Customer Experience Manager

Job ID:40754
Location:Gdansk : al Zwyciestwa 13a 
Position Category:Customer Service
Position Type:Employee Fixed Term

Customer Experience Manager 

Lloyds Register

Location: Gdansk, Poland

What we’re looking for

The Customer Experience Manager has a vital role to play in achieving our ambitions. They will lead the drive for world-class customer centricity across LR’s global business, supporting retention and growth of clients, customer advocacy and value. They will leverage and develop customer insights, drawing on and deepening our understanding of what customers really want from LR. As a subject matter expert influencing our major change programmes, the Customer Experience lead will ensure that we transform the business in line with client needs and expectations.  In collaborating with teams across LR, they will also support the continual improvement of customer experience in business-as-usual operations. The Customer Experience Manager will be an able advocate for the customer, using data, insights, measurement and experience to tell compelling customer stories and ensuring that the voice of the customer is heard and acted upon across LR.   

What we offer you 

• The opportunity to work for an organization that has a strong sense of purpose, is values-driven and helps colleagues to develop professionally and personally through our range of people development programs
• Hybrid Work
• Fixed Term of 12 months

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The Role 

• Take role of Subject Matter Expert (SME) to major change programme project teams as the expert on customer needs and customer experience, to ensure customer-centric design of services and experiences
• Analyse voice of the customer data and feedback to understand the degree to which customers are satisfied or dissatisfied, digging into areas of dissatisfaction to understand causal factors
• Design and deliver depth interviews, surveys and focus groups to develop deep insights into customer experiences, behaviours and motivations, pain points, current and future needs 
• Map and measure customer journeys and create service blueprints to understand the effectiveness of the existing client experience, identify pain points and target improvement opportunities
• Map the customer life-cycle, identify key moments of truth and points of opportunity and risk for retention and value creation
• Support target state design, including delivery of workshops and co-creation activities with clients and employees  
• Support design and delivery of metrics to monitor LR’s effectiveness for clients; own the insights from transactional surveys
• Work closely with the continuous improvement team as the VoC expert, supporting root cause analysis, enabling prioritisation based on impact on customer advocacy, retention and cost and ensuring that solutions are client-centric
• Collaborate closely with the Product Team to support the initiation and development of both new and existing products and services.
• Collaborate closely with other members of the Insight team to contextualise customer feedback with quantitative analytical data and market and competitive intelligence, to deliver powerful, actionable intelligence on business opportunities and risks
• Ensure that insights are communicated to stakeholders in a clear, engaging way, using a variety of channels, influencing actively and effectively to ensure that insights are heard, understood and lead to action to improve business performance.  Tell compelling stories that promote culture change and client-centric behaviours, to support delivery of LR’s strategy
• Role model within the team, supporting collaboration, coaching, performance management, talent/succession planning, training, development and cross-skilling to build and sustain a high-performance culture  

What you bring

• Proven track record in customer experience strategy development and delivery, with tangible evidence of positive impact for clients and business performance 
• Highly developed skills in voice of customer – depth interviews, focus groups, workshops, co-creation techniques and iterative approaches
• Well-developed customer journey mapping and service blueprinting skills along with the ability to translate high-level design into deliverables
• Strong experience in root cause analysis and measurement of journey and experience effectiveness
• Demonstrated expertise in digital experience management, including data analytics and omnichannel marketing strategies to enhance customer engagement across digital platforms.
• Excellent communication, influencing and presentation skills. High capabilities in external and internal stakeholder management, building engagement and commitment to action
• Experience in the creation and delivery of customer experience value propositions
• Passionate about customer experience and insight
• Results driven, self-motivated and tenacious; able to work autonomously or as a collaborative team player
• Proven leadership, management, coaching and role-modelling 
• Desirable: experience delivering primary and secondary research on customers, markets & competitors
• Strong planning and organisation skills

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About us 

We are a leading international technical professional service provider and a leader in classification, compliance, and consultancy services to the marine and offshore industry, a trusted advisor to our customers helping to design, construct and operate their assets to the highest levels of safety and performance. We are shaping the industry’s future through the development of novel and innovative technology for the next generation of assets, while continuing to deliver solutions for our customers every day.

Be a part of 

Lloyd’s Register is wholly owned by the Lloyd’s Register Foundation, a politically and financially independent global charity that aims to engineer a safer world through promoting safety and education. For a thriving ocean economy, Lloyd’s Register colleagues and Lloyd’s Register Foundation work together to fund research, foster industry collaboration and develop action-oriented solutions to make the world a safer place. 

Want to apply. 

Here at Lloyd’s Register, we care, we share and we do the right thing in every situation. It’s ingrained in our culture and everything we do. We are committed, and continually strive, to lead with our values that empower and enable an inclusive environment conducive to your growth, development and engagement. It doesn’t matter who you are, what you have experienced, how you identify, how old you are, where you are from, what your beliefs are or how your brain or body works – the diversity of our colleagues is fundamental to our futures and the changes we can make together. Our inclusive culture allows us to connect together authentically and to be courageous and bold. We don’t just talk about our differences, we celebrate them! 

We are committed to making all stages of our recruitment process accessible to all candidates. Please let us know if you need any assistance or reasonable adjustments throughout your application and we will do everything we possibly can to support you. 

 If you don't tick every box in these ads, please don't rule yourself out. We focus on hiring people who share our goal of working together for a safer, sustainable, thriving ocean economy. 

We care, we share, we do the right thing.

If you have further questions about this role, please contact us at careers@lr.org and we will respond to you as soon as possible.

Diversity and Inclusion at Lloyd's Register:

Together we are one Lloyd’s Register, committed to developing an inclusive and safe workplace that embraces and celebrates diversity. We strive to ensure that all applicants to LR experience equality of opportunity and fair treatment, because we believe it is the right thing to do. We hope you do too.

   As a Disability Confident Committed Employer, we have committed to:

• ensure our recruitment process is inclusive and accessible.
• communicating and promoting vacancies offering an interview to disabled people who meet the minimum criteria for the job.
• anticipating and providing reasonable adjustments as required
• supporting any existing employee who acquires a disability or long-term health condition, enabling them to stay in work.
• at least one activity that will make a difference for disabled people.

Find out more about Disability Confident at: www.gov.uk/disability-confident

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The Lloyd's Register Group comprises charities and non-charitable companies, with the latter supporting the charities in their main goal of enhancing the safety of life and property, at sea, on land and in the air - for the benefit of the public and the environment. (Group entities).