Customer Experience Delivery Lead

Customer Experience Delivery Lead
Permanent
Manchester: £35,000 - £39,000
London: £36,000 - £41,000
Smart Hybrid

Are you looking to make a positive impact to Teachers across the UK?

With your delivery management skills you'll focus on the end customer and really influence and drive change to deliver a positive Customer Experience.

With an Agile or Scrum Master background, you will be responsible for driving the successful delivery of CX initiatives and projects across AQA through an agile framework.

AQA is much more than just an awarding organisation, our purpose is to advance education by enabling teachers and students to realise their potential. Our purpose is the reason AQA exists - we're here to make a positive difference in the world by bringing out the best in teachers and students.

Purpose
In your role as Customer Experience Delivery Lead (which is known internally as Customer Experience Performance and Planning Lead) you'll organise and oversee the CX programme of work. Collaborating and working in a matrix style across all areas and levels of the organisation providing insights, guidance and supporting improvement efforts to ensure our customers are kept front and centre in everything we do. Developing and managing the roadmap of key CX activities; challenging and enabling the delivery of such activities in order to drive a best in class, proven CX performance. Mitigating risks of delivery and to be the objective voice ensuring continuous and sustained improvements.

Joining the Customer Experience team will provide you with the opportunity to see everything teachers experience as customers of AQA, and be part of the team that drives the organisation to make the necessary changes to improve the services and support we offer our customers that differentiate us as an awarding organisation.

What's in it for you?

• Reporting to the Head of Customer Experience, you'll have exposure and influence across the whole organisation.

• Professional and personal development at your fingertips.

• Supportive and driven peer group and a real sense of being heard.

• Access to a pension which would see you paying in 7% and AQA contributing 11.5%.

• Life Assurance, 35 hour working week, 25 days holiday increasing with service and additional office closure between Christmas and New Year

• Private Medical Insurance and Health Care Cash Reward Plan

• The ability to unwind and focus on self-care through the full Headspace App and our Employee assistance and wellbeing programmes.

What you'll do

• Work in an overall team of 8, you'll take the lead in ensuring all the Customer Experience (CX) initiatives are meticulously planned prioritised and routed to ensure the best solution in an agile way.

• You'll use process improvement and agile methodologies to really look at the Customer journey across all of AQA and be the point person across multiple initiatives being run in CXs name. You'll use your Customer Experience knowledge and ability to influence to drive change through Customer Experience principles and tools.

• Engage with, and hold to account, operational functions responsible for delivering key experience improvements within the CX programme of activities ensuring all initiatives are on track , risks are logged and managed.

• Champion the voice of the customer in a matrixed environment to deliver a roadmap of activity that delivers a balance of short term improvements and medium to long term differentiation. Using gravitas, planning and Management Information to meticulously organise and deliver this constant stream of projects to ensure our Customers are Front and Centre.

• Having planned and used creative problem solving solutions in a multiple and conflicting prioritisation environment in the past will stand you in good stead.

• As someone who understands the necessity of planning, organisation, creative problem solving, and has an excellent understanding of how people, objectives, process and systems link together in a complex organisational environment then this is the job for you.

What next?

Upload your most recent CV with a cover letter explaining your suitability for the role.

All applications will receive a written response

We will be holding interviews throughout April and hope to have offered by the end of the month.