Role: Customer Engagement Partner
Location: London/Manchester/Ruddington
Vacancy Type: Permanent
Salary: UK Salary: £53,878 - £58,916 per annum and London Salary: £55,878 - £62,087 per annum
Security Clearance: BPSS
Spinwell is recruiting for a Customer Engagement Partner for an excellent opportunity within the private sector.
RESPONSIBILITIES OF THE CUSTOMER ENGAGEMENT PARTNER
- Lead the assessment of the impact of change initiatives on customers. Work with programme teams to articulate the identified outcome(s) on customers and translate findings into the end-to-end customer engagement approaches and plans
- Evaluate proposed Solution Viability for change initiatives based on customer perspective. Work with programme teams to scope how the change will be received by customers and use insights to inform end-to-end customer engagement approaches and plans
- Develop end-to-end Customer Engagement approach and plan for all major change initiatives. Work closely with Programme and Commercial colleagues to identify the full range of stakeholders and interested parties impacted by the programme. Then identify effective engagement approaches and methods to improve transparency and customer input into the initiatives
- Execute delivery of end-to-end Customer Engagement activities for major hange initiatives. Work closely with Portfolio & PMO, Programme teams, Commercial and other colleagues to ensure adequate time for activities and key customer engagement milestones are built into each plan, and are reflected in programme delivery plans
- Develop and support on narrative setting and positioning of major change activity to different customer segments. Identify tailored approaches and messaging to reflect the needs of different customer segments
- Build OPR metrics into all engagement approaches and plans, as well as evaluations for programmes, to ensure greater measurement and data-led approaches to Customer Engagement
- Lead on development of messaging and materials for selected channels and forums of engagement to ensure a positive and coherent narrative for client is being created and delivered. Advise and support Customer Engagement Delivery team colleagues with guidance on the tone and narrative for committee and forum papers/ content
- Lead the creation, development, execution and review of initiative specific engagement approaches and plans with the Senior Customer Engagement Manager in
- Establish strong working relationships with internal stakeholders and external stakeholders to provide advice and support for teams on how to best engage with stakeholders
- Conduct analysis of ongoing CE activity to identify improvements for methods of engagement and utilisation of channels. Work with Portfolio & PMO, Programme teams, Commercial and other business areas to ensure engagement is on track, documented and performance data is captured systematically
- Own the Feedback Summary Report and update CE approach and plans. Liaise with Change Initiative teams and Senior Customer Engagement Manager to determine how customers’ feedback will be sought, incorporated into Executive and Board consideration (where appropriate) and the feedback loop is closed with customers once a decision has been made
- Conduct measurement and evaluation of activities outlined in the CE approach and plan for major change initiatives. Provide report to senior management of outcomes achieved for each change initiative and how learnings can be fed into future CE activities for major change initiatives
- Work with wider teams to constructively challenge existing communications methods, processes and ways of working, and identify improved methods of engagement and utilisation of channels to improve reach and engage with target customers and client performance
- Provide best practice customer engagement guidance to colleagues in Customer Engagement and teams
SKILLS/EXPERIENCE OF THE CUSTOMER ENGAGEMENT PARTNER
- Stakeholder Influencing
- Ability to influence senior stakeholders internally and externally.
- Comfortable challenging and advising senior leaders.
- Strategic Communications
- Development of communication strategies and engagement plans.
- Ability to shape messaging and narratives.
- Complex Information Translation
- Converting technical, regulatory, and business information into accessible communications.
- Creating compelling presentations and engagement materials.
- Programme Engagement Experience
- Engagement ownership throughout programme lifecycles.
- Experience developing communication strategies from concept through delivery.
- Governance Knowledge
- Understanding of governance environments.
- SEC governance experience highly desirable.
- Regulatory or politically complex stakeholder environments viewed positively.
- Relationship Management
- Strong customer and stakeholder engagement capability.
- Experience working across multiple stakeholder groups.
- Presentation & Facilitation Skills
- Ability to present within forums when required.
- Ability to coach or support others in delivering messages.
If you are a Customer Engagement Partner, apply now or send your CV to Spinwell!
We welcome all applications regardless of background, in line with our commitment to diversity, equality and inclusion.
Applying to this or any other vacancy advertised by Spinwell Ltd constitutes an agreement for Spinwell Ltd to hold your details for 24 months for the purpose of assessing suitability for the advertised position and to make you aware of any other positions deemed suitable of which You will make you aware by means of either email, text or phone. In line with GDPR regulations you are able to request your details be removed from the company data at any time by emailing us