Director of Customer Experience- Content and Optimisation

LEGO Gruppe; Slough; Hybrid; GBP 80,000 - 110,000; Full time

Job summary

Join the LEGO Group as the Director of Customer Experience- Content and Optimisation, leading a global team and enhancing customer service. This strategic position focuses on collaboration across international teams, ensuring effective processes for engaging with customers. Utilize your leadership to optimize strategies that positively impact consumer interactions with the LEGO brand.

Benefits

Family Care Leave

Life and Disability Insurance

Wellbeing Resources and Benefits

Generous Colleague Discount

Bonus Scheme

Qualifications

• Proven people leader with global experience.
• Broad experience within a global contact centre environment.
• Excellent communication skills and ability to influence senior stakeholders.

Responsibilities

• Provide strategic leadership for the Content & Optimisation team.
• Manage the development and performance of direct team members.
• Influence senior stakeholders for a customer-centric approach.

Skills

People Management

Global Team Leadership

Strategic Thinking

Communication

Influencing Skills

Job description

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 and covers a range of diverse functions including 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.

• Great people management for their direct team of managers and senior managers, providing direction, sparring, feedback and supporting their development as experts in their fields – leading leaders, inspiring through multiple layers.

• As part of the Consumer & Shopper Engagement (CSE) Leadership Team, participates in strategic direction setting and leadership of the entire department.

• Influences senior stakeholders to take a customer-centric approach, to enable collaboration and to deliver the innovation to meet future department and consumer needs.

• Develops and improves ways of working, bringing knowledge of future-oriented digital and business optimisation techniques to set ambitious standards for the team and the work it contributes to CSE experiences and services.

• Collaborates effectively across the LEGO Group, working closely with internal teams including product development, brand, corporate comms, digital technology, various marketing functions and ecommerce.

Do you have what it takes

• Proven people leader who is well versed in managing global teams.

• Broad experience within a global contact centre environment.

• Possess senior strategic thinking with an ability to continuously adapt to changing priorities, synthesising and analysing information.

• Ability to influence through presentations, networking and collaboration.

• Excellent communication skills.

• Relevant experience in process and change management, strategic change leadership or written content creation would be 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. CSE helps protect the brand while creating lasting relationships and loyalty through engagement and service!

The Director of Customer Experience- Content and Optimisation plays an important role in delivering the overall strategy of the CSE department with their own team’s strategy forming an important part of the long-term mission. Setting direction for the managers and senior managers within the Content & Optimisation team, they bring together experienced leaders and leverage the advantages of cross-functional working through an aligned global approach.

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Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you're interested in this role we encourage you to apply as soon as possible.

What’s in it for you?

Here is what you can expect:

Family Care Leave - We offer enhanced paid leave options for those important times.

Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.

Wellbeing - We want our people to feel well and thrive. We offer resources and benefits to nurture physical and mental wellbeing along with opportunities to build community and inspire creativity.

Colleague Discount – We know you'll love to build, so from day 1 you will qualify for our generous colleague discount.

Bonus - We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme.

Workplace - When you join the team you'll be assigned a primary workplace location i.e. one of our Offices, stores or factories. Our hybrid work policy means an average of 3 days per week in the office. The hiring team will discuss the policy and role eligibility with you during the recruitment process.

Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.

The LEGO Group is highly committed to equal employment opportunity and equal pay and seeksto encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age and religion) to apply for roles in our team.

The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.

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

Just imagine building your dream career.

Then make it real.

Join the LEGO team today.