Customer Experience Lead

TN United Kingdom; Warwick; On-site; GBP 45,000 - 80,000; Full time

Job summary

An innovative organization is seeking a passionate Customer Experience Lead to enhance customer connections and drive user-centric design. In this pivotal role, you will gather and analyze user data, advocate for customers, and collaborate with cross-functional teams to create exceptional digital experiences. Join a forward-thinking company dedicated to achieving a zero-carbon electricity system, where your contributions will shape the future of customer interaction in the energy sector. If you are driven by a commitment to excellence and a passion for user-centered design, this is the opportunity for you.

Qualifications

• Proven experience in leading UX strategy and design for digital products.
• Strong understanding of UX principles and methodologies.
• Ability to manage multiple projects in a fast-paced environment.

Responsibilities

• Gather and analyze user data to derive actionable insights.
• Plan and execute user research using qualitative and quantitative methods.
• Collaborate with teams to translate research findings into products.

Skills

UX Strategy

User Research

Usability Testing

Information Architecture

Interaction Design

Analytical Skills

Stakeholder Management

Problem-Solving

Job description

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Are you passionate about designing exceptional customer experiences? Are you driven to create seamless and efficient digital platforms and products? If so, our client is seeking a talented Customer Experience Lead to join their team. As a Customer Experience Lead, you will play a crucial role in enhancing our client's connection processes and ensuring a customer-focused approach. Join an organisation dedicated to moving towards a zero-carbon electricity system and making a lasting impact on the future of Great Britain.

Key Responsibilities:

1. Gather and analyse user data using research tools and techniques to derive actionable insights for the connections process.
2. Plan and execute user research employing qualitative and quantitative methods such as interviews, usability testing, surveys, and competitive analysis.
3. Collaborate with cross-functional teams to translate research findings into well-designed products and services that deliver exceptional customer experiences.
4. Advocate for the customer throughout the product development lifecycle, ensuring user needs are prioritized.
5. Conduct workshops, presentations, and demonstrations to communicate user experience findings to stakeholders at all levels.
6. Stay updated with the latest trends, tools, and methodologies in user research and user-centred design to continually improve impact.

Qualifications and Skills:

1. Proven experience in leading UX strategy and design for digital products, ideally in the energy or utility sector.
2. Strong understanding of UX principles, methodologies, and best practices, including user research, information architecture, interaction design, and usability testing.
3. Ability to manage multiple projects and deliverables in a fast-paced environment.
4. Excellent communication, presentation, and stakeholder management skills.
5. Strong analytical and problem-solving skills with a data-driven decision-making approach.
6. A passion for creating user-centred designs that solve complex problems and improve customer experience.
7. Product experience is beneficial, as CX enhancements will translate into User Stories in the product backlog.

Join our client's dynamic and collaborative team to make a difference in the energy sector. Embrace the challenge of driving customer-centric innovation and contribute to their mission of achieving a zero-carbon electricity system. Apply now and be at the forefront of shaping exceptional customer experiences for the future.

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