Job Description
West Midlands Combined Authority (WMCA) is looking for a proactive Customer Experience Improvement Specialist to drive initiatives that enhance the customer journey, streamline business processes, and elevate frontline service delivery.
What You Will Be Doing
- Identify service delivery problems and opportunities to improve frontline services.
- Work with customer operations teams to identify solutions and targeted initiatives that deliver better customer experiences.
- Facilitate workshops and create and manage effective continuous improvement plans.
- Track, monitor and report on the progress of agreed improvement plans.
- Maintain a roadmap of key events with customer impacts including product launches, system updates and external events.
- Organise customer satisfaction surveys.
- Develop and maintain a service catalogue that can be used by frontline colleagues to answer customer queries.
- Ensure p...