Hermes Parcelnet

  • Senior Customer Experience Manager

    Town/City Morley
    Posted Date 2 months ago(18/04/2018 14:29)
    Job ID
    Number of Positions
    Customer Service
  • Overview

     The UK's largest home delivery courier network, Hermes will deliver more than 260 million parcels this year on behalf of the biggest names in retail and our network of over 14,500 hard working lifestyle Couriers make this happen providing a high quality doorstep service. We employ over 2,500 people; delivering parcels to over 190 countries.


    We have grown in excess of 15% each year over the past 5 years with even bigger ambitions for the future - there has never been a more exciting time to join us!


    How it feels to work for us:


    Here at Hermes, we empower each individual with both the responsibility to make critical decisions and to explore new ideas to achieve the best performance.


    The biggest thing we are proud of is that our people care. We want you to make a positive difference to our customer’s experience, because in every job at Hermes, you will and you can add value.


    Reporting into the Head of Customer Experience working in a team of 5 the role will be responsible for the end to end customer journey experience for multiple operational journeys.


    Key Responsibilities:


    • Working with the Head of Customer Experience to refine and continually develop the CX measurement programme and drive the customer experience strategy.
    • Embed the deign and delivery of the delivery of customer experince ensuring a consistent and joined up approach accross the Hermes business and Employee Experience (EX) for the UK, aligned to the UK strategy..
    • Engage internal stakeholders to make recommendations to enhance the customer experience demonstrating a clear understanding of the ROI 
    • Provide “outside in thinking” on best practices with regards to Customer Experience and stay abreast of key trends 
    • Define the change roadmap for customer experience and how it will be implemented in Hermes. 
    • Effectively communicate the Customer Experience Strategy to Hermes management and employee groups.
    • Mentor managers across the organisation on how to affect positive CX / EX change, work with them to implement their actions and monitor the impact of their changes.
    • Meet with key external clients and end customers to understand their experience with and expectations of the company.
    • Develop, maintain, and train key stakeholders on a set of standard tools to use with external customers and internal stakeholders.
    • Own the governance process for all CX initiatives. Develop and maintain CX improvement action plans with key stakeholders. Manage the change control of CX programs.
    • Design and implement strategic initiatives for CX improvements. Meet with key stakeholders regularly to review the latest voice-of-customer reports and status against the CX action plans. Interpret results and action accordingly
    • Develop the tools/training required to facilitate customer experience improvements/workshops.


    Essential Skills for the role:


    • Ability to develop and execute against a strategic customer experience/journey roadmap
    • Proven capability at change leadership within an agile environment
    • Relevant subject matter expertise in customer experience and change management
    • Ideally knowledge of the handling and utilisation of complex analytical tools and methodologies (Oracle, Excel and external MI application platforms)
    • Experienced in commercially critical and early stage discovery projects, successfully engaging senior stakeholders across diverse business functions
    • Highly experienced in leading User Experience teams
    • Customer obsessed, with a strong business mindset


     Hermes isn't just about parcels, it's about people and being part of a team. Building those key relationships internally and externally, delivering an excellent customer service experience. If you are self-motivated, thrive on daily challenges and enjoy working as part of a team, we want you to be part of Hermes!



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