Customer Experience Improvement Specialist

Are you passionate about delivering great customer experiences and driving real change in frontline services? We're looking for a proactive and engaging Customer Experience Improvement Specialist to help ensure that improvements are not only designed-but truly understood, adopted, and embedded within our customer operations teams.

Working as part of a small specialist team, you will play a key role in bringing change to life across Customer Experience. You will work closely with frontline teams, operational managers and internal stakeholders to ensure new initiatives, process changes and improvements are effectively delivered into the live environment and achieve the intended impact.

This is a highly visible role, ideal for someone who enjoys working with people, solving problems in real time, and turning ideas into meaningful improvements for customers.

Responsibilities Driving engagement and delivering change

• Work with the customer operations teams to identify solutions and targeted initiatives that deliver better customer experiences
• Facilitate workshops and support operational teams in understanding and shaping improvements
• Design and deliver engaging training, briefings and coaching that bring new processes and services to life, ensuring teams are confident and ready for change

Supporting the successful rollout of new initiatives

• Support the planning and delivery of new systems, process changes and service improvements into frontline operations
• Ensure that changes are clearly communicated, understood and effectively adopted by customer service teams
• Maintain strong relationships with stakeholders and act as a key point of contact for engagement and delivery support

Contributing to continuous improvement

• Identify service delivery problems and opportunities to improve frontline services
• Support the development, tracking and implementation of improvement plans
• Work with colleagues across the team to ensure improvements are embedded into business-as-usual activity and deliver measurable benefits
• Use feedback from frontline teams and customers to continuously refine ways of working

Working as part of a wider improvement team

• Collaborate with colleagues to support process reviews, system improvements and service development activity
• Contribute to wider team responsibilities such as supporting surveys and feeding into improvement planning
• Take an active role in ensuring the customer remains at the heart of everything we do

Ideal candidates

• Confident working with frontline teams and able to quickly build strong, credible relationships
• Highly engaging communicators, comfortable delivering training, facilitating workshops and presenting to different audiences
• Practical problem solvers who can identify issues and implement effective solutions
• Able to balance structured improvement work with a hands-on, delivery-focused approach
• Passionate about improving the customer experience and making a tangible difference.

Location

The location for this role is 16 Summer Lane, Birmingham, B19 3SD with at least 2 days a week spent in the office.

Proposed start date

The proposed start date for this role is September 2026.

Salary and benefits

We advertise salary ranges, with new appointments typically starting at the lowest salary point. In exceptional cases, the salary point may be adjusted to secure the best candidate. This approach allows for potential year-on-year salary increases, offering progression and appropriate rewards to employees. Requests for salaries above the maximum advertised range will not be considered.

• Local Government Pension Scheme (one of the most generous pension schemes in the UK).
• Shared Cost Additional Voluntary Contribution scheme where you can build an additional pot of money alongside your pension with contributions exempt from Income Tax and National Insurance contributions (NICs).
• 28 days paid annual leave (with an option to purchase more) + Statutory days.
• EV car benefit scheme
• Healthcare plans.
• Discounted gym membership, will writing, mortgage advice.
• An option to buy a bicycle, including e-bikes and adapted pedal cycles, at a discounted rate.
• 3 days of paid leave each year to volunteer.
• Interest-free financing through SmartTech to buy the latest technology
• Discounted shopping with over 2,000 big-name retailers, and more. You can now also obtain a Costco membership through the WMCA.
• Boundless unlocks unlimited entry to top-rated UK attractions and loads of extra benefits and discounts.
• Eye Care Scheme, offering a free eye test and a financial contribution towards your glasses.

Equal opportunity, diversity and inclusion

The right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed.

Non-UK applicants (excluding Ireland) would be required to hold a relevant Visa from the UK Visas and Immigration (UKVI).

We gladly consider part time, flexible, and job share arrangements, so please don't let these factors deter you from applying.

WMCA holds diversity accreditations, such as the RACE Code Quality Mark, Armed Forces Covenant (Gold status) and has been recognised as one of the Inclusive Top 50 Employers and The Times Top 50 Employers for Women. We're a Disability Confident Employer with 'Leader' status, committed to interviewing applicants with disabilities who meet all the essential role criteria.

We are also proud to be a Ban the Box employer, which means we do not ask about criminal convictions at the initial application stage, and will only ask after an offer is made as part of our onboarding checks, which helps us remove barriers for people with past convictions and support fair opportunities for all.

We recognise that certain groups, such as women and people of colour, may be less likely to apply for roles if they feel they do not meet all the requirements. However, we encourage individuals who are passionate about the role and want to make a difference to still apply. We value potential and encourage applicants to highlight their skills, including transferable ones, even if they don't fit the traditional "perfect candidate" mould.