Head of Customer Experience

Stannah; Andover; Hybrid; GBP 80,000 - 110,000; Full time

Benefits offered by this job

Market aligned salary

Profit sharing

Pension scheme

Private health plan

Life Assurance

Long service award

Employee discounts

Wellbeing programme

Enhanced parental leave

Job summary

Stannah is seeking a Head of Customer Experience to lead the global CX strategy for the Home Accessibility division from its HQ. You will shape the end-to-end customer journey, champion the voice of the customer, and drive improvements across Sales, Operations, Service and Marketing in multiple international markets.

You will work 2–3 days in the London or Andover offices and at least one day weekly in Andover, guiding a transformative, growth-focused CX capability for a major family-owned

Qualifications

• Significant experience in Customer Experience, Customer Insight, Service Design or Marketing leadership roles.
• Proven track record of improving customer satisfaction and business performance through customer journey enhancements.
• Experience developing customer experience frameworks, blueprints and cross-functional improvement programmes.
• Strong stakeholder management, influencing and communication skills with the ability to drive change across multiple teams and markets.

Responsibilities

• Develop and own the global end-to-end customer journey framework for the Home Accessibility business.
• Lead customer satisfaction initiatives in collaboration with our international markets, including CSAT measurement, insight analysis and action planning.
• Create and implement a global customer experience blueprint spanning sales, installation and post-sales service.
• Partner withinternational Sales, Operations, Service and Marketing teams to identify and deliver customer experience improvements.
• Build customer experience capability across markets while championing a customer-centric culture throughout the organisation.

Skills

Customer Experience

Customer Insight

Service Design

Marketing Leadership

Stakeholder Management

Change Management

Job description

• Business Division: Home Accessibility Manufacturing
• Employment Type : Permanent
• Referral Bonus: No

Company Description

Stannah is a family-owned manufacturing and engineering company.Our products move people and goods in and around homes and buildings.We make life easier for people. We do this by improving access for greater convenience and independence.

Joseph Stannah founded the business in 1867. A lot has happened since then and today Stannah is a global business.The family is in their fifth generation and plays a hands-on role in running the business. Most people know us for our stairlifts. Our range of products includes lifts, escalators, andhomelifts. We also provide maintenance and repair services.

Job Description

Head of Customer Experience Jobs at Stannah - Join Our Team!

We have an exciting opportunity for a Head of Customer Experience to join Stannah Home Accessibility within the Marketing Team at Stannah's headquarters.

As Stannah continues its exciting transformation, we're looking for an experienced customer experience leader to define and drive our global customer experience strategy across multiple international markets.

As the Head of Customer Experience, you will lead the development of our end-to-end customer journey framework, champion the voice of the customer, and work collaboratively with Sales, Operations, Service, Insight and Brand teams to deliver outstanding customer experiences that improve satisfaction, conversion and loyalty.

A unique opportunity to help shape the future of one of Britain's most respected family businesses, leading the development of a modern, growth-focused marketing capability and creating the foundations for the next chapter of the Stannah story.

You will be required to be in the office two to three days a week either in London or Andover and a minimum of one day a week in Andover.

This is a fantastic opportunity for a strategic and commercially minded customer experience professional who is passionate about creating exceptional customer journeys and leading transformational change in a global organisation.

To be successful as the Head of Customer Experience, it is essential that you have previous experience in customer experience, customer insight, service design or marketing leadership roles. Experience working within a multi-market or matrix organisation and leading large-scale customer transformation programmes would be highly desirable.

Head of Customer Experience Responsibilities:

• Develop and own the global end-to-end customer journey framework for the Home Accessibility business.
• Lead customer satisfaction initiatives in collaboration with our international markets, including CSAT measurement, insight analysis and action planning.
• Create and implement a global customer experience blueprint spanning sales, installation and post-sales service.
• Partner withinternational Sales, Operations, Service and Marketing teams to identify and deliver customer experience improvements.
• Build customer experience capability across markets while championing a customer-centric culture throughout the organisation.

Head of Customer Experience Requirements:

• Significant experience in Customer Experience, Customer Insight, Service Design or Marketing leadership roles.
• Proven track record of improving customer satisfaction and business performance through customer journey enhancements.
• Experience developing customer experience frameworks, blueprints and cross-functional improvement programmes.
• Strong stakeholder management, influencing and communication skills with the ability to drive change across multiple teams and markets.

Additional Information

Benefits Include:

• Market Aligned Salary, paid on a monthly basis
• Profit Share Bonus Scheme, paid to all employees every quarter. Based on Group Company profits
• Holiday scheme to buy extra days’ annual leave
• Pension Scheme. Matched contribution/salary sacrifice
• SimplyHealth Cash Plan. Allows you to claim towards health costs. For example, dental, optical, physiotherapy, chiropody treatments and more
• Life Assurance Scheme
• Long Service award scheme, with holiday benefit
• Company Benefits Discount Rewards Scheme. Includes shop discounts, hotel discounts, days out, and more
• Employee Assistance Programme. A workplace initiative to support and enhance well-being
• Enhanced maternity and paternity provision

#HA

Stannah Group is an equal opportunities employer. We welcome and encourage applications from candidates of all backgrounds, identities, and abilities.

We are a Disability Confident Committed Employer. We treat all our job applicants fairly and with respect.Our employees are the heart of our business.

We take great care to create a working environment where everyone feels valued. Join our team and be a part of our diverse and inclusive community!

We reserve the right to close this vacancy early if we receive high numbers of applications for the role.

Appropriate right to work must be held by applicants. Sponsorship is not available.