Director of Customer Experience- Content and Optimisation

1088 LEGO Brand Retail Inc.; Slough; Hybrid; GBP 70,000 - 100,000; Full time

Job summary

Join a leading brand as the Director of Customer Experience- Content and Optimisation. Lead a global team to enhance customer experience through innovative strategies and effective change management. This vital role involves influencing stakeholders and ensuring a customer-centric focus within LEGO's ambitious vision.

Benefits

Family Care Leave

Insurances

Wellbeing Resources

Colleague Discount

Bonus Scheme

Hybrid Work Policy

Qualifications

• Proven leadership managing global teams.
• Broad experience within a global contact centre environment.
• Ability to influence through presentations and collaboration.

Responsibilities

• Providing strategic leadership for the Content & Optimisation team.
• Managing direct reports and guiding their development.
• Setting strategic direction within the Consumer & Shopper Engagement team.

Skills

Leadership

Strategic Thinking

Communication

Influencing Skills

Job description

Director of Customer Experience- Content and Optimisation page is loaded

Director of Customer Experience- Content and Optimisation

Apply locations Slough | Time type: Full time | Posted on: Posted 3 Days Ago | Job requisition ID: 0000025918

Job Description

Join our industry-leading contact centre team as our Director of Customer Experience- Content and Optimisation and play your part in enhancing our customer experience!

We are looking for an inspirational people leader with a strong background in contact centre strategy. In this exciting role, you will demonstrate your skills in business transformation, lead a cross-functional team, and display adaptability to navigate changing priorities, guiding your global team to achieve success aligned with our vision to be a true differentiator for the LEGO brand.

The Director of Customer Experience- Content and Optimisation leads a global centre of excellence supporting our contact centre operations. The team consists of employees based in the US, Europe, and Asia, covering functions such as content creation, tech-enabled knowledge management, change leadership, compliance, and continuous improvement.

Core Responsibilities

• Providing inspirational strategic leadership for our Content & Optimisation team, a diverse, international team with a global and long-term strategic orientation.
• Managing their direct team of managers and senior managers, providing direction, feedback, and supporting their development as experts in their fields—leading leaders and inspiring through multiple layers.
• Participating in strategic direction setting and leadership of the entire department as part of the Consumer & Shopper Engagement (CSE) Leadership Team.
• Influencing senior stakeholders to adopt a customer-centric approach, enabling collaboration, and delivering innovation to meet future department and consumer needs.
• Developing and improving ways of working, bringing knowledge of digital and business optimisation techniques to set ambitious standards for the team and the work it contributes to CSE experiences and services.
• Collaborating effectively across the LEGO Group, working closely with internal teams including product development, brand, corporate communications, digital technology, marketing, and ecommerce.

Do you have what it takes

• Proven leadership managing global teams.
• Broad experience within a global contact centre environment.
• Senior strategic thinking with adaptability to changing priorities, synthesising and analysing information.
• Ability to influence through presentations, networking, and collaboration.
• Excellent communication skills.
• Experience in process and change management, strategic change leadership, or content creation is beneficial.

Play your part in our team succeeding

Consumer & Shopper Engagement (CSE) supports The LEGO Group by providing world-class service through diverse customer interactions, protecting the brand, and creating lasting relationships and loyalty through engagement and service.

The Director of Customer Experience- Content and Optimisation plays a key role in delivering the overall CSE strategy, with their team's strategy forming an essential part of the long-term mission. They set direction for managers and senior managers within the Content & Optimisation team, bringing together experienced leaders and leveraging cross-functional, global approaches.

#LI-JA1

Applications are reviewed on an ongoing basis. However, please note we may amend or withdraw our jobs at any time, including before the advertised closing date. We encourage interested candidates to apply promptly.

What’s in it for you?

Here is what you can expect:

• Family Care Leave - Enhanced paid leave options for important life moments.
• Insurances – Life and disability insurance for protection and peace of mind.
• Wellbeing - Resources and benefits to support physical and mental health, building community, and inspiring creativity.
• Colleague Discount – Generous discount from day one.
• Bonus - Rewards through our bonus scheme when goals are achieved and eligible.
• Workplace - Hybrid work policy with an average of 3 days/week in the office; details discussed during recruitment.

Children’s curiosity, creativity, and imagination inspire everything we do. We aim to create a diverse, inclusive culture where everyone feels safe, valued, and they belong.

The LEGO Group is committed to equal employment opportunity and encourages applicants from all backgrounds. Candidates working with children will undergo Child Safeguarding Background Screening.

Thank you for sharing our commitment to Children’s Rights.

Build your career brick by brick and be part of our mission to “inspire and develop the builders of tomorrow.”

About Us

Children are our role models. Our founder Ole Kirk Kristiansen started with a wooden toy in 1932. We persevere, innovate, and strive for the best—building, rebuilding, and having fun. Join us in creating, inventing, and playing your part in our ongoing story.