In our newly created role as Customer Experience Manager, you will play a pivotal role in providing strategic and operational leadership for customer-facing services and overall customer experience across Clyde Valley Group.

Reporting to the Customer Service Director, you will:

• Act as the organisational lead for customer experience, ensuring that customer perspectives inform strategy, service design and day-to-day operations.
• Lead and manage our Customer Contact Centre and Customer & Community Engagement teams, while acting as the group-wide lead for customer experience.
• Design and deliver a coherent approach to capturing, analysing and using customer feedback, insight and engagement activity across all services and channels.
• Work collaboratively with operational managers and teams to translate customer insight into service improvements and measurable outcomes.

What We’re Looking For

• Proven leadership exper...