Customer Experience Executive

Your tasks

The Customer Experience Executive is responsible for creating a consistently positive and seamless experience throughout the customer's journey with Crown.

More than responding to customer enquiries, this role takes an end-to-end view of the customer experience, proactively identifying customer needs, anticipating potential service gaps, gathering feedback, and working across teams to continuously improve how customers experience Crown.

The role acts as the voice of the customer internally, turning customer feedback and experience insights into meaningful improvements across operations, sales and other teams.

Customer Journey & Experience Ownership

• Own the customer experience across key stages of the customer journey, from onboarding and service delivery through to completion and post-service follow-up.
• Understand customer needs, expectations and key moments that shape their overall experience with Crown.
• Proactively engage customers at critical stages of their journey rather than waiting for issues or enquiries to arise.
• Identify customer pain points, service gaps and moments of friction and work with internal teams to improve them.
• Ensure customers receive a consistent experience across different Crown teams and touchpoints.
• Create opportunities to deliver a more personalised and memorable customer experience.

Voice of Customer & Customer Insights

• Actively gather customer feedback through surveys, conversations, service reviews and other feedback channels.
• Analyse customer feedback to identify recurring themes, pain points and opportunities for improvement.
• Track customer experience indicators such as customer satisfaction, NPS, feedback themes, complaints and service recovery outcomes.
• Translate customer feedback into clear insights and recommendations for internal stakeholders.
• Ensure feedback is closed-loop, with customers kept informed where appropriate about actions taken following their feedback.
• Represent the voice of the customer in internal discussions and improvement initiatives.

Proactive Customer Engagement

• Build trusted relationships with customers by understanding what matters most to them throughout their service journey.
• Anticipate customer needs and proactively provide guidance, updates or solutions.
• Manage customer expectations clearly and transparently, particularly during service changes or disruptions.
• Conduct appropriate post-service follow-ups to understand the customer's overall experience and identify improvement opportunities.
• Identify opportunities to strengthen customer confidence, loyalty and advocacy.

Customer Experience Improvement

• Partner with Operations, Sales, Digital and other teams to improve the end-to-end customer journey.
• Identify recurring experience gaps and recommend changes to processes, communications, systems or customer touchpoints.
• Participate in customer journey mapping and continuous improvement initiatives.
• Use customer insights and operational feedback to help simplify and improve the customer experience.
• Support the development and implementation of customer experience standards and best practices.
• Champion a customer-first mindset across teams by helping colleagues understand how their actions impact the overall customer journey.

Service Recovery & Experience Resolution

• Take ownership of customer experience issues that require cross-functional coordination.
• Manage service recovery sensitively and effectively, focusing not only on resolving the immediate issue but also on rebuilding customer confidence.
• Work with internal teams to understand root causes behind recurring customer pain points.
• Ensure lessons from complaints and service failures are converted into preventive improvement actions.
• Identify where systemic improvements can prevent similar customer issues from recurring.

Customer Experience Data & Digital Tools

• Maintain meaningful customer experience data within CRM and relevant digital platforms.
• Track feedback, experience trends and customer journey insights to support business decision-making.
• Develop dashboards or reports that highlight customer experience trends, recurring issues and improvement opportunities.
• Use CRM, automation and digital tools to improve customer engagement and reduce unnecessary manual touchpoints.
• Support the development of more efficient and personalised digital customer journeys.

Requirements

Customer Experience Mindset

• Strong understanding of customer needs, expectations and behaviours.
• Naturally looks at situations from the customer's perspective.
• Focuses on creating positive experiences rather than simply completing transactions.

Proactive & Curious

• Anticipates customer needs and potential pain points before they become issues.
• Curious about why customer problems occur and how the experience can be improved.
• Comfortable challenging existing processes where they negatively impact customers.

Customer Insight & Analytical Thinking

• Able to interpret feedback, identify patterns and translate them into practical improvement actions.
• Comfortable working with customer satisfaction data and experience metrics.
• Uses data together with customer conversations to understand the underlying customer experience.

Communication & Relationship Building

• Strong verbal and written communication skills.
• Able to build trust with customers and internal stakeholders.
• Communicates confidently and empathetically, particularly during difficult customer situations.

Problem Solving & Continuous Improvement

• Looks beyond immediate issue resolution to identify root causes.
• Able to recommend practical changes that improve both customer experience and operational effectiveness.
• Strong ownership mindset with the ability to coordinate improvements across functions.

Collaboration & Influence

• Works effectively across Operations, Sales and support teams.
• Comfortable influencing stakeholders even where there is no direct reporting relationship.
• Able to bring teams together around customer needs and experience improvement.

Qualifications & Experience

• Diploma or Degree in Business, Customer Experience, Marketing, Hospitality, Logistics, Supply Chain or another relevant discipline.
• Minimum 2–3 years' experience in customer experience, customer success, client experience, account management or a customer-facing service environment.
• Experience managing or improving an end-to-end customer journey will be advantageous.
• Experience using customer feedback, satisfaction surveys or customer experience metrics to identify improvement opportunities.
• Strong working knowledge of CRM and Microsoft Office applications.
• Exposure to automation, Power BI, Power Automate or other digital customer experience tools would be advantageous.
• Experience within logistics, mobility, relocation, workspace solutions or other service-based industries would be an advantage.