Customer Experience Transformation Lead

Novuna; Newbury; Hybrid; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Bonus scheme

Company car or cash alternative – EV

Flexible hybrid working

25 days' holiday + bank holidays

Wellbeing package (BUPA, digital GP, E

Job summary

Novuna in the United Kingdom is seeking a leader for the Customer Experience team to shape how our customers interact with us and how insights translate into meaningful changes. You will drive improvements from discovery through to delivery, working with colleagues across the business to deliver tangible outcomes.

Reporting to the Head of Customer Experience Insight, you will champion digital innovation and develop a small team of two, fostering a culture of accountability, collaboration and

Qualifications

• Significant expertise in customer excellence, service improvement and customer-centric transformation.
• Data and insight confident to identify opportunities and drive decision-making.
• Experience using Power BI, Power Platform, automation and Copilot to improve journeys.

Responsibilities

• Turn customer insight and data into meaningful improvements that enhance customer satisfaction and service performance
• Lead customer experience initiatives from discovery through to implementation and measurable results
• Champion digital innovation, using technology to create simpler, smarter and more seamless customer journeys
• Lead and develop a talented team of two, supporting their growth while creating a culture that encourages new ideas, accountability and high performance

Skills

Customer excellence

Service improvement

Customer-centred transformation

Influence stakeholders

Tools

Power BI

Power Platform

Automation

Copilot

Job description

Novuna in the United Kingdom is seeking a leader for the Customer Experience team to shape how our customers interact with us and how insights translate into meaningful changes. You will drive improvements from discovery through to delivery, working with colleagues across the business to deliver tangible outcomes.

Reporting to the Head of Customer Experience Insight, you will champion digital innovation and develop a small team of two, fostering a culture of accountability, collaboration and