Digital Customer Experience Manager

Organisation

Cranfield University

School/Department

School of Management

Based at

Cranfield Campus, Cranfield, Bedfordshire

Hours of work

37 hours per week, normally worked Monday to Friday. Flexible working will be considered.

Salary

Full time starting salary is normally in the range of £35,559 to £39,434 per annum, with potential progression up to £48,855 per annum

About the Role

The Digital Customer Experience Manager (DCEM) is a vital role in the design and delivery of innovative and world class digital services and is the owner of the digital experience pillar of SoM’s digital education strategy. This role is required to take responsibility for the School’s digital customer experience initiatives.

Specifically, this role is responsible for designing, creating, and implementing the digital customer experience encompassing the journey from registration to graduation for the School of Management’s digital programme portfolio. This role is in response to the new focus on Digital Learning and will be an integral part of the team delivering Cranfield’s world class transformational learning experience on the Digital Stackable Programmes (DSP). The role will work alongside the Academic Director, Digital Education Programme Manager, and other members of the Stackable Project team to ensure the successful implementation of the Customer Experience journey.

As an additional incentive for the role, we will be offering an optional place on Cranfield’s Executive MBA (via the Level 7 Senior Leaders Apprenticeship Levy) to the successful candidate. This will have the benefit of not only developing the successful applicant personally, it will allow them to experience master’s level studying, and will also introduce them to the content and faculty that they will be working closely with.

About You

To be successful in this role you will need be able to demonstrate previous experience in implementing successful customer experience initiatives, ideally within Higher Education or Corporate learning. You will need to be highly motivated, customer focused, and able to work independently and collaboratively in a Project Team.

You must be able to prioritise and manage a varied and demanding workload to ensure relevant procedures are followed and deadlines met. You will need a strong capability in proof-reading and quality assurance to assist with the finalisation of online content.

In addition, you will be proficient in all Microsoft office applications, and have knowledge/experience of working with CRM/Customer Service systems; you will be a confident communicator with strong customer relations skills, and you will be able to demonstrate your ability to deal with people at all levels of the business and external stakeholders.

About Us

As a specialist postgraduate university, Cranfield’s world-class expertise, large-scale facilities and unrivalled industry partnerships are creating leaders in technology and management globally. Learn more about Cranfield and our unique impact here .

Cranfield School of Management is one of the oldest business schools in Europe. As part of Cranfield University , the UK’s only wholly postgraduate university, we are uniquely placed to connect technology and leadership. Our contribution to global innovation is world-leading, changing the way society thinks, works, and learns.

We are proud of our links with industry. They are an integral part of our history and vital for our future.

Our Values and Commitments

Our shared, stated values help to define who we are and underpin everything we do: Ambition; Impact; Respect; and Community. Find out more here .

We aim to create and maintain a culture in which everyone can work and study together and realise their full potential. We are a Disability Confident Employer and proud members of the Stonewall Diversity Champions Programme. We are committed to actively exploring flexible working options for each role and have been ranked in the Top 30 family friendly employers in the UK by the charity Working Families . Find out more about our key commitments to Equality, Diversity and Inclusion and Flexible Working here .

Working Arrangements

Collaborating and connecting are integral to so much of what we do. Our Working Arrangements Framework provides many staff with the opportunity to flexibly combine on-site and remote working, where job roles allow, balancing the needs of our community of staff, students, clients and partners.

For an informal discussion about this opportunity, please contact Daniel McCormick, Digital Education Programme Manager on (E): [email protected]

Please do not hesitate to contact us for further details on E: [email protected] . Please quote reference number 4373.