Senior Customer Experience Leader — Hybrid

Southern Water; Durrington; Hybrid; GBP 68,000 - 70,000; Full time

Job summary

Southern Water is seeking a Senior Customer Experience Manager to define and execute the CX strategy across the organisation. You will shape how customers engage with us, drive service excellence and embed customer-centred decision-making across business units, processes and culture.

You will lead a team of about 15, delivering cross-company programmes that improve customer satisfaction, resilience and cost-to-serve, while influencing senior leaders and partnering with stakeholders on

Qualifications

• Demonstrated experience leading large-scale customer experience transformations across complex organisations.
• Ability to influence and drive accountability for customer outcomes at senior levels.
• Knowledge of CX governance, measurement frameworks and regulatory considerations (UK).

Responsibilities

• Define and execute the organisation's CX strategy across all business units.
• Lead a team of ~15 to deliver cross-company CX programmes with measurable improvements.
• Drive customer insights to prioritise improvements and reduce cost to serve.
• Influence senior stakeholders and partner on large-scale transformation initiatives.

Skills

Large-scale CX leadership

Executive influence

CX governance

Customer insight analytics

Job description

Southern Water is seeking a Senior Customer Experience Manager to define and execute the CX strategy across the organisation. You will shape how customers engage with us, drive service excellence and embed customer-centred decision-making across business units, processes and culture.

You will lead a team of about 15, delivering cross-company programmes that improve customer satisfaction, resilience and cost-to-serve, while influencing senior leaders and partnering with stakeholders on