Senior Customer Experience Director

OneAdvanced; Birmingham; On-site; GBP 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a visionary Senior Director to lead their Services organization. This high-impact role involves building and developing a team of top professionals to deliver exceptional customer experiences. You will collaborate with global leadership to implement strategic plans, optimize service delivery, and foster a culture of excellence. Your data-driven mindset and commitment to operational efficiency will empower customers to unlock value and deepen their partnership. Join this dynamic environment where your leadership will drive growth and innovation, making a significant impact on customer satisfaction and business success.

Benefits

Annual Leave

Employee Assistance Programs

Development Opportunities

Bonuses

Pension Schemes

Insurance

Discounts

Recognition Platforms

Volunteering Initiatives

Qualifications

• Proven leadership of customer and professional services teams of 30+ members.
• Deep understanding of B2B customer needs and service delivery.

Responsibilities

• Implement the strategic plan for the Services organization to enhance customer experience.
• Oversee end-to-end service delivery, ensuring smooth operations that meet customer needs.

Skills

Leadership

Customer Service

Strategic Thinking

Data-Driven Mindset

B2B Service Delivery

Analytical Skills

Job description

Role Introduction

We’re seeking a visionary Senior Director to lead and expand our Services organization.

Reporting to the Chief Services Officer, you will collaborate with the global Services leadership team to shape the future delivery of value to our customers, emphasizing certainty of outcomes, speed, world-class customer experiences, and rapid time to value. You will play a pivotal role in achieving our ambitious goals. In this high-impact position, you will build, lead, and develop a team of top professionals, including Support Engineers and Professional Services consultants, to deliver comprehensive customer experiences within key categories or portfolio offerings. Partnering closely with your peers, commercial units, and cross-functional leaders, you will help design and execute strategies that foster intentional and prescriptive customer journeys. You will champion customer excellence, ensuring that our Support and Professional Services teams possess deep expertise in customer service and delivery best practices. Your leadership will be vital in empowering customers to unlock value, scale their success, and deepen their partnership with us.

You possess a highly data-driven, customer-centric mindset and are committed to operational efficiency and delivering exceptional service in a high-growth, dynamic environment. You have proven commercial understanding and achievements from a Professional Services / Support and CX perspective.

What You Will Do

Strategic Leadership & Vision

• Implement the strategic plan for the Services organization within your designated category or portfolio (Legal, Health and Care, Education, Finance, Spend and Governance, or Workforce Management), focusing on enhancing customer experience.
• Collaborate with R&D and commercial units to define and optimize customer lifecycle programs based on segmentation and continuous improvement, ensuring alignment with company objectives.
• Oversee end-to-end service delivery, ensuring smooth, scalable operations that meet customer needs with zero friction.
• Identify opportunities for service improvement within each customer cohort (Platinum, Gold, Silver, Bronze).
• Review and improve processes to enhance team performance and customer service, adhering to ISO9001 standards.

Service Development & Delivery

In partnership with peers, Commercial Units, and central functions, you will:

• Support the design and iterative development of new and existing service offerings.
• Maintain a world-class category organization by implementing effective, globally applicable processes.
• Work with the CX team to develop detailed customer journey maps and manage feedback loops to improve services and identify trends.
• Monitor KPIs to evaluate success and identify areas for improvement.
• Ensure the customer journey and key 'moments that matter' meet desired outcomes.
• Develop strategies to reduce response times, improve efficiency, and ensure adherence to contact strategies.
• Implement strategies to reduce Time to First Value through standardized deployment, tooling, and automation.
• Manage escalations promptly, prioritizing customer experience.

Team Leadership

• Lead a high-performing Services team within your category.
• Foster collaboration within the team and across organizational stakeholders.
• Implement enablement and operational practices to monitor and improve team performance.
• Manage team and individual performance against SLAs and KPIs.
• Promote a culture of accountability, high standards, continuous improvement, and customer focus.
• Identify training needs and support upskilling.
• Act as a point of escalation for complex customer inquiries.
• Manage direct reports, establish and monitor OKRs, and provide coaching to enhance service quality and productivity.
• Lead change initiatives, ensuring effective communication and smooth transitions.

Cross-functional Partnership

• Collaborate with Sales, R&D, and Operations teams.
• Work with Sales on pipeline management and forecasting.
• Coordinate with R&D on service delivery and priority issues.
• Address escalated customer issues by orchestrating resources across the company.

Growth & Revenue Impact

• Drive growth through excellent customer experience, quick deployment, and a proactive mindset.
• Influence customer lifetime value via satisfaction and advocacy.
• Manage the PS backlog, ensuring swift forecasting and execution aligned with financial goals.
• Build and maintain strong relationships with sales to support revenue growth.

Data-Driven Performance Management

• Analyze team and individual KPIs to evaluate effectiveness.
• Ensure SLAs meet customer needs.
• Use feedback and data to identify pain points and propose improvements.
• Create reports on performance, customer satisfaction, and emerging trends.

What You Will Have

Experience & Skills

• Proven leadership of customer and professional services teams of 30+ members, globally dispersed.
• Deep understanding of B2B customer needs and service delivery.
• Track record in SaaS or subscription-based mid-market to enterprise software companies.
• Expertise in Professional Services and Support methodologies.
• Experience in core categories/portfolios is advantageous.
• Strong leadership, communication, and strategic thinking skills.
• Data-driven mindset and analytical skills.

Technical & Business Acumen

• Understanding of technical product implementation and adoption strategies.
• Ability to translate customer needs into service offerings.
• Experience in defining and tracking customer service metrics.
• Knowledge of industry trends and competitive landscape.
• Cost management and efficiency improvement skills.

What We Do For You

Our focus on wellbeing, personal growth, financial wellbeing, recognition, and making a difference reflects our commitment to our people’s holistic wellbeing and development. Benefits include annual leave, employee assistance programs, development opportunities, bonuses, pension schemes, insurance, discounts, recognition platforms, and volunteering initiatives.

Who We Are

OneAdvanced is one of the UK’s largest providers of business software and services, supporting over 20,000 customers and generating an annual turnover of £330M+. We operate across critical sectors, investing heavily in our people and fostering a diverse, inclusive, and engaging workplace culture. To learn more about working at OneAdvanced, please click here.