1614 - Customer Experience Manager

East of England
Head Office – CITB, Sand Martin House, Bittern Way, Fletton Quays, Peterborough, PE2 8TY
Specialist Lead.SL2
Full Time
£56,700 - £69,300
Car Allowance

Job Title: Customer Experience Manager

Location: Peterborough/Hybrid model: Home working, combined with attending the Head Office in Peterborough

Salary Range: £56,700 - £69,300

Car Allowance

Role purpose:

CITB has a clear purpose to support the Construction industry to have a skilled, competent, and inclusive workforce it needs, now and in the future. Customers are at the heart of everything we do, and our culture of collaboration and empowerment means we work across the industry, and with partners, to deliver positive outcomes, with impact, that address key industry challenges of responding to the industry skills demand, developing the capacity and capability of construction training provision and addressing future skills needs.

The Customer Experience Manager is part of a team championing the customer, focussed on creating within CITB a customer obsessed culture. This will be supported by defining and maintaining best in class customer journeys, Personas and customer principles.

The role is a catalyst of change, improving our transforming capabilities to achieve positive customer outcomes, enhancing customer experiences across a range of channels, processes and touchpoints all to achieve enhanced efficiencies via identifying and managing cross channel and functions continuous improvement initiatives.

The Customer Experience Manager reports directly to the Head of Customer Experience and has two reports covering; Customer Insight and CRM activities. The role is also a key workstream lead within the Customer Experience programme and will work collaboratively within the marketing function to align with the broader business to deliver our customer and marketing strategy.

Key responsibilities and accountabilities:

The Customer Experience Manager is responsible for ensuring that customers have positive outcomes with CITB at all touchpoints. Key accountabilities include:

Strategy development and implementation: defining “as is”, “to be” customer journeys and identifying problem statements to define and manage the development, planning, prioritisation and implementation of CX initiatives to improve customer journeys and overall customer experience in all channels, especially contact centres. Align the customer strategy to meet the overall business goals of CITB.

Continuous Improvement: analyse current processes and customer data to resolve customer pain points and problems (e.g. customer complaints, VOC, Business insights), identifying trends and root cause analysis to build an on-going plan of short and long term continuous improvements - delivering a better customer experience and ensuring improved levels of customer satisfaction are achieved. Maintaining customer journeys with all changes identified.

Innovation: research, identify, analyse new areas of innovation appropriate to CITB to enhance customer experiences.

Customer Insight: Analyse and leverage customer insight from all channels (engagement teams, digital and contact centres), customer surveys, reviews and direct communications to create a single view of CITB’s customer groups to better understand customer needs and inform planning and prioritisation of activities that deliver impact on the customer experience and brand reputation.

CRM: oversee CRM initiatives, informing road maps, data accuracy initiatives.

Collaborating: work; cross functionally with internal stakeholders, enabling partners & other 3rd party suppliers, to understand business requirements and align strategies and improve the customer journeys. Act as the main champion of the ‘voice of the customer’, lead and co-ordinate the Customer Action Group.

Measurement & Reporting: establish and manage SLA’s, key performance CX indicators (e.g. CSat) and regularly report on the progress and success of customer experience initiatives across all channels, to demonstrate the value and impact of all initiatives.

Best practice: contribute to developing a strong customer centric driven culture, embedding change via sharing best practice principles that enhance performance of processes & people to drive a focus on excellent customer excellence. Ensuring all employees are educated to understand the importance of a positive customer experience.

Budget: to plan forecast spend and manage annual and monthly budgets associated with CX initiatives.

Governance: to work within the corporate audit & compliance governance framework and demonstrate the values and capabilities of the organisation to ensure that CITB meets its statutory and legislative obligations, e.g. ensure CRM is compliant with CITB’s Data & Information Governance Policies data privacy regulations ( GDPR) and that data usage complies with the CITB data information strategy.

Knowledge and Experience:


Bachelor's degree in business, marketing, or equivalent vocational qualification or experience desired

Passionate about customer and delivering positive outcomes. Ability to make the complex simple.

A strong level of business knowledge and experience across operational channels (sales/ engagement teams, contact centres and digital channels), processes, systems and technology platforms.

A proven background in managing a customer strategy initiatives, road maps and action plans across multiple channels, managing the end to end customer experience to achieve positive customer outcomes.

Strong and proven ability to understand and interpret customer goals and translate those into positive experiences that address what matters most

Has a comprehensive understanding of business improvement methodologies/ tools, e.g: design thinking, E2E journey mapping, persona creation, Service Blue Print, CRO optimisation.

Excellent communication skills – ability to influence and manage a range of key internal and external stakeholders. Excellent relationship-building skills in order to build rapport with customers and clients.

Commercial with experience of defining areas for continual improvement activities by leveraging data.

Strong project management skills and ability to collaborate across a range of key senior stakeholders and functional teams. Excellent team player with a collaborative approach to working.

Highly organised, efficient and proactive. Ability to plan and deliver on time and in budget, looking for ways to improve ways of working

Establishing and managing budgets and procurement

Working independently with reporting accountability

Ability to work collaboratively and build productive team relationships – an amazing cross functional leadership to develop a plan and getting disparate groups to work together to get things done.

Ability to analyse, organise and prioritise work whilst meeting multiple deadline

Strong analytical/ KPI driven and problem-solving skills.

Proficiency in data analysis and reporting tools (advanced analytics).

Evidence of influencing skills and stakeholder management to influence, interrogate and respond to briefs.


Knowledge of training, Further Education and Higher Education sector

Experience in the recruitment, careers, education, training or skills environment

Awareness of challenges faced by British Construction

Experience of working with the Government Communications Service (GCS) or Government Digital Service (GDS).

Good understanding of available and emerging data regulations and best practice (GDPR and compliance issues)

Resilience to be challenged to ensure focus is maintained and an efficient and effective team is developed.

Special Conditions/Other Requirements:

Hybrid model: Home working, combined with attending the Head Office in Peterborough, visiting our colleges across GB, and travel across GB to meet customers, providers and other stakeholders. A full and clean driving licence is required. Occasional travel throughout GB may be required, which could include overnight stays.


  • 33 days holiday per year (Including bank holidays)
  • Flexible benefits including childcare vouchers, cycle to work and insurance
  • Pension scheme
  • Employee discounts
  • Long service awards
  • CITB recognition scheme
  • Employee assistance programme
For general queries regarding your application, please contact our customer contact services CITB-recruitment-enquiries@gov.sscl.com  or 0345 241 5364.

04/03/2024, 23:55 hours

To be confirmed
Find out about our Behavioural competency framework and CITB's values.

This Vacancy is closed to applications.