Customer Experience Optimisation Specialist

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...