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Group Customer Experience Manager

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Date: 09-Jan-2018

Location: London, GB

Company: Lloyds Register

Job ID:6421
Location:London : 71 Fenchurch Street (LR_L000111)
Position Category:Customer Service
Department:GB104106 : CRP-MARKETING (GB104106)
Position Type:Employee Regular
EducationRequired:See Job Description
Experience Required:See Job Description
Relocation Provided:


Group Customer Experience Manager


Location: London


Lloyd’s Register moves with the times. With 250+ years of industry-defining excellence behind us, we’re more committed than ever to meeting the challenge of setting today’s global standards. We’re a truly global organisation, working in global teams to help global clients manage and overcome global safety risks. And setting global standards of excellence brings fresh challenges every day – giving our people more access to work that interests them personally and stretches them professionally. If you have the ambition and international mind-set to match ours, there’s no telling how far you can go here.


Bring world-class Customer Centricity to our global Lloyd’s Register Strategy and make the most of your experience, doing more of what you love. As part of the new corporate strategy a key objective is to develop our customer experience. Elaine Roberts (CMO) was hired to deliver a new approach to marketing, product management and customer focus. She hired the Customer Experience Director whose initial focus was to understand how we currently deliver services to our customers. The outcome of this investigation has delivered an exciting new opportunity for someone to come in and engage with Lloyd’s Register’s on delivering a new approach to service delivery.


The role will deliver the group-wide Customer Experience Development programme through an integrated suite of transformational activities.  Leveraging customer insight and collaborating closely with the business-streams to define the customer experience proposition, designing and delivering specific improvements to the end-to-end customer journey. This is a Greenfield opportunity for someone to join a new team, where your personal contributions will have an impact globally.


You will:


  • Define the service proposition for the cross-business customer experience and developing strategies to support the proposition.
  • Identify the people, process and technology capabilities required to deliver the desired customer experience and then plan for the implementation of those experiences.
  • Analyse ‘voice of the customer’ (VOC) information to understand why customers are satisfied/dissatisfied along with their attitudes and motivations in order to develop deep insights into customer needs and behaviours.
  • Translate high-level experience design into specific treatments which customers will receive for each type of interaction across the business and throughout their relationship
  • Develop customer journey maps and persona profiles for existing and to be developed products/services.
  • Assemble end-to-end customer journey stakeholder teams to plan and manage the customer experience for existing and to be developed products/services


You will have


  • Demonstrable customer experience/strategy development skills.  Prior experience in marketing/customer service/customer data analytics.
  • Well-developed customer journey mapping skills along with the ability to translate high-level design into deliverables.
  • Excellent communication, influencing and presentation skills. High capabilities in external and internal stakeholder management.
  • Strong planning and organisation skills.
  • Experience in the creation of customer experience value propositions.
  • Ability to travel to both UK and overseas destinations on a regular basis.
  • Research skills with survey results and analysis.





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