영형
Head of Customer Experience
Manchester, England, United Kingdom (Hybrid) · 정규직
가장 먼저 지원하세요
- 경험
- 어느
- 샐러리
- GBP 70,000 – GBP 70,000 / year
- 채용 공고
- 1
- 게시됨
- 3시간전
- 작업 모드
- 잡종
- 재개하다
- 신청 시 필수 사항
당신이 일하게 될 곳
직무 설명
About the Role
Join a rapidly expanding national organisation in a pivotal role shaping its customer experience strategy. As the Head of Customer Experience, you will spearhead the creation of an end-to-end customer journey function aimed at enhancing satisfaction and retention. This role holds significant leadership influence, ensuring customer insights effectively guide company decisions to deliver exceptional service.
Key Responsibilities
- Formulate and execute the customer experience strategy across the organisation.
- Lead initiatives focused on customer service excellence, complaint handling, and service recovery.
- Utilise customer feedback, insights, and performance metrics to identify continual enhancement opportunities.
- Drive improvements in customer onboarding, communication, digital interactions, and overall journey experiences.
- Collaborate with operational leaders to implement best practices and optimize service delivery.
- Develop meaningful reporting frameworks, KPIs, and governance processes to monitor customer satisfaction and retention.
- Build and mentor a high-performing customer experience team.
Candidate Profile
- Demonstrated leadership experience in managing customer experience, service, or improvement teams.
- Proven expertise in handling customer escalations and resolving complaints effectively.
- Strong background in redesigning customer journeys leveraging insights and data analytics.
- Exceptional stakeholder management capabilities with influence at senior levels.
- Passion for cultivating and leading high-performing teams.
- Commercially astute, balancing customer needs with operational demands.
- Experience driving organizational change and continuous improvement efforts.
- Exposure to sectors like care, education, healthcare, hospitality, retail, or complex multi-site services is beneficial but not mandatory.
What We Offer
- Senior leadership role with significant strategic impact.
- Opportunity to establish and grow a dedicated customer experience function.
- Flexible hybrid working model.
- Competitive salary of 65,000 plus comprehensive benefits.
- Supportive and values-driven culture emphasizing ongoing improvement.
- Robust professional growth and career advancement opportunities.