CX Strategy Manager

CX Strategy Manager

Why is our CX Strategy Manager role the next step for you?

An exciting and rewarding role in the heart of the Customer Lifecycle team, this role is tasked with defining, implementing & leading the customer experience strategy for Worldpay’s SME portfolio to drive an improvement in Net Promoter Score (NPS) and delivery of YOY reduction in churn.

This is a great chance to join the UK & Europe Line of Business as we shape our Customer Experience strategy for 2018 and beyond - in order to deliver a first class customer experience as well as retain market share & protect customer value.

How will you add value on a day-to-day basis?

This role will lead the Customer success strategy identifying the customer experience and potential opportunities. You will lead the testing and optimisation of customer experience, mapping of customer journeys, identifying pain points/root causes and taking the lead in cross-functional efforts to implement CX improvement initiatives.

You will use your analytical skills with multiple data sources and translate them into simple and meaningful customer initiatives.

You will also play a pivotal role between commercial finance and operations to ensure customer value is retained while operational processes are optimised.

What will make you the ideal candidate?

You will have a strong background in CX whilst being a strategic thinker to drive forward the CX agenda for the UK business. You will have experience of working on or management of Voice of Customer (VOC)/Customer insights projects. Management consultant experience would be desirable but not necessary. 

How is Worldpay changing the world?

Worldpay has merged with Vantiv Inc. to create a new global leader in payments. The new Worldpay will have the scale, the reach and the resources to take our success story to another level. This move allows us to expand further into high growth markets, deliver innovation at scale and above all, brings together exceptional talent and a shared passion that will help propel us forward to the next chapter of our collective story.

Our technology enables billions of payments to be made each year whether online or in person. Working with customers large and small we help them to take payments quickly, safely and reliably, allowing them to grow their businesses and making your life more convenient in the process.

 

Reference

Job Number

JO-1806-12667

Location

Gateshead / England

Business Area

Sales

Employment Type

Permanent- Full-time

Posted

July 2, 2018

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