Senior CX Experience Architect

ASOS; Watford; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A prominent online fashion retailer in Watford seeks a Senior Customer Care Experience Manager to lead customer experience strategy and operational improvements. This role requires strong leadership, cross-functional collaboration, and experience with e-commerce. Responsibilities include overseeing customer journey design, driving continuous improvement, and inspiring teams. Ideal candidates are customer experience strategists with a passion for enhancing service through technology. Benefits include employee discounts and generous leave policies.

Benefits

Employee discount

Employee sample sales

25 days paid annual leave

Performance-related bonus

Private medical care scheme

Personalized learning opportunities

Qualifications

• Seasoned customer experience enthusiast with a track record of large-scale improvements.
• Proficient in leading cross-functional teams and working with technology to enhance customer experience.
• Experience in creating customer strategies aligned with broader business objectives.

Responsibilities

• Oversee customer experience strategy and execution.
• Collaborate with stakeholders to define and deliver customer journeys.
• Drive continuous improvement in customer care practices.

Skills

Customer experience

Leadership

Cross-functional collaboration

Agile methodologies

E-commerce/digital experience

Tools

Automation technology

AI solutions

Job description

A prominent online fashion retailer in Watford seeks a Senior Customer Care Experience Manager to lead customer experience strategy and operational improvements. This role requires strong leadership, cross-functional collaboration, and experience with e-commerce. Responsibilities include overseeing customer journey design, driving continuous improvement, and inspiring teams. Ideal candidates are customer experience strategists with a passion for enhancing service through technology. Benefits include employee discounts and generous leave policies.