-to internal resource for insight and improvement.

• Shaping and reporting our VOTC forum

• Design and implement a comprehensive VoC report that collects actionable insights from various customer feedback channels (surveys, reviews, social media, NPS, customer service interactions, etc)

• Comfortable with storytelling through data, forming a compelling narrative.

• Strong stakeholder management and the commercial acumen to measure ROI from the work of the team.

• Shaping the roadmap for our insight and listening function

• Experienced in insight and research methodology, aligning the methodology to the customer journey and opportunity.

• Assist with the building of a measurement/journey framework that drives accountability within the team and across the wider organisation.

• Familiar with using key Customer Measures, Net Promoter Score (NPS), Customer Effort (CES) and Customer Satisfaction (CSat).

• Identifying opportunities, suppliers and leading tender processes to widen our insight capability.

• Innovation; identifying innovative Customer Experience solutions that we can implement for our customers.

• Project Management:

• Oversee the team and projects relating to insight and listening capability.

• Track and report on project status, timelines, management of budgets and the insight derived.

Qualifications:

• 3+ years of experience in a Voice of the Customer, Customer Experience, Market Research, or Customer Insights role.

• Strong understanding of customer experience measures, both qualitative and quantitative, and skilled in using them to tell our customers' story.

• A proven leader, with an ability to motivate and engage a team around multiple projects and objectives.

• Excellent communication skills, with the ability to collaborate across global teams and manage stakeholders at different levels.

• Strong project management skills with the ability to manage multiple projects simultaneously, delivering on time and within budget.

• Demonstrated experience of identifying suppliers and leading tender processes.

If you are passionate about understanding the needs of our customers globally, and channelling this into making the lives of teachers, parents and educators easier, we’d love to hear from you!

In return for everything you can bring, we can offer you an exciting role in a fast-growing and dynamic business, with plenty of career opportunities.

Here’s a couple of the things that make Twinkl a great place to be:

• A friendly, welcoming and supportive culture. We believe work should be fun and always put people before the process
• Diversity, inclusion and belonging - our Employee Network Program includes working groups for LGBTQ+, People of Colour, Disabilities (visible and invisible), Women in Tech and Working Parents.
• From day 1 - Westfield Health, 33 annual leave days per year (pro-rata) inclusive bank holidays, a "Me" day each year, a charity day each year, flexible working policy with opportunities to work from home and Twinkl subscriptions.
• Quarterly company awards programme
• Seasonal events
• Referral scheme
• Cervical and Prostate screening
• Company sick pay after 3 months of service
• After probation - cycle-to-work scheme
• Long-term service reward - Life insurance, enhanced pension contribution, enhanced maternity pay, enhanced adoption pay and enhanced paternity pay, long service award, long service annual leave