Head Of Customer Experience

Daniel Owen Ltd; Greater London; On-site; GBP 150,000 - 200,000; Part time

Job summary

A leading service organization in Greater London seeks a Head of Customer Experience to provide strategic leadership for their multi-channel service operations. The role involves improving customer journeys, managing service delivery, and using data analysis for continuous improvement. The position requires on-site presence for a minimum of three days a week, with a pay rate of £42.48-£58 per hour.

Qualifications

• Proven strategic and operational leadership skills.
• Experience in managing multi-channel customer service operations.
• Ability to influence and lead change projects.

Responsibilities

• Provide strategic and operational leadership for customer service.
• Design customer journeys collaboratively across services.
• Use data and KPIs for performance management.

Skills

Leadership

Data analysis

Change management

Digital tool utilization

Relationship building

Job description

Head of Customer Experience

Temp on going, Based in North London, £42.48-£58 per hour

A minimum 3 days a week is required on site

Provide strategic and operational leadership for the council's "front door", a busy operational multi-channel multi-site service across phone, face to face, social media and any other channels required, and its continuous improvement and transformation towards a more preventative, holistic, right-first time service, through:

• Forging strong collaborative relationships with heads of service across the council to design customer journeys and manage demand
• Bringing new services into scope where it delivers efficiencies and improved outcomes
• Inspiring and developing staff to excel
• Influencing, design and leading change projects
• Intelligent collection and use of data and analysis, KPIs and performance management
• Making optimum use of digital tools and innovation