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Customer First Programme Manager

Employer
British Heart Foundation
Location
Camden
Salary
Negotiable
Closing date
5 Mar 2019

Job Details

We have an opportunity for a Programme Manager to lead our Customer First Programme and lead on our three main pillars of work: Customer Insight, Customer Experience and Customer Service.

Customer service should be provided effectively and efficiently across the organisation, providing exactly the information our customers want, in the form they want, when they need it. You'll work to ensure that all changes to existing products, services and any development of new ones will be based on customer insight and provide a great customer experience.

We want customer experience to be the differentiator for BHF and help us build life-long relationships with our customers whether they are patients, carers, supporters, shoppers, volunteers, healthcare professionals or researchers. You'll measure Net Promoter Score, Customer Effort and Customer Satisfaction across all customer touchpoints with the aim to increase our overall organisational NPS and act on the insight we gain through this process.

This programme will involve providing tools, implementing new systems, reviewing existing systems, changing/improving processes and implementing new ones, training and more.

About you

With an excellent understanding of marketing and an MSP Advanced Practitioner you'll be able to demonstrate an understanding and successful usage of a variety of project methodologies (Prince2, Waterfall, Agile).

You'll have a proven track record of managing cross-organisational transformation programmes in large organisations and demonstrable involvement in change management programmes. You will also have the ability to support the wider PMO office by being compliant with in-house style of programme management and documentation.

Able to work collaboratively and effectively with other colleagues working on a complex cross-organisational programme, you'll have extensive experience in business management. You'll have excellent communication skills, able to build and maintain strong working relationship with senior colleagues, demonstrating leadership and a willingness to offer constructive challenge even at senior levels.

About us

Since we were founded, our research has helped turn the tide on heart disease. In the 1960s, 7 in 10 people died of their heart attack. Today, thanks to medical breakthroughs, 7 in 10 survive. Genetic testing helps identify, and pacemakers help control, potentially life-threatening heart conditions. Statins are lowering cholesterol levels for millions and stem cells are helping to unlocking the riddle of regenerative medicine.

The BHF has been involved in so many critical breakthroughs - and we are still leading the way.

How to apply

To apply for this role please click through to our website for further details. Our process involves submitting your CV and a supporting statement, which should outline your interest and explain how you meet the roles criteria.

Please note this is a 12 month fixed term contract and secondment opportunity

For an informal discussion about this role please contact Katie Knight, Head of Customer Experience -

Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert early.

British Heart Foundation recognises and respects the value and diversity of all.

Company

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