Job Position: Customer Engagement and Improvement Manager

Job Family: Customer Engagement

Division: Vocational Qualifications and Training, Workforce Skills

Learner at the heart

Pearson is a global education company that helps people around the world to make progress in their lives through learning. With a rich heritage that combines 150 years of experience in publishing with the latest learning technology and digital services, we help people to learn whatever, wherever and however they choose. We are now transforming Pearson to accelerate our activity in digital learning, education services and emerging markets. This will enable us to make a lasting impact in helping to solve some of the most important challenges in global education.

Why we need you

We believe education is a vital force that can empower people, help them to reach their potential and contribute to more connected communities, all around the world. Our strength comes from our outstanding people; our strong relationships in the education world; our expertise in using technology to help people learn; our global footprint and local reach; and our position as a profitable, global company with a unifying sense of purpose.

Customer Experience and Improvement Manager

Reporting to the Director of Customer Engagement, your role is to identify, diagnose and improve key components of the customer journey that impact the experience of our customers across the vocational qualifications portfolio. The role will require you to lead a team of customer improvement executives to engage customers and colleagues, understand their experience, process pain points and identify opportunities to deliver improvements to the customer experience. You will work with stakeholders from across the business and from our customers to identify and prioritise the improvement activities that will deliver the most tangible benefit for our customers and demonstrate the measurable impact of the improvements made.

Responsibilities include:

Lead a team of customer improvement executives to engage with customers and colleagues to identify and prioritise improvement activities.

Work with stakeholders across the business to design and implement processes / ways of working / system improvements, to deliver tangible benefits to customers.

Successfully line manage and develop the customer improvement team, including through matrix management as required.

Provide insight to the whole VQ team garnered from customer engagement, to inform the longer-term transformation roadmap.

Define and set the customer improvement team objectives alongside Director of customer engagement, including benchmarks and KPIs and ensure all activity is consistently measured, evaluated and optimized.

Lead ambassador for customer improvement, working across WFS teams to promote customer satisfaction and engagement, including across operational teams not directly line managed within VQ.

Ensure customer improvement teams workloads are successfully prioritised and team work collaboratively

Ensure the customer improvement budget is consistently managed and spend is optimised

Provide guidance, proactive upskilling and encourage best practice sharing across WFS and wider teams to improve customer experience

Who we are looking for:

The successful candidate will need to demonstrate:

• Minimum 5 years’ experience in customer engagement / improvement roles

• Leadership, line management and team development skills

• Stakeholder management skills, internal and external, to bring participants along the journey

• Extensive experience of simultaneously managing multiple projects with different objectives

• Ability to manage multiple stakeholders to drive cohesion and a shared vision

• Strong relationship-building and negotiation skills

• Ability to prioritise most valuable activity

• Exceptional attention to detail and highly organised

• Proactive, pragmatic and analytical mindset

• Positive, collaborative, can-do attitude

• Excellent communication skills

Pearson competencies:

Organisationally Agile Adapts quickly to new situations where roles and work are not clearly defined. Proactively seeks information to understand the reasons for change and adapts approach accordingly.

Influences without Authority Conveys messages and clear outcomes to diverse audiences using the most effective channels in an easily understood, convincing and actionable manner. Identifies stakeholders, seeks input and actively listens to build support and identify best solutions.

Prioritises and makes Effective Decisions Breaks down work into manageable parts, assessing the priorities and schedule required to deliver on time. Ensures the quality of the data provided to analyse possible solutions and support effective decision making.

Builds Relationships Creates relationships with peers quickly and confidently, building trust and win-win partnerships. Proactively networks with other teams to discuss common issues and share knowledge.

Outcomes Oriented Differentiates between outputs and outcomes, working with a focus on achieving desired outcomes. Understands the intended outcomes of own work and how they contribute to Pearson’s broader objectives including customers and learners.

Continuously Improves Actively seeks opportunities for improvement and presents ideas for increasing effectiveness and efficiency of own work. Demonstrates willingness and flexibility to adapt own approach to new ways of working to achieve improved outcomes.

Evidence Informed Identifies and collects reliable data necessary to build evidence to enable and support decisions. Organises and analyses information (into meaningful / related areas) to form robust, evidence-based conclusions.

Commercially Aware Understands and can articulate Pearson’s business goals and what own business, own team and self do to contribute to Pearson’s success. Uses that knowledge to identify better ways of working to meet those goals.

Digitally Focused Understands and embraces how digital technology is changing education and assessment and the implications this has on own day-to-day work. Recognises the opportunities digital technology creates for Pearson to increase its reach, generate profitable business opportunities and create more effective products for its market.

Driven by Customer and Learner Requirements Understands customer/learner needs, what they value and why, and applies creative thinking to make a difference. Makes decisions that have a positive impact on customer and learner issues for the benefit of Pearson overall.

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing ppsmhr@pearson.com.

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: MARKETING

Organization: Workforce Skills

Schedule: FULL_TIME

Req ID: 14229

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