Senior Manager/Director - Customer Experience

Baringa; London; On-site; GBP 80,000 - 120,000; Full time

Job summary

A leading consulting firm is seeking a Director of Customer Experience to lead transformative initiatives. This role involves overseeing large-scale customer transformation programs, leveraging modern technologies, and driving significant improvements. The ideal candidate will have extensive experience in customer service environments and a strong background in leading successful teams.

Benefits

Flexible Working

Generous Leave

Wellbeing Funds

Transparent Career Progression

Qualifications

• Proven track record in delivering customer experience transformations.
• Experience leading and selling transformation programs.

Responsibilities

• Lead large-scale customer transformation programs from conception to delivery.
• Advise on technology architecture to enable transformative customer experiences.
• Demonstrate thought leadership in customer experience and emerging technologies.

Skills

Leadership

Customer Experience

Agile

Interpersonal Skills

Tools

Cloud/CCaaS

Job description

Join to apply for the Director - Customer Experience role at Baringa.

About Baringa

We aim to build the world’s most trusted consulting firm, creating lasting impact for clients and fostering a people-first culture. We collaborate with a diverse range of clients globally, from FTSE 100 companies to startups, across various sectors.

Our team works closely with clients to define strategies, deliver complex changes, identify opportunities, manage risks, and realize sustainability goals. We pride ourselves on understanding what makes organizations tick and seamlessly integrating into their teams to solve challenges.

Customer Practice and Role Overview

We seek a visionary Senior Manager or Director in Customer Experience to join our team. The rapid pace of change in customer experience, driven by evolving expectations and emerging technologies, presents an exciting opportunity to lead transformative initiatives that deliver tangible business benefits.

The ideal candidate will have a proven track record in delivering customer experience transformations, applying modern technologies, and delivering significant improvements for end-users.

Key Responsibilities

• Lead large-scale customer transformation programs from conception to delivery.
• Understand customer needs through research and service design to reinvent products and services.
• Reimagine connected customer experiences across channels, physical and digital.
• Advise on technology architecture to enable transformative customer experiences.
• Provide expertise on future customer service operating models.

What You Will Be Doing

• Demonstrate thought leadership in customer experience and emerging technologies.
• Build and nurture successful teams, developing future leaders.
• Sell and deliver customer transformation programs combining design and delivery excellence.
• Stay abreast of latest trends and incorporate them into client work and market propositions.
• Leverage industry relationships, especially in Financial Services or Energy & Resources, to drive success.

Skills and Experience

• Leadership in customer service and experience environments.
• Experience leading and selling transformation programs.
• Deep knowledge of design and delivery of customer experiences.
• End-to-end experience from strategy to complex technology delivery.
• Expertise in contact center and digital channels, including emerging technologies like Cloud/CCaaS.
• Strong relationships and experience in Financial Services or Energy & Resources sectors.
• Proficiency in Agile and hybrid methodologies.
• Excellent interpersonal skills and trusted client relationships.

Benefits and Culture

We prioritize wellbeing, offering flexible working, generous leave, social responsibility days, wellbeing funds, and transparent career progression. We are committed to diversity, inclusion, and environmental responsibility, including our Net Zero targets and community initiatives.

Join Us

We welcome applications from diverse backgrounds and encourage those from underrepresented groups to apply. Our recruitment process is inclusive, with reasonable adjustments available. Contact our Recruitment Team for further discussion.