Head of Customer Experience

TN United Kingdom; London; On-site; GBP 50,000 - 90,000; Full time

Job summary

An exciting brand is seeking a Head of Customer Experience to enhance customer engagement in Central London. This role involves leading a vibrant team, implementing customer journey strategies, and utilizing data insights to drive improvements. The ideal candidate will possess strong leadership skills and a passion for delivering exceptional customer experiences. Join a dynamic environment where your expertise will shape the customer journey and contribute to the brand's success. This is a fantastic opportunity for a motivated professional to make a significant impact in a fast-paced setting.

Qualifications

• Extensive experience in leading customer experience functions.
• Strong understanding of CEX technology, including automation and AI.

Responsibilities

• Drive the CEX strategy and lead a high-performing team.
• Leverage customer insights to identify trends and improve CEX.

Skills

Customer Experience Improvement

Leadership and Management

Data Analysis

Change Management

Customer Engagement Strategies

Tools

Workforce Planning Tools

Data Analytics Tools

Job description

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We are working with an exciting brand that is looking for an experienced Head of Customer Experience (6-9 month FTC) for their brand in Central London. The customer journey is at the heart of this business. You will drive their customer engagement via email, live chat, social media, and telephone.

We have a vacancy for an enthusiastic and driven CEX professional to join our client's busy, vibrant team. The successful candidate will be motivated, resilient, organized, high-caliber, and dedicated to delivering a great customer journey. We need someone with extensive experience in CEX improvement and a professional approach at pace.

About the role:

1. Drive the CEX strategy, lead, mentor, and develop a high-performing CEX team.
2. Oversee workforce management to ensure optimal CEX coverage and a seamless journey for customers. You will implement workforce planning tools.
3. Review the voice of the customer and adapt strategies to improve CEX.
4. Collaborate with other business areas such as IT, operations, marketing, quality, finance, and legal teams.
5. Lead by example by actively engaging with customers when necessary, handling complex escalations professionally and empathetically, setting a high standard for the team.
6. Design strategies for new tooling and technologies, working closely with the senior Customer Happiness Operations Manager to implement and manage third-party vendor relationships to create an exceptional customer experience.
7. Leverage customer insights and data analytics to identify trends, pain points, and opportunities for improvement.
8. Define and drive CEX process improvements and support customer retention strategies.
9. Design and implement a customer journey framework focused on engagement and value-added support.

Who are we looking for?

1. Experience leading a CEX function and managing teams globally.
2. Strong leadership and management capabilities, able to drive functions both in the UK and overseas.
3. Data-driven with the ability to report on and utilize data insights to improve CEX performance.
4. Understanding of the direction of CEX technology, including automation and AI.
5. Experience managing change and transformation in a fast-paced environment.

Please get in touch with us for more details.