Customer Experience Development Manager

HelloFresh is searching for a Customer Experience Development Manager to join our UK Consumer Care team. This is a cross-functional team responsible for driving coordinated projects and solutions that impact contact into our global contact centres. This role will focus on growth and optimisation projects and operational improvements that help reduce overall customer friction points and contact overall into our BPO’s. If you have experience managing and delivering end-to-end projects, this role will be the one for you.

What You Will Be Doing:

• Our business and operations are constantly changing, so adaptability is important. You will work with stakeholders and data platforms to understand changes in the operating environment and their dependencies on our operation to help ensure a culture of continuous data-driven improvement is delivered.
• Gather best practices from International HelloFresh geographies as well as external organisations to develop contact reduction and deflection plans that can be implemented within the UK operation.
• We’re looking for a strong, quantitative, practical problem solver to take the lead on reducing and resolving customer friction and overall contact into our global contact centres that operate as BPO’s on our behalf.
• Seeking out opportunities within the business and modelling the impact on all departments to understand all the potential gains and losses.

Who You Are:

• Excellent project management competencies, including a proven track record of successful delivery of operational projects.
• Strong analytical skills, including the ability to summarise quantitative concepts in a digestible format, using Tableau or other visualisation tools.
• Excellent ability to influence key stakeholders and work cross-functionally and autonomously.
• Ability to manage priorities simultaneously and meet time-sensitive deadlines in a fast-paced environment.
• Strong problem-solving skills, taking ownership of business problems, and using data to create lasting solutions.
• Experience working in an agile environment.
• Strong experience of working in a project delivery role in a retail/consumer goods or logistics-led business.

What you will get in return:

● 70% off HelloFresh or Green Chef boxes
● Company pension scheme
● Gym membership
● Bupa private medical insurance (including dental & family cover options)
● Electric vehicle scheme
● Mental health first aiders and an employee assistance programme
● Dog friendly office! (London site only)
● If in the office, enjoy a free breakfast every day
● Eye care scheme
● Cycle to work scheme
● Group Life Assurance

Location: The HelloFresh Farm, 60 Worship Street, EC2A 2EZ, London 

Hybrid Working Policy
We offer a hybrid working policy for eligible roles, allowing flexibility to work from home and in the office. For more details on eligibility and how this applies to the role you're applying for, please consult with your recruiter.

Next steps: Your application will be reviewed and if successful, a member of the Talent Acquisition Team will be in touch within 2 weeks.

You are required to cooperate with HelloFresh in all health and safety matters. You are responsible for ensuring you take reasonable care of your own health, and safety as well as others who may be affected by the work activities you undertake. You must report incidents immediately and actively raise health and safety-related concerns to your Line Manager. As part of our commitment to maintaining a safe and secure environment, we will process Disclosure and Barring Service (DBS) checks to the successful individual. Failure to disclose relevant information at application or throughout the process could affect your employment with the company. 

If you are currently a HelloFresh employee, please make sure you have discussed your application with your Line Manager.