Do you have a passion for meeting and exceeding customer, client or user needs and expectations? Do the levels of financial insecurity and injustice in the UK leave you seething and impatient to have a real impact on making things better?

Turn2us is looking for a Customer Experience manager to lead on developing customer journeys around welfare benefits, income maximisation, referrals to other services, and more, for 8 million users. Working in collaboration with experts in Welfare Benefits, Income Maximisation and our Contact Centre, you will build a deep understanding of our customers’ experiences, the journeys they need to take to meet their needs and goals, and how Turn2us and our partners can form a supportive part of those journeys.

Turn2us is a national charity tackling poverty and the structural causes of poverty. We work with co-producers and partners to provide people in financial crisis with the means and agency to get back on their feet, build resilience, move forward with their lives and thrive.

If you’re an experienced CX leader who wants work that will stretch your intelligence and creativity, who is willing to be led by the people you want to support, and who genuinely wants to have an outsized impact, we really want to meet you!

Job Description:

Job Title: Customer Experience Manager

Department: Information Programmes

Reports to: Head of Information Programmes

Location: Head Office, Hammersmith, London W6 7NL & homeoworking

Type of Role: Full-time, permanent

Purpose of the Role: The Customer Experience Manager leads the strategic and editorial design of the information journeys for all our programmes.

Duties:

1. Editorial and creative leadership for co-produced customer journeys delivering relevant, timely information and support through channels including, but not exclusively, web, social, video, print, chatbot, email and the Contact Centre to work with customers building their long term financial security.

• Work with Programmes and Partnerships (P&P) colleagues and the Head of Information Programmes (IP) to define customer experience journeys addressing the financial security needs of our audiences.

• In collaboration with co-production partners, external partners and subject experts, lead the Customer Experience team in turning customer experience journeys into compelling information content in line with our organisational values, co-production commitments, Equality Diversity & Inclusion, wellbeing, accessibility and safeguarding lenses.

• Regularly review the relevance and accuracy of all information, always being prepared to question and improve and seek inputs from benefits advisers and other subject experts.

• Set up processes to review the effectiveness of customer journeys working in partnership with the Impact and Insight team and Digital team  and implement recommended changes and updates.

• Be attentive and responsive to the complex, constantly changing needs of customers without compromising on long term organisational goals.

2. Lead on the development of an organisational customer experience approach to information programming rooted in social justice with a rights-based approach including clear Equality Diversity & Inclusion, wellbeing, accessibility and safeguarding lenses.

• In collaboration with the Insight and Impact team and co-producers, deploy insights, data and research from internal and external sources to achieve a deep understanding of the understanding of the different, overlapping segments of our customers, their complex needs, and how they use and interact with our integrated programmes.

• Lead on the development of outcomes-driven, customer experience journeys and to shift power to customers addressing financial crisis and related issues in the context of integrated Turn2us programmes.

• Work closely with the Safeguarding Manager to ensure that our customer journeys support people’s safety.

3. Lead on the development and delivery of Turn2us Information Quality Standards in line with our rights-based approach, values and commitment to co-production across Turn2us and support colleagues in applying them.

• Lead the co-production of an Information Quality Standard project that promotes customer rights, shifts power to customers and supports our values.

• After delivery, continue to review and evolve the adopted standard and promote its use and value with partners and across the sector.

• Work with the team to ensure our content and customer experience journeys are always up to date and as effective as they can be.

• In collaboration with other content managers, and teams, lead the re-framing or sunsetting of legacy resources and content in ways that are most appropriate for a given channel and audience.

4. Build collaborative relationships internally and externally and particularly in Programmes and Partnerships, Insight & Impact, Digital & Design and External Affairs, and supporting external partners, centring the experience, needs and journey of the customer at all times.

• In collaboration with the Digital Innovation Partner, meet customer experience objectives through piloting new tools and techniques to support specific customer audiences and needs.

• Maintain an engagement with current thinking and ideas about customer experience design and be a conduit for new and innovative thinking in this area.

• Draw on the expertise of other Turn2us teams to identify new and compelling ways of telling our information stories.

• Work closely with the Contact Centre to identify candidate customer journeys for ‘digital shift’ and lead the process of specifying and delivering those journeys in a digital customer experience context.

• Support the Community Information Programmes Officer in developing e-learning resources and building partnerships through Local Programmes, the work of the Information Partnerships Development Officer and the Corporate Engagement team.

• Work with the programme leads across the P&P team to ensure that customer experiences are coherent and relevant across all programmes.

5. Develop, empower and motivate Customer Experience team members to deliver the best information and support possible for our customers.

• Own the management of co-production partners and support team members in their facilitation of co-production partner engagement in our programmes.

• Create a collegiate, collaborative team culture where colleagues take responsibility for their work and its outcomes, feel supported and able to grow their skills.

• Understand and act upon Turn2us policies and processes, particularly relating to safeguarding,  our values, EDIB and our commitments to systems change, and speak up when yo feel an approach should be challenged or could be improved.

These are the normal duties, which the Charity requires from the position. However, it is necessary for all staff to be flexible and all employees will be required from time to time to perform other duties as may be required by the Charity for the efficient running of the charity.  This Job Description is non-contractual. It will be reviewed from time to time and may be subject to change.

At Turn2us, we are committed to protecting personnel, children, adults, and service users from any harm arising from each other, themselves, our activities, or organisational failings whilst in contact with us. The post holder will be required to follow the safeguarding policy and will be responsible for integrating safeguarding into all aspects of their work.

The post holder will be expected to ensure that their work complies with contractual terms and conditions, the Charity’s policies and procedures and key legislation, such as data protection and charity law.

Person Specification:

Skills:                                    

• Can deploy a strategic approach to digital content, journeys and technology

• Excellent written, editorial, presentation skills

• Relationship management

• Project management

• Able to quickly learn and make use of digital tools as a power user                                                                   

Knowledge:   

• Broad understanding of customer/user experience principles

• Excellent understanding and experience of applying web/digital accessibility

• Has used and worked within a variety of project management contexts

• (Desirable) domain knowledge relating to the poverty/financial/housing/debt sector or similar

Experience:              

• Considerable experience of leading the delivery of customer journeys and/or information programmes in a digital context

• Experience of co-production (desirable)

• Good understanding of audience motivations and profiles

• Experience of poverty themselves or of tackling poverty

Personal Attributes:            

• Collaborative, facilitative leadership style

• Is collaborative and partnership focused

• Exercises initiative and originality to improve approaches and processes

• Creatively applies knowledge gained from previous experience

• Is sensitive to needs of digitally excluded customers

Turn2us is fully committed to equity, diversity and inclusion in our sector. We want this to be reflected in the diversity of the people who work for us and we are particularly interested in applications from people from all backgrounds.