VP, Virtual Customer Experience & Digital Transformation

Yorkshire Building Society; Remote; GBP 60,000 - 80,000; Full time

Job summary

A prominent financial services organization seeks a Senior Customer Service leader to drive excellence in its virtual Customer Service team. In this role, you will inspire and lead over 200 colleagues while ensuring exceptional customer experiences through innovative digital solutions. Key responsibilities include managing operations, leading strategic changes, and optimizing processes for future scalability. The position offers substantial opportunities for personal development in a flexible and inclusive environment, enhancing both team and customer engagement.

Benefits

25 days holiday plus Bank Holidays

Up to 10% annual bonus

11% contribution to pension

Access to health benefits including private medical insurance

Self-service benefits portal

Qualifications

• Proven leadership experience in a large-scale contact centre or customer service environment.
• Experience in shaping and implementing unified engagement strategies.
• Expertise in digital transformation and virtual channel strategy.

Responsibilities

• Lead and inspire a team of over 200 colleagues in virtual customer service.
• Drive digital transformation journey and omnichannel integration.
• Collaborate with cross-functional stakeholders to enhance customer experience.

Skills

Leadership

Digital transformation

Omnichannel integration

Collaboration

Data-driven decision-making

Job description

A prominent financial services organization seeks a Senior Customer Service leader to drive excellence in its virtual Customer Service team. In this role, you will inspire and lead over 200 colleagues while ensuring exceptional customer experiences through innovative digital solutions. Key responsibilities include managing operations, leading strategic changes, and optimizing processes for future scalability. The position offers substantial opportunities for personal development in a flexible and inclusive environment, enhancing both team and customer engagement.