Customer Experience Manager (mfd)

KARL STORZ is one of the worlds leading suppliers of medical equipment for minimally invasive surgery. Since its beginnings in 1945 KARL STORZ has established itself worldwide as an international and highly regarded company in the production and sale of medical instruments and devices.

The family-owned company KARL STORZ applies tradition and experience to think about tomorrow today. The company caters for future trends with sophisticated products services and processes that systematically support our global activities. Our commitment to performance and professionalism means we can guarantee both user and patient the ideal doing so we secure and create top-quality jobs in all our corporate locations.

Customer Experience Manager

Location: Slough

Reporting to: Service Improvement Manager

About the Role

Were looking for a proactive and customerfocused Customer Experience Manager to lead our efforts in delivering exceptional service and shaping a bestinclass customer this role you will champion customer insights drive dataled improvements and ensure every customer interaction reflects our commitment to quality and service excellence.

Main Purpose of the Role

The Customer Experience Manager drives outstanding customer satisfaction and loyalty by monitoring key experience metrics using data insights to identify and implement improvements and ensuring effective resolution of customer complaints to uphold the companys commitment to service excellence.

What Youll Be Doing

Customer Experience Metrics

- Gather validate and manage CSAT and NPS data from surveys CRM systems and feedback tools.

- Analyse performance trends and assess customer satisfaction and loyalty levels.

- Build dashboards and reports to monitor progress against targets.

- Present insights and recommendations to senior leadership.

Data Analytics & Insights

- Collect and interpret customer feedback and behavioural data.

- Use advanced analytics to identify trends shaping the customer journey.

- Collaborate with product operations and service teams to deliver meaningful datadriven improvements.

Strategy & Continuous Improvement

- Develop and execute customer experience strategies aligned with business goals.

- Lead initiatives to elevate service quality and reduce complaint volumes.

- Benchmark performance against industry standards.

Stakeholder Engagement

- Act as the voice of the customer across the organisation.

- Work with crossfunctional teams to embed customercentric processes.

- Deliver clear reporting updates and insights to key stakeholders.

- Build understanding of KARL STORZ products solutions and services.

- Support wider business needs through ad hoc responsibilities.

Customer Complaint Management

- Oversee effective and timely resolution of customer complaints.

- Manage escalation processes to ensure prompt action.

- Identify root causes and prevent recurring issues.

What Youll Bring

- Bachelors degree in Business Marketing Data Analytics or a related field.

- Experience in customer experience management or service operations.

- Strong analytical skills with tools such as Excel Power BI or Tableau.

- Experience using customer feedback tools and CRM systems (e.g. Salesforce).

- Excellent communication and interpersonal skills.

- Strong problemsolving abilities.

- Ability to manage multiple priorities in a fastmoving environment.

Technical Skills

- Confident user of Microsoft Office Suite.

- Full clean driving licence.

Additional Information

Travel: May involve travel to customer sites and company meetings.

Health & Safety: Follow all company health safety quality and environmental policies.

Quality & Compliance: Take ownership of relevant CAPA activities including root cause analysis.

Your Benefits

• 34 days holiday (inclusive of public holidays)
• Generous Pension
• Private Medical
• Medical cash back scheme
• Company sick pay
• Life Assurance
• Critical illness and income protection (service requirements apply)
• Perkbox benefits platform