Customer Experience Innovation Manager, Farnborough, Contract Customer Experience Innovation Manager Hays are delighted to be working with our global client, one of the world''s most successful premium manufacturers of cars, motorcycles, and provider of premium services. Our client demonstrates a commitment to innovation, sustainability, and product responsibility all the way from development to production. Their aim is to play a dynamic and innovative role in shaping the face of mobility. Our client highly values each and every person; their passion, commitment, uniqueness and contribution to shaping the future success of their business.About the job:We are recruiting for a Customer Experience Innovation Manager to join our client on a temporary assignment. This role is quite heavily focused on identifying the main pain points within a contact centre, customer surveys, CIC, complaints department, analysing these and putting improvement plans in place.The person will be looking at the end-to-end customer journey, collaborating with different teams to put fixes in place and looking at the contact centre landscape, customer strategy and operations.The opportunityResponsibility• Develop and define the End-to-End Customer journey to develop Customer Insight and ensure customer pain points can be regularly gathered from all touchpoints, assessed, and fed back into Customer Experience Planning processes for action.• Proactively gather intelligence on digital trends to influence ch