Customer Experience Manager
CurrentDrive the development and delivery of brilliant, consistent and recognisable Macmillan experiences across all customer groups and via all channels, supporting the organisation’s objective to be the most known and loved charity in the UK. Working as strategic consultant on multiple organisation-wide change programmes to embed the brand strategy into all elements of these for the benefit of people living with cancer. Supporting teams to develop a quality framework that is aligned to Macmillan Experience Principles and behaviours as well as its Brand promise, objectives and digital ambition. Leading engagement with geographic teams to cascade and realise the delivery of branded Macmillan experiences within services offered by NHS and other clinical and social care partners. Working with Learning & Organisational Development deliver training to ensure that all Macmillan employees and professionals are given the appropriate support to deliver Macmillan branded experiences within their roles. High level of stakeholder management at all levels across the organisation.
