We are a world class equipment manufacturer with a significant international presence, actively looking to recruit a Customer Experience Business Partner to deliver customer-focus process improvement activities across our business. Our machinery, products and services deliver both stand-alone and fully-integrated technological solutions to customers across a diverse range of industries.
The key areas of focus for this role are improving our Net Promoter Score (NPS) customer metrics (gathering and analysing data to identify trends and investigate through route cause analysis), standardising customer complains handling to yield better quality data, and driving process improvement projects.
Based at our Cambridgeshire headquarters, you will be involved in customer-focused process improvements projects which will require you to engage with culturally diverse key stakeholders including regional direct sales teams (12 across the world), aftercare support teams, and customers globally. These projects will encompass the entire customer-company interaction journey. A key trait required is customer empathy. Ensuring customers have a positive experience throughout their interactions with the business is critical as the greatest financial income from our customers across the lifespan of a product through aftermarket service agreements and the consumables used. You will be responsible for developing and driving sourcing improvements within the company\'s supply chain and distribution networks.
This is an exciting time to join us as the concept of this global approach to customer experience excellence is still relatively new for the company, and as such, there is a great deal of scope and opportunities for you to make significant impacts on improving both the customer experience and procedures within the business. Supported from the very top of the company, you will be an integral part of the Group Customer Experience Team which is currently comprised of a Director, Manager and 3 Business Partners.
Applications are invited from Customer Experience practitioners who have a proven track record of working on process improvement projects and be familiar with LEAN principles / Continuous Improvement tools and methodologies. Candidates must be motivated to set their own targets and exceed KPI requirements (individual and team) and display an enthusiasm for customer experience continuous improvement initiatives.
Candidates must have excellent interpersonal and communication skills, both verbal and written, and be confident liaising with a culturally-diverse of stakeholders. You also need to be confident working with data to design, gather and analyse relevant information in order to identify trends and make recommendations.
This role will be predominantly office-based but will involve some domestic and European travel to visit suppliers and distributers, so a driving licence and passport are essential. There will also be excellent career progression opportunities associated with this role, together with a very competitive salary and excellent package including company car.
Apply now to be considered immediately by a business renowned for its continued investment into research & development, dedication to diversifying its product offerings through NPD and NPI, and continued focus on improving the experience of their valued customers.
When applying for this role, please indicate your current salary (plus benefits package), minimum salary required, notice period and your reasons for wishing to move from your current company. Alliance Consulting is acting as an employment agency in this respect. Alliance Consulting specialise in the placement of engineers throughout the UK. By sending us your CV you are explicitly consenting to our processing of your personal data on a computer database and/or in manual files for the purpose of evaluating your application for employment. This processing will be carried out in accordance with the UK Data Protection Act 1998. By applying for this role you hereby consent to us submitting your CV to our client. If you do not wish your CV to be sent to our client then you must clearly state this to us. Equally, if there are any companies that you do not wish your CV to be sent to (for whatever reason), then please let us know of this when you apply.