< Back to Vacancies

Head of Customer Experience

Location: NORTH WEST

Salary:

Job Type: Permanent

Job ID: 169255

We’re looking to appoint a dynamic and passionate Head of Customer Experience to take on a brand-new role within a rapidly expanding company.

 

They are looking to appoint an experienced Head of Customer Experience to define, lead and manage their business wide CX strategy to better serve their customers.


Based in the North West though remote working / hybrid options are available.

Fantastic Salary & Package on offer.

 

The company are currently going through a digitalisation and transformation programme that has already delivered significant business growth, so this is an exciting time to join the team.

 

Responsibilities:

 

  • Taking the lead on delivering the CX strategy across all customer touchpoints, ensuring the customer is at the heart of everything you do.

  • Leading and managing a CX Team that proactively partners with department leaders to deliver the right customer outcomes.

  • Managing and tracking business wide CX performance to ensure they are in line with the agreed SLAs.

  • Raising CX awareness across the business.

  • Working across multiple departments to develop CX best practice to ensure drive and optimise customer experience.

  • Working with other senior leaders to deliver improvements that drive CX performance and behaviours across the business.

 

About you:

 

  • Extensive senior leadership experience within a CX strategy and delivery role.

  • A proven track record of success in driving improvements and awareness.

  • Significant stakeholder management experience with proven ability to engage and influence others to deliver the best outcomes.

  • Experience in end-to-end customer journey mapping and service design.

  • Previous experience in continuous improvement.

  • Experience in managing change in a fast paced and agile environment.

  • Ability to interpret data and make recommendations to improve processes and CX.

  • Ability to work under pressure, manage your time effectively and work on your own initiative.

  • Excellent analytical, decision-making and problem-solving skills.

  • Self-motivated, ambitious, and determined

  • Ability to manage and drive performance

  • Excellent communication skills at all levels

 

If you’re interested in this role, send across your CV and a member of our team will be in touch.