Supplier Customer Experience & Continuous Improvement Manager - Remote

Overview

The Supplier Customer Experience & Continuous Improvement Manager will enhance the customer experience delivered by partners, support operational teams, and drive continuous improvement initiatives.

In Short

• Lead conversations with suppliers regarding process opportunities and customer experience insights.
• Develop roadmaps for improvements with clear timelines and measures of success.
• Monitor customer satisfaction scores and feedback to identify areas for improvement.
• Own development opportunities and improvements through to completion.
• Build strong relationships with internal stakeholders to facilitate change.
• Analyze data to make recommendations for product improvements.
• Implement a continuous improvement cycle with regular change management meetings.
• Deep dive into customer experience delivered by partners to drive improvements.
• Be the point of contact for broader customer experience initiatives.
• Create monthly reports on customer experience themes and trends.

Requirements

• Deep knowledge and experience in Customer Experience and Continuous Improvement.
• Comfortable with travel to offshore sites.
• Passionate about improving customer processes.
• Detail-oriented in analyzing customer interactions.
• Comfortable coaching partners for optimal customer journeys.
• Focus on improving governance within supplier management.
• Ability to hold partners accountable for customer outcomes.

Benefits

• Salary range of £48,000 - £62,000 plus share options.
• Remote work with occasional travel to London and other sites.
• Flexible working hours.
• £1,000 annual learning budget.
• Support for work-from-home setup.
• Additional benefits available.