Director - Customer Experience

TN United Kingdom; London; Hybrid; GBP 70,000 - 100,000; Full time

Job summary

A leading consultancy firm in London seeks a visionary Customer Experience Senior Manager or Director to lead transformative customer service initiatives. The role involves engaging with clients, leading teams, and applying modern technologies to enhance customer experiences. Candidates should have a strong leadership background in customer service, with expertise in digital and data technologies, and a passion for improving customer interactions.

Benefits

Generous Annual Leave

Flexible Working

Corporate Responsibility Days

Wellbeing Fund

Career Progression

Profit Share Scheme

Qualifications

• Experience in leading and selling Customer Transformation Programmes.
• Deep relationships in Financial Services or Energy & Resources sectors.

Responsibilities

• Leading large-scale customer transformation programmes.
• Advising on technology architecture for customer experiences.
• Delivering customer service of the future.

Skills

Leadership

Customer Experience

Agile

Interpersonal Skills

Tools

Cloud/CCaaS

Data

Digital

Job description

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Our Customer practice are looking for a visionary Customer Experience Senior Manager or Director to join the team.

We all know the pace of change in customer experience is accelerating. Customer expectations have evolved, transformative technologies are rapidly maturing, and clients want to realize material business benefits through differentiated experiences. Our team is passionate about materially improving customer and colleague experience within the contact centre, underpinned by the credibility of knowing the business and technology change required to deliver these improvements. We are positioned at the forefront of this wave of change and are looking for the right experts to join our experienced team.

We are looking for exceptional individuals who have shaped and delivered customer experience transformations within customer service / product functions, applying modern technologies to deliver significant customer and business benefits. We want people with a strong point of view on how the latest technologies can best be applied to improve the customer experience, alongside the credibility of having delivered significant change to end users.

While no two projects are identical, the typical work we partner with our clients on includes:

1. Leading the thinking and management, from definition through design into delivery, of large-scale customer transformation programmes.
2. Helping clients understand customer needs through research and analysis approaches within a service design method to reinvent customer products and services.
3. Reimagining the connected customer experience across contact centre roles and the evolution of physical and digital channels.
4. Advising on appropriate technology architecture to deliver transformative customer experiences, considering market and client maturity to provide independent advice.
5. Providing expert advice on the future customer service operating model.

What you will be doing

1. Demonstrating true thought leadership with a strong point of view on the latest in customer experience, maintaining relevance and eminence, with deep experience in emerging technology. Engaging with clients and industry events to build market presence.
2. Building and nurturing successful teams, demonstrating a track record of growth and leadership development. Excited to join a growing team and develop future leaders.
3. Experience in selling and delivering customer or design-led transformation programmes that integrate design and delivery teams for impactful customer experience improvements.
4. Having credibility in current customer experience trends and applying them in client work and market propositions.
5. Shaping and selling future-oriented customer service work in a consultancy setting, backed by proven sales capability and strong client relationships.
6. Delivering customer service of the future, with understanding of technology application in contact centres and digital channels, and experience managing complex change programmes.
7. Deep relationships and understanding in Financial Services or Energy & Resources sectors.
8. Desire to deepen industry knowledge and collaborate with industry teams to advance customer agendas.

Your skills and experience

• Leadership experience in Customer Service and Customer Experience environments.
• Experience in leading and selling Customer Transformation Programmes.
• Practitioner knowledge of integrating design and delivery for transformative experiences.
• End-to-end experience from strategy to complex technology and change delivery.
• Channel expertise in Contact Centre and Digital with knowledge of Digital, Data, Cloud/CCaaS technologies.
• Experience in applying emerging technology for customer experience and business benefits.
• Relationships and experience in Financial Services (Retail Banking, Wealth & Asset Management, Insurance) or Energy & Resources (Energy Retail, Utilities, Oil & Gas).
• Leadership in Agile and Hybrid methodologies.
• Experience in leading teams and building internal capabilities.
• Excellent interpersonal skills for navigating complex environments.
• Strong existing client relationships.

What a career at Baringa will give you

Putting People First.

Baringa is a People First company with a focus on wellbeing, work-life balance, and flexible working. Our benefits include:

• Generous Annual Leave: 5 weeks plus an additional 2 weeks after 5 years of service.
• Flexible Working: Hybrid policies and flexible unpaid leave options.
• Corporate Responsibility Days: 3 days per year for social and environmental causes.
• Wellbeing Fund: Support for personal wellbeing activities.
• Career Progression: Regular promotion reviews without quotas.
• Profit Share Scheme: Shared success with employees.