Customer Experience Lead — Process & CX Optimisation

Informa Connect; Abingdon; Hybrid; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Private medical insurance

Pension scheme

Life assurance

Employee assistance programme

Share Match

Job summary

Taylor & Francis Group, part of Informa, is seeking a Customer Experience Lead on a six-month fixed-term basis. The role, based in the UK with hybrid work three days a week, reports to the Customer Service Manager and involves managing a global CS team, driving process improvements and optimising customer workflows.

The successful candidate will bring leadership experience in customer service, a track record in continuous improvement, and the ability to analyse metrics to reduce customer effort

Qualifications

• Demonstrable prior customer service leadership experience.
• Experience delivering continuous improvement in CS processes.
• Ability to work with KPI/SLA targets and drive performance.

Responsibilities

• Lead by example to deliver excellent customer service in line with policy.
• Own complex/escalated queries through to resolution to improve first-time resolution.
• Leverage VOC and metrics to identify opportunities to improve customer experience.
• Perform data collection, SME interviews, process mapping and gap analyses.
• Collaborate across departments to define to-be processes and improvements.
• Develop business cases and estimate cost/benefit for improvements.
• Manage projects from planning to milestones and report progress.
• Facilitate meetings and presentations; drive adoption of changes.

Skills

Customer service leadership

Process improvement

Voice of the Customer

Project management

KPI management

Data analysis

MS Office

Tools

SAP

Salesforce

Job description

Taylor & Francis Group, part of Informa, is seeking a Customer Experience Lead on a six-month fixed-term basis. The role, based in the UK with hybrid work three days a week, reports to the Customer Service Manager and involves managing a global CS team, driving process improvements and optimising customer workflows.

The successful candidate will bring leadership experience in customer service, a track record in continuous improvement, and the ability to analyse metrics to reduce customer effort