CX Job Board

 A selection of currently advertised roles for Customer Experience candidates

One of our core values at CX Talent Ltd is to help our candidates find their next ideal role in whatever way possible. Ideally, that would be by placing you with one of our clients!

However, we stand by the fact that we want to support our candidates in any way we can, and as such we have curated this page as a resource for candidates in Customer Experience, Experience Design and Service Design and other relevant disciplines, to enable you to find roles quickly and efficiently that suit your experience. We scan job boards to bring you a weekly updated list of roles that may be of interest to you – so that you can find them in one easy to access place.  Of course, this is not a definitive list, but we hope it’s helpful to show you a bit of what’s out there at the moment.

Our other, parallel core value is to be a useful resource for both Talent Acquisition teams and Hiring Managers. If you’re interested in having your role especially showcased on this page, please get in touch with us here at CX Talent Ltd on 01279 550102.

For further information about our full range of recruitment services – please do get in touch with either Jo or Kate on 01279 550102 or email us jovr@cxtalent.co.uk or kateb@cxtalent.co.uk or contact@cxtalent.co.uk for a no obligation conversation about how we can support you.

Unless otherwise specified – CX Talent Ltd are not working as a recruitment partner on these roles

Chief Experience Officer

London

Dentsu

Role Summary

As Chief Experience Officer you will provide strategic leadership to support teams anticipating, understanding, and accessing client’s business problems, and personally lean into CMO / CTO relationships. You will bring equal understanding of brand, business, and customer, and in doing so bring more horizontal creativity to our product. Specifically connecting CX into our marketing, product and commerce solutions, you will support client’s growth via connected, integrated digital experiences, fluid design systems, product innovation, service design and relevant application of emerging technology.

In this newly created UK group role , you will be the figurehead for an Experience community of practitioners across Strategy, Design, CRO, Service Design, UX, Brand and UI; supporting teams to work more efficiently, with greater passion and effort, and with high quality output to elevate the craft of Experience Design.

You will be the tone setter, evangelist, and thought leader on modern and evolving user experiences, nurturing client relationships, and guiding teams towards creating impactful brand interactions in the evolving landscape of consumer experience, marketing, digital products, and connected spaces.

Pivotal in dentsu’s evolution towards a stronger “Experience positioning”, you will collaborate with regional and global counterparts to develop and strengthen dentsu’s position within Customer Experience.

Responsibilities

Client Engagement & Customer Experience Leadership:

  • Engage with key clients alongside account teams, offering expertise in customer experience design and brand interaction strategies, supporting our client service and growth teams.
  • Educate clients on our capabilities in enhancing customer and digital experiences, aligning these with their business objectives to drive growth.
  • Develop and present content for analyst engagements, responses to RFIs/RFPs, and external communications focused on media relations and partnerships, emphasizing experience design.
  • Main and foster a public-facing brand and position of thought leadership in the space of modern experience design, customer experience strategy, and human-centered experience transformation.
  • Evangelise ‘Experience’ externally and within dentsu: Working as an ambassador for our E&C services to build awareness, understanding and respect for the practice. The CXO should be expected to be a go-to person always able to support on industry & craft trends and opportunities.

Partner Collaboration & Experience Innovation:

  • Cultivate relationships with regional and global partners.
  • Spearhead initiatives with major partners like Microsoft, Google, Meta, Salesforce, Adobe, and other key technology partners focusing on enhancing customer experience strategies.
  • Work with emerging partners and Dentsu Innovation Initiative (DII) investment companies on developing customer-centric solutions.

Team Leadership & Experience Vision:

  • Lead in building top-tier teams specialized in experience design and experience strategy across the realm of digital products, digital experience, and marketing.
  • Drive the vision for integrating customer experience insights and technology in developing transformative business solutions and brand experiences.
  • Codifying our product, from CX mapping to innovation development
  • Position dentsu and Merkle as a frontrunner in customer experience solutions for the next decade.

Business Connectivity & Experience Integration:

  • Serve as a liaison between UK&I, regional and global teams, including dentsu in Japan where appropriate fostering opportunities and collaboration in experience design.
  • Work in close proximity with our Technology lead and Effectiveness experts.

Thought Leadership in Experience Design:

  • Engage in activities promoting thought leadership in customer experience trends, technology’s influence on consumer interactions, and dentsu and Merkle’s expertise.
  • Collaborate with experts, media, analysts, and industry leaders to advocate dentsu and Merkle’s vision in experience design.
  • Represent dentsu and Merkle in various forums, including academic institutions, focusing on customer experience innovation.

Organizational Design & Customer-Centric Methodology:

  • Work with dentsu & Merkle and leadership in contributing to a global experience design community.

Focus on organizational design, enhancing capabilities, and adopting customer-centric methodologies


Director Customer Success

London

Mastercard

Overview

The Customer Success Team is a global team within the Global Customer Delivery organization dedicated to providing comprehensive support for products and services that require enhanced customer guidance. This team actively collaborates with product owners, development teams, and various Delivery teams to deploy solutions swiftly, efficiently, and with predictability. Their responsibilities encompass aiding customers from pre-sales through production by offering enhanced technical guidance. Additionally, they focus on equipping our Delivery teams with the necessary support and improved documentation to facilitate the rapid and scalable execution of customer projects. This individual must be highly motivated, intellectually curious, strong collaborator, analytical, organized, and possesses an entrepreneurial mindset. This position requires initiative, critical thinking, thought leadership, and an understanding of go-to-market approaches and best practices. The individual in this position must be a proactive member of the organization with strong leadership skills to lead people effectively and ensure retainment of top talent. This role will have frequent interactions with Executive and Senior Level personnel.

  • Responsible for educating and supporting new and existing customers on the integration aspect of Transfer Solutions product implementations including consultancy, training, testing, and customized production configurations.
  • Partners with Global Product, Customer Delivery and technology teams providing technical support and product expertise to customers throughout the lifecycle of the customer journey from pre-sales to production launch.
  • Partners with Product Owners and Global Product Integrators to define requirements for product, process, and tooling enhancements ensuring adherence to standards, processes, and best practices.
  • Responsible to upskilling Regional Delivery teams with the technical knowledge required to best support our customers, through training, documentation, and tooling enhancements.
  • Responsible for leading the Global Customer Success Team focused on Cross-Border Services.
  • Ensure that programming, testing, deployment, implementation, documentation, maintenance, and support of systems application software is done in adherence with Mastercard standards, processes, and best practices.
  • Lean in to support the team where needed, supporting customer projects and leading pre-sales conversations with customers.
  • Actively seek opportunities to enhance standards and improve process efficiency, supporting the team to make the appropriate changes.
  • Identify, track, and implement global improvements in partnership with Global Product Integrators and other key stakeholders.
  • Support collection and reporting of Customer Success KPIs while actively looking for ways to improve the reporting process.
  • Lead regular strategic conversations with senior leadership and key stakeholders on support model successes, challenges, and opportunities.
  • Strategically assess new products requiring the support of the Customer Success Team ensuring processes align to best practices.
  • Strategically assess the knowledge gaps within the Regional Delivery teams and develop action plan to close identified gaps with reassessment timeframes.
  • Partner closely with Global Product Integrators for enhanced technical and product documentation, training, and process enhancements.
  • Provide technical leadership to the team, working closely with them to close any knowledge gaps.
  • Mange global team members through coaching, goal setting, talent/career development, performance appraisal process to ensure quality, consistency, and efficiency with adherence to GDE methodology standards.
  • Engage with key stakeholders across the organization for continuous improvements.
  • Oversee the team ensuring objectives, goals, and KPIs are on target.
  • Handle any customer project escalations.
  • Proactive to anticipate the needs of the business.
  • Foster a culture of consistency, accountability, and continuous improvement. Attract and retain highly effective talent through mentoring, coaching, development, appraisal, and motivation techniques.
  • Leads/supports global initiatives to enhance the efficiency and continuous evolution of GDE Standards and Methodology.

CX Lead

London

SQLI

Key Responsibilities:

Client Relationship Management: Build and maintain strong, long-lasting relationships with key client stakeholders. Act as the primary point of contact for client inquiries, issues, and escalations. Collaborate closely with clients to understand their business goals, challenges, and CX needs.

CX Strategy and Consultation: Work closely with clients to develop and execute CX strategies aligned with their business objectives. Provide expert guidance on best practices and innovations in CX to drive customer loyalty and satisfaction.

Account Growth and Retention: Develop account growth strategies, identify upselling opportunities, and contribute to contract renewals. Ensure client satisfaction and success, leading to long-term partnerships.

New business development: Be able to spot opportunities, answer RFI / RFPs / proposals and create, cost and lead responses, managing the process through to delivery.

Project Oversight: Oversee the execution of CX projects, ensuring they meet or exceed client expectations. Support and manage statements of work, resourcing needs and timelines to ensure delivery against client-approved timings and budget. Collaborate with internal teams to drive CX-related initiatives, across UX, UI, Content, strategy, research and data.

Creative Management: Prepare and present creative briefs for UX/UI designers & copywriters and co-present creative visuals and copy back to the client.

CX Performance Metrics: Define key performance indicators (KPIs) to measure the success of CX initiatives. Regularly report on the progress and results of CX efforts to clients and senior management, liaising with data & analytics.

Team Leadership: As your team grows, lead and mentor a team of CX specialists, fostering a culture of client-centric thinking and innovation.

 

Director Customer Operations – Contract 12 months FTC

Bracknell

Lyst – 12 month FTC (Mat Cover)

We’re looking for a strategic and talented Director of Customer Operations with a passion for delivering exceptional customer experiences. If you thrive in a fast-paced environment, have excellent communication and leadership skills, and a proven track record of elevating customer satisfaction, we want to hear from you!

Success in this role will require in-depth knowledge on Customer Care systems such as Zendesk, a proactive mindset, a commitment to execution, and a supportive approach towards team members will be key.

The Role:

On a day to day basis, you will be responsible for:

  • Directing Retail Operations team, which includes the Customer Care and Product Moderation functions; responsibilities include setting and monitoring KPIs, overseeing regular customer insight reporting, as well as managing the budget and our vendor and agency relationships
  • Ensuring customer needs and expectations are represented in the Lyst brand identity by partnering with relevant teams (e.g. Brand, Customer Experience, CRM) on campaigns, initiatives, new product features, and services
  • Developing our post-purchase experience strategy for driving repeat business by leveraging industry and competitive insights to identify new opportunities and enabling our partners to provide top quality Customer Care
  • Overseeing the data sources that capture customer sentiment and pain points (e.g. Trustpilot, Zendesk, and App store reviews) through the preparation of regular Voice of the Customer reporting and self-serve insight tools to help the business to test and validate new ideas, product features, and services
  • Driving the ongoing improvement of process and technology required to ensure that we are delivering efficient tooling for our Retail Operations team
  • Working collaboratively across Product, Partnerships, and Brand teams to ensure cohesive customer experiences, embracing our ‘We Cultivate Customer Insights’ company value
  • Line managing and coaching team leads, responsible for their development and progression
  • Building strong relationships with our Partner Customer Care teams and developing a community

Head of Customer Voice

Bradford

About the job

Could you be Incommunities new Head of Customer Voice? This is an exciting time to join Incommunities and be at the forefront of championing the voice of our customers to improve the services they receive from us. Responsible for the delivery of our Customer Voice Strategy, this is an opportunity to lead an innovative voice team and make an impact from day one for our customers and community.

About us

We are social housing landlord and think our vision of Improving Lives Incommunities says it all!

Working to provide great homes in great neighbourhoods, we manage more than 22,600 homes across Yorkshire and are proud to collaborate with our customers, communities, local and national stakeholders to achieve this.

Our values are at the heart of everything we do, inspiring our thinking and guiding our plans and actions. This year will see us continue to focus on our 2 -year plan, to 2024. Our plan puts customers at the heart of what we do, providing great places to live and work, with homes that they are proud to live in.

Responsibilities

  • Lead a multi-disciplinary Customer Voice Team to ensure the Customer Voice Strategy objectives are delivered
  • Capture Customer Insight effectively and ensure the Customer Voice is utilised to drive change across all services
  • Lead the delivery of resident scrutiny activities, to review how the customer experience is being impacted by service areas and improvements; ensuring recommendations are monitored and delivered on time
  • Report to the Customer Experience Committee, Executive Management Team and other committees and forums on all customer voice, insight and scrutiny activities
  • Create dynamic, effective, and innovative approaches to formal and informal methods of engaging customers to increase the scope and levels of customer participation across a diverse customer base
  • Oversee an effective complaints handling service, meeting Housing Ombudsman requirements and ensuring insight and lessons learnt from complaints are effectively used to implement improvements across customer facing services
  • Ensure the customer voice is influencing how the organisation responds to regulatory standards, including the RSH consumer standards’; Collaborate with our Data and Insights team around the management of TSM perception data
  • Collaborate with others to develop the organisation’s approach to community investment, ensuring impactful customer outcomes are achieved’
  • Collaborate with Data and Insights colleagues to develop effective new approaches to customer data collection

Head of Customer Experience

Cambridge

Head of Customer Experience – Hundred Houses Society

Due to continued development, this is an exciting time to become part of the award-winning Hundred Houses Society team and contribute to their future improvement plans.

This is also a unique opportunity to join the Hundred Houses Society leadership team.

Hundred Houses Society exists to provide great value, low-cost homes for the people of Greater Cambridge and constantly strives to deliver better customer service. As well as focusing on delivering more new build homes, they are continually investing and modernising customers’ homes. The society has an extensive history, of nearly 100 years, and is a society based on strong ethics.

The role’s overall purpose is to lead the delivery of customer-focused corporate objectives and the continuous improvement of customer service.

Responsibilities include:

– Deliver an effective, cost-efficient and high-quality service for all housing and customer service areas

– Deliver meaningful and inclusive resident engagement which influences service standards and decision-making, monitors and challenges performance.

– Develop the utilisation of technology to achieve efficiencies and overall process improvement.

– Have a strong focus on developing a positive and motivating employee culture

– Assist the Executive Operations Director in leading and developing the Society’s vision, values and mission.

– Develop the professionalism of the housing team in line with the Better Social Housing Review outcomes.

– Assume responsibility for leading and implementing continuous improvement activities across the Housing and Customer Services teams.

– Ensure all legal and regulatory obligations in relation to housing management are achieved

– Accountability for housing management data and systems

Customer Strategy Manager

London or Norwich

Aviva

A bit about the job:

You’ll join an agile team of experts in strategy, customer experience, and insights, working collaboratively to develop the One Aviva Customer Strategy. Your responsibilities will include working with senior leaders in C&M to refine key strategic initiatives, conducting market scanning and competitor analysis, collaborating with Customer Science to identify growth opportunities, prioritizing customer segments, analysing relationship-building initiatives, and contributing to business case development.

Skills and experience we’re looking for:

  • Ability to source and analyse diverse information for actionable insights.
  • Collaborative, with strong interpersonal and networking skills that gives capability to work across multiple workstreams and teams.
  • Understanding of insurance and wealth markets and relevant regulatory frameworks.
  • Strong communication skills, particularly MS PowerPoint.
  • A clear understanding of customer-centric principles.

Head of Customer Experience

Sheffield

Malaberg

As the Head of Customer Experience, you will be involved in defining and executing strategies that elevate our customer experience to new heights. You will oversee our Sheffield contact centre and the off-shore agents who service our US customers. The role will involve hands-on management of inbound and outbound teams and using a data-centric approach to drive commercial growth across all teams. You will be directly involved in the day-to-day operations, setting the standard for excellence in customer engagement and delivering continuous improvements to all touchpoints.

Key Responsibilities:

  • Lead a team of Customer Champions who are dedicated to resolving issues and leaving our customers delighted.
  • Agent Training & Quality Assurance: Lead the training of customer service agents, ensuring they meet our high standards.
  • Strategic thinking and foresight: As the person in-charge of the overall customer experience, the Head of Customer Experience should be able to foresee market changes, dynamism in customer expectations and strategise to guide the company to live up to those expectations in the fast-evolving digital world.
  • Voice of Customer: Be a Customer Champion, ensuring the customer’s voice is heard throughout the business and all areas collaborate to deliver an outstanding end-to-end customer journey
  • Team Development & Management: Oversee the recruitment and development of your team, ensuring high retention and performance. You will work closely with recruitment agencies or internal resources to select the best talent and develop their skills for long-term growth.
  • Process Design & Implementation: Create and refine customer service processes and workflows to enhance efficiency and customer satisfaction. Your strategic approach will streamline operations and set benchmarks for excellence.
  • Enhance and build our CS technology stack: Integrating cutting-edge CS tools and analytics capabilities which scale gracefully and have the right balance of self-service and expert human agent interactions.
  • Growth & Scaling: Play a key role in expanding the team, demonstrating an ability to manage and grow a team effectively. Experience in scaling teams, particularly in customer service, will be crucial as we expand our reach internationally.
  • Remote Team Management: Experience in managing remote teams is required. The role demands flexibility and effective management techniques to ensure seamless service delivery across different regions, regardless of the geographical spread of the team.

Senior Customer Journey Design Specialist

Skipton

Skipton Building Society

Your Main Responsibilities Will Include

  • Owning, monitoring and improving critical interactions with our customers across their end-to-end experiences with us, suggesting enhancements based on data and experience
  • Collating all relevant data sources to portray a complete picture of customer journeys
  • Bringing the outside in by conducting regular external benchmarking, influencing internal stakeholders to continually improve the customer experience based on changing customer expectations.
  • Conducting cross-functional workshops to create and maintain existing and desired customer journeys, ensuring stakeholders are bought in and informed, and regulatory compliance is maintained.
  • Identifying and highlighting relevant stakeholder’s improvements to the customer journey that will enhance the customer experience, streamline internal process, reduce costs and remove the non-value-added work.
  • Prioritising improvements to the existing journeys to help them reach their desired states, ensuring all initiatives and/or business cases are appropriately logged, sized and scoped
  • Ensuring appropriate stakeholders management to highlight and advocate the importance of utilising Customer Journey Mapping in other frameworks that existing within the group.

Data Driven Customer Experience Manager

London

Cap Gemini

We are seeking candidates who can demonstrate a majority of the following areas of experience:

  • Experience in data strategy, CRM or data driven customer experience roles. Strong understanding on Mar-tech landscape and different technologies like CDP, DMP, visualisation solutions and analytical solutions
  • Solid understanding of the technology market in areas such as Digital Experience Platforms, Personalisation, Marketing Automation, E-commerce, Data-Driven Customer Experience and the application of emerging technologies (e.g. GenAI, AR/VR) in the market.  Understanding of different types of data sources and how they can be used to generate value back to the business through enhance customer experiences.
  • Understanding of different vendors within the CDP space (e.g., Tealium/ Adobe experience platform) and how they differ from one another.
  • Experience with working on pitches or bid responses.
  • Experience across the following topics is preferred: How to create a customer data strategy. How to improve 1st party data collection strategy.  The role of tagging and taxonomy.  The importance of measurement and reporting and how to optimise it.  The role of analytics within a data driven transformation.  The role of GenAi in marketing, commerce, sales, and service.  The impact of 3rd party cookie deprecation.  Identifying the gaps in data that a business might benefit from collecting and how it adds value.  Creation of use cases in line with data strategy or data platforms

Head of Customer Facing Experience

Bracknell

About the job

Our Company

At Boehringer Ingelheim we develop breakthrough therapies that improve the lives of both humans and animals. Founded in 1885 and family-owned ever since, Boehringer Ingelheim takes a long-term perspective. Now, we are powered by 52,000 employees globally who nurture a diverse, collaborative and inclusive culture. We believe that if we have talented and ambitious people who are passionate about innovation, there is no limit to what we can achieve.

WHY THIS IS A GREAT PLACE TO WORK

Boehringer Ingelheim has been recognised as a Top Employer in the UK. Being certified as a Top Employer confirms our dedication to a better world of work, delivered through excellent HR policies and people practices. To learn more visit: https://www.boehringer-ingelheim.co.uk/careers/uk-careers/why-great-place-work

THE POSITION

Provides direction and insights to lead the CFE team to ensure customer facing team productivity and effectiveness are optimised to meet business objectives and maximise profitability – including shaping the broader GTM strategy and prioritising appropriate capabilities to implement in the UKIE business

Research & Insight Manager

London

Battersea – Charity

Battersea is an ambitious and exciting place to work; our brand, marketing campaigns and expert care for dogs and cats in need help us to stand out in the sector.

Battersea’s Insight & Impact team proudly inspires and empowers colleagues in all teams to make confident and evidence-based decisions, that ultimately drive positive impact for dogs and cats everywhere.

As a Research & Insight Manager, you will foster this culture by developing and communicating compelling insights based on robust methodologies and creative approaches to data collection, analysis, and reporting.

Director, Customer Experience Strategy

London

About the job

About Us

We’re building Tomorrow’s Connections Today, bringing people together through the power of our technology.

Liberty Global is a world leader in converged broadband, video and mobile communications and an active investor in cutting-edge infrastructure, content and technology ventures.

With our investments in fibre-based and 5G networks we play a vital role in society, currently providing over 85 million fixed and mobile connections and rolling out the next generation of products and services, while readying our networks for 10 Gbps and beyond.

We’re creating national champions, combining the best broadband and mobile networks under brands such as Virgin Media-02 in the UK, VodafoneZiggo in The Netherlands, Telenet in Belgium, Sunrise in Switzerland, Virgin Media in Ireland and UPC in Slovakia.

Liberty Global Ventures, our global investment arm, has a portfolio of more than 75 companies and funds across content, technology and infrastructure, including strategic stakes in ITV, Univision, Plume, Lionsgate and the Formula E racing series.

Our scale enables us to transfer knowledge and expertise across our operations and investments, creating a dynamic family of brands united in the pursuit of innovation and excellence.

And we’re prioritising diversity, equity and inclusion in our workplace and communities, while reducing our impact on the environment. We are using technology as a force for good; for our people, our partners and the planet.

Job Purpose

As a business that’s totally in love with groundbreaking thinking and digital goodness, it’s no surprise that our Customer Experience teams have crucial roles to play. They underpin so much of what we do. That means everything from design and architecture, through to innovation, enhancing, trialling and priority setting for delivery of our product platforms.

From the biggest projects to essential daily maintenance, all kinds of people have important roles to play. The Director Customer Experience Strategy is part of the Customer Experience Department, responsible and accountable for defining customer experience and product platform roadmaps with focus on scale deployments, rich and easy experience as well as quality to support the success of our operating companies.

As the Director of Customer Experience Strategy, you will play a pivotal role in shaping and implementing our overall customer experience vision.

You will be responsible for developing and implementing strategies that enhance customer satisfaction, loyalty, and engagement across touchpoints within and related to our platforms.

If you are a strategic problem solver with a passion for driving customer-centric initiatives, we invite you to join our team. This is Global role with multi country responsibility (3 PE and UK), advising on CX strategy across the four operating companies.

Head of Customer Marketing

Greenford

About the job

The Company

Join us in transforming urban living for happier lives! Brompton Bicycle is more than just a company – we’re a community of innovators who are passionate about changing the world, one bike at a time. Our bikes are not just a means of transportation – they’re a reflection of our values, creativity, and commitment to excellence.

With over 16 million possible combinations of gears, colours, handlebars, and accessories, we’re all about giving our customers the power to create their own personalized Brompton bike. And we are not stopping there – in the past 36 months, we’ve invested in new facilities, transformed our digital presence, opened new flagship stores, and launched our biggest product line ever!

Key responsibilities

  • Lead the global customer marketing strategy & team, overseeing CRM, Insights and Community.
  • Create a global centre of excellence and support for regional marketing teams. Building effective working relationships with regional leads and cross functional teams.
  • Lead the CRM team in the formulation of Global and Regional CRM strategies and programmes/campaigns.
  • Analyse customer behaviour data to generate actionable insights and strategies to optimise customer journeys.
  • Establish meaningful segmentation and targeting, marketing automations, using testing and analytics to inform continuous optimisation to drive revenue.
  • Work with Head of Community to build out the community & loyalty programme to engage and grow our fanbase, leveraging owner enthusiasm to drive business impact and activate our purpose of ‘We Create Urban Freedom for Happier Lives
  • Oversee global customer insights team and ensure the voice of the customer is at the heart of all decision making within the business, working cross-functionally, collaborating with teams including Product Design, Brand/Creative, Retail, Product Management, and Ecommerce

Director, Customer Experience Implementation

London

About the job

About Us

We’re building Tomorrow’s Connections Today, bringing people together through the power of our technology.

Liberty Global is a world leader in converged broadband, video and mobile communications and an active investor in cutting-edge infrastructure, content and technology ventures.

With our investments in fibre-based and 5G networks we play a vital role in society, currently providing over 85 million fixed and mobile connections and rolling out the next generation of products and services, while readying our networks for 10 Gbps and beyond.

We’re creating national champions, combining the best broadband and mobile networks under brands such as Virgin Media-02 in the UK, VodafoneZiggo in The Netherlands, Telenet in Belgium, Sunrise in Switzerland, Virgin Media in Ireland and UPC in Slovakia.

Liberty Global Ventures, our global investment arm, has a portfolio of more than 75 companies and funds across content, technology and infrastructure, including strategic stakes in ITV, Univision, Plume, Lionsgate and the Formula E racing series.

Our scale enables us to transfer knowledge and expertise across our operations and investments, creating a dynamic family of brands united in the pursuit of innovation and excellence.

And we’re prioritising diversity, equity and inclusion in our workplace and communities, while reducing our impact on the environment. We are using technology as a force for good; for our people, our partners and the planet.

Job Purpose

As a business that’s totally in love with innovative thinking and digital goodness, it’s no surprise that our Customer Experience teams have crucial roles to play. They underpin so much of what we do. That means everything from design and architecture, through to innovation, improving, trialling and priority setting for delivery of our product platforms. From the biggest projects to crucial daily maintenance, all kinds of people have a role to play. The Director Customer Experience Implementation is part of the Customer Experience Department, responsible and accountable for defining customer experience and product platform roadmaps with focus on scale deployments, rich and easy experience as well as quality to support the success of our operating companies. As the Director of Customer Experience Implementation, you will play a pivotal role in translating our customer and product experience strategies into tangible, high-impact initiatives. You will lead a team dedicated to implementing and optimizing customer-focused programs, ensuring seamless integration with and enhancement of our products and services. If you have a consistent track record of successful implementation and a passion for driving exceptional customer and product experiences, we invite you to be a key player in our team.

This is Global role with multi country responsibility (3 PE and UK), driving implementation with our central platforms scaling across the four operating companies.

Customer Experience Strategy Director

London

Merkle

We are looking for an experienced customer strategy/CRM strategy lead to join our growing team of marketing strategy specialists. You will be part of a diverse team dedicated to providing insight and strategic vision and activation of strategic planning across channels. You will report into the Head of Customer Strategy.

You need to have experience in data-driven customer strategy: you have a experience to combine insights from multiple sources to lead actionable recommendations and business changes; you will be adept at simplifying complex frameworks into a clear narrative and translating strategic recommendations into actionable plans. You will tell stories that captures the imagination of the client and instil trust in them is as important as the understanding of the analysis itself.

You will manage meetings and present your thoughts, recommendations and reasoning internally and at board level for clients. If you’re someone who likes innovation, we need a somebody who can build relationships, who can get to the core of the clients’ challenges and deliver insightful, data-led marketing strategies focused on our goals, activated through integrated campaign planning.

Merkle have great relationships with our client base which is founded in the trust of providing deep expertise. You will work in a vibrant team of like-minded professionals with a variety of skills and specialisms and will need to balance client demands with the development of Merkle propositions and being an important member of the team in responding to new business opportunities.

Digital Design Lead

London

Revolution Beauty

We are looking for an experienced Digital Design Lead to champion the creative direction of all digital design across the company. Overseeing our e-commerce platforms, digital marketing channels, and digital retailers. The ideal candidate should be a strategic thinker who can create and execute innovative, conceptual ideas that meet all stakeholder objectives. The candidate will have a passion for managing and developing a team of designers. Loving all things beauty, who embraces Revolution’s dynamic culture of executing with speed and quality, whilst thriving in an entrepreneurial environment.

What you’ll do:

  • Overseeing the creative of all digital channels
  • Lead and mentor a team of designers, providing guidance and feedback to help them grow, developing their passions and talent
  • Focus on elevating the design work, spotting opportunities for bolder work, and constantly pushing for creative excellence
  • Develop and execute a variety of digital design briefs that meet the objectives of key stakeholders
  • Build and maintain strong relationships with stakeholders, acting as a trusted advisor and delivering results that exceed their expectations
  • Working closely with multiple departments, to plan campaigns from a digital perspective, aligning with our Head of Design to make sure we’re creating 360 strong campaigns
  • Leading the look & feel for our trade peak focuses of the year
  • Constantly looking at how we can elevate the sites performance, working with key stakeholders to launch these projects
  • Using data at the forefront of your design decisions, planning, and testing concepts to amplify the sites KPIs
  • Always designing from a mobile-first viewpoint, putting the customer first in all design decisions
  • Work closely with our in-house Software Engineer, briefing in all front-end website content that’s needed, whilst understanding the platforms we use
  • Creating content for multiple brands, maintaining brand consistency in all work undertaken
  • Able to work to tight deadlines, whilst also understanding your team’s capabilities & workload, and managing brief timelines
  • Design and tailor all content to the needs of each region / market for local execution

Head of Customer Journey Management

London

Sainsburys

As the Head of Customer Journey Management, you will assume ownership and optimisation of our critical end-to-end customer experiences across a two-year horizon. This responsibility extends across all Sainsbury’s brands and channels, with a particular focus on either GM or Food. You will work with the business to champion our customers at every touchpoint in our core customers journeys. By leveraging journey mapping, data analytics, and insights, you will prioritise pain points and identify innovative solutions. Collaborating closely with leadership teams and subject matter experts from both Sainsbury’s and Argos, you will drive the implementation of customer experience enhancements through engagement, education, and support. You will help to grow the customer journey management capability across the customer care team and support driving our strategic vision to have a customer first culture across the business. Furthermore, you will play a pivotal role in cultivating a customer-centric culture throughout the organisation. Your expertise will empower the customer care team and contribute to our overarching goal of putting the customer first in all aspects of our business.

What you need to do:

  • Responsible for overseeing our customer journeys, identifying pain points and opportunities for improvement. By tracking performance metrics and KPIs, you’ll proactively identify areas where enhancements are needed.
  • Collaborate with cross-functional teams to drive strategic planning. Prioritise enhancements for the current year and future roadmaps
  • Monitor and analyse customer journey performance metrics and KPIs (such as CSAT, Pain points, complaints and contact volumes); to track our customer experience performance
  • Leverage analytics data and customer insights to understand behaviour. Use this knowledge to inform the design and optimisation of our customer experience
  • Represent the customer in all interactions across the business to support our strategic customer vision and deliver against our customer outcomes
  • Ensure our customer journeys align with our brand promise. Create more mission focussed experiences, that resonate with our customers, whether they engage with us in-store or online
  • Upskill and influence the business to co-create, deliver and embed improvements to our customer experiences over the 2 year horizon
  • Demonstrate the commercial impact of customer experience improvements. Showcase how enhancing customer journeys positively affects our business outcomes.
  • Collaborate with senior internal stakeholders across divisions to deliver a cohesive customer experience. Influence their priorities and roadmaps to maintain consistency for customers
  • Provide CX assurance by aligning decisions with our CX principles and standards. Uphold the highest standards of customer satisfaction.
  • Lead experimentation initiatives to optimise the customer experience. Test hypotheses and collaborate with Customer Journey Managers to implement impactful solutions
  • Partner with Heads of Customer Experience Design and CX Research & improvement to prioritise initiatives and design solutions
  • Lead change from initial experimentation to developing scalable solutions and drive delivery through relevant stakeholders and cross functional teams – to plan and deliver customer experience improvements focusing on 0-2 years
  • Provide CX advice, insight and guidance to teams across the business, using data and continuous journey measurement to demonstrate the impact of active orchestration of the customer journey
  • Build, lead and inspire a high performing team of up to 5 Customer Journey Managers and a delivery manager; working across our channels and brands. Foster their growth and align their efforts toward exceptional customer experiences.
  • Provide strong, visible leadership to help deliver a positive open and inclusive culture where colleagues can reach their full potential
  • Lead on the engagement and upskilling on journey mapping and tooling within Customer Experience Design and Product Experience Design
  • Role model and embed Sainsbury’s valued behaviours of Own it, Make it Better and Be human. Focus on the action we all need to take and ensure we’re making a difference for our customers and colleagues.

Customer Experience Specialist – Ongoing Recruitment

Kingston or Leeds

Ongoing Recruitment for CX Candidates at Unilever

We are eager to find people who have a passion for teamwork, a positive attitude, and who are results orientated. Please read more about the role below & if you think you’d be a great addition to the Customer Experience team we’d love to hear from you. To register your interest please submit a copy of your full CV by hitting the “Apply Now” button above! We’ll review your application and contact you if we think you’re a good fit!

Please note: This is not a live vacancy, and you will be contacted by a Talent Partner to discuss your fit for upcoming, future roles in Customer Experience.

Job Title: Customer Experience Specialist

Location: Kingston or Leeds

Job Purpose

Key purpose of this role is to ensure customer satisfaction through proactive communication and collaboration through assessing the customer experience from ordering, delivery to collection. Intent of this role is not to manage day-to-day operations but to monitor and collect insights to influence internal and customer policy to elevate efficiency of the processes.

  • This role may be structured by Channel / Customer / Process.

Responsibilities

  • Improvement in long term customer experience metrics (Dispatch Rate, Overdue payments, Forecast Accuracy & Bias, Invoice Accuracy, Claims Completion Times, # of escalations and time spent on escalations, Trade Terms compliance)
  • Business partner to CD
  • Understanding the needs of retail customers, be the voice of the customer internally
  • Developing customer relationships with key customer contacts
  • Be the face of Unilever to our customers Supply Chain operational and strategic matters
  • Focus on “right first time” for the customer, which helps both the customer and Unilever with the cash collection cycle.
  • Take a higher-level view of all processes and system logic in place that are delivering the customer experience, and make interventions where needed to improve performance.
  • Optimizing of customer-related iOPS processes such as delivery routes, ordering behavior (cost to serve optimization) by independently initiating and managing improvement measures and projects with customers and internal experts.
  • Integrating new customers and channels into existing processes in close alignment with CD
  • Evaluating logistics efficiency and cost deriving from ordering behavior and initiating and executing improvement actions
  • Providing insights to the customer in terms of operational performance derived from data analytics and proposing new policy/policy revision to the customer.
  • Monitors operating metrics – overseeing that the day to day is running effectively and efficiently with primary focus being on continuous improvement.
  • Managing recalls (control/support for shipping communication, monitoring of quantities & costs
  • Change notifications (dispatch and communication to customers) at e.g. prices or material master

Director of Customer Value Management

Greater London

About the job

About Viator

Viator, a Tripadvisor company, is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. And with 300,000+ travel experiences to explore—everything from simple tours to extreme adventures (and all the niche, interesting stuff in between)—making memories that will last a lifetime has never been easier. With industry-leading flexibility and last-minute availability, it’s never too late to make any day extraordinary. Viator. One app, 300,000+ travel experiences you’ll remember.

As the Director of Customer Lifecycle Management, you will be responsible for overseeing the creation and implementation of strategies that maximise customer value and loyalty, globally. You will be joining us at an exciting time, as our fast (acquisition) growth means we need a strong, proven leader to help us build and scale capabilities around our customer base.

Your primary responsibility will be to strategize, design, and implement best in class lifecycle programs and communication, driven by building a solid foundation of customer data and customer analytics. The scope of the B2C CVM team you will lead stretches from acquisition (lead generation) to the entire CVM lifecycle of nurture, growth, and retention. Globally and across all our product categories.

By leveraging data-driven insights and innovative techniques, you will drive customer loyalty, satisfaction, and advocacy, ultimately leading to increased revenue and customer lifetime value.

This role requires a strategic thinker, a hands-on problem solver, and someone with strong mastery of performance data. This role also requires a collaborative leader who can work well cross-functionally with other teams to coordinate and deliver the end-to-end journey for customers.

Demonstrable personal expertise with customer analytics and customer data is a must, along with lifecycle marketing experience. Proven experience in B2C environments and in building and growing a CVM capability in a fast growth environment is essential.

We have a strong preference for candidates that have travel industry experience, MarTech fluency, and a track record creating and growing CVM programmes such as loyalty, promotions, and services.

Director of Customer Success – EMEA

London

About the job

📍 Narvar Hybrid Eligible locations: Atlanta, GA | Austin, TX | New York, NY | San Francisco, CA | London, UK | Bangalore, India | Tokyo, Japan

Narvar is growing! We are hiring a Director of EMEA Customer Success to lead the post-purchase experience during the critical phase of the customer journey. You are self-motivated, scrappy, and willing to learn and take action. You get to collaborate across the organization with other leaders and team members.

We’re looking for a strong leader to drive the Customer Success organization’s strategic direction and operational execution. As a Director of Customer Success, you will gather insights to identify ways to optimize each step in the customer lifecycle and drive a strong return on investment for our clients. You’ll help ensure clarity in strategy, organizational design, and operational execution for the CSM org. You will need to both roll up your sleeves to lead interactions with our customers, but also think strategically about improving processes for customer on-boarding, training and ongoing engagement. The ideal candidate will need to have a strong mix of relationship management, analytical, and leadership development skills. This is a highly cross-functional role and you will collaborate with engineering, sales, and professional services teams to drive process, create solutions, and make Narvar a best-in-class customer success organization. This role reports to the Senior Director of Retail and Client Success and acts as a trusted partner in the organization.

Head of Guest Experience

London

Tottenham Hotspur

The Club is seeking a Head of Guest Experience to own the ongoing evolution of the customer journey, and execution of the member benefits program for all areas of the Venue. Ranging from matchday attenders to public season tickets holders, through to The H Club (Private Members Club) and our six-star ‘Lodge’ / Residence. The Head of Guest experience will work with various key stakeholders, including our Head of Supporter Experience, to ensure our supporters and customers have a positive experience.

The position will involve working irregular hours (e.g. evenings / Saturdays / Sundays / Bank Holidays) so a flexible candidate is sought.

JOB PURPOSE

This role embraces the customer journey from ‘end to end’, owning the project management, consolidating and vision across all levels of the business. This person must quickly establish and sustain a reputation for innovation, consistently delivering excellence, making the site ‘the place to be’ for legendary customer service and a renowned center of excellence.

KEY RESPONSIBILITIES

  • Manage all aspects of the Guest Experience and Premium Membership Team
  • Meet and continually exceed the expectations of all members and visitors, leaving them with lasting positive memories of their visit to the Tottenham Hotspur Stadium
  • Passionate, visionary, and energetic leader and project manager, able to demonstrate true leadership for mobilising teams to deliver to exceptionally high standards at all times, with continuous improvement and development.
  • Assist the Senior Leadership Team with coordinating the various THFC sites for the guest experience team, working with all internal departments, including our service partners
  • Overall accountability for quality control and achieving consistent guest and client satisfaction scores
  • Working with the Event Delivery and Catering Team on preparations, standards of performance and the execution of events to a high standard
  • Work closely with all internal teams to shape and drive amazing guest satisfaction, through operational excellence and leading-edge innovation and product / process developments. Must embrace global trends and be continually market leading
  • To continually analyse and develop our VIP and client experience across all areas of the business
  • To evolve our tiered approach to multiple layers of guest experience, refreshing our guest experience and ensuring we remain world class in everything we do
  • To conduct research at other venues and through other industries to ensure our client delivery is considered best in class
  • To deliver a matchday experience that takes us forward with the Premier League improvement program, as well as other leading industry related development programs
  • Review and respond to premium guest feedback and complaints on behalf of the business.
  • Build relationships with key multi-site teams and management, to service partners, guests and visitors and front-line staff
  • Responsible for recruitment and development of direct reports – including the coaching and development on ‘best-practice’
  • Prepare and ensure all matchday and non-matchday guest requirements are planned and delivered, for example: event invitations, suite and membership checklist, parking, concierge services, etc.
  • Bring real leadership to the Guest Experience and Premium Membership Team

CX and Change Analyst

Bristol

About Ping Identity:

At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it’s not just something we provide our customers. It’s something that inspires our company. People don’t come here to join a culture that’s built on digital freedom. They come to cultivate it.

Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear.

While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. We champion every identity. One of our core values, Respect Diversity, reminds us to celebrate differences so you are empowered to bring your authentic self to work.

We’re headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we’re changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management.

The CX and Change Analyst will sit within our Customer Care Centre of Excellence, and has key responsibilities to support our post sales customer experience team, for change and support the delivery of new customer (CX|UX) focused initiatives.

Customer-Centric Mindset:

Understanding and prioritising the needs and expectations of customers is fundamental. The ability to think from the customer’s perspective is critical in designing positive experiences.

Communication Skills:

Excellent communication skills, both verbal and written, are essential. This role, working alongside CX Program managers, need to effectively convey the vision, goals, and strategies to other departments within the organisation.

Analytical Skills:

Key for this role is the to be adept at analysing customer data, feedback, and metrics to identify trends, patterns, and areas for improvement. This includes the ability to use data to drive decision-making.

Problem-Solving Skills:

The ability to identify and address issues that impact customer satisfaction is vital. You should be a skilled problem solver who can navigate complex situations.

Cross-Functional Collaboration / Stakeholder Management:

Collaboration with various departments (marketing, sales, product development, etc.) is essential. You should be able to build strong relationships and work collaboratively with other teams to ensure a seamless customer experience across all touchpoints.

Reporting & Data-Driven Decision Making:

Metrics and Analysis: Utilise data and analytics to make informed decisions. You should be comfortable using customer data to assess the impact of initiatives and adjust strategies accordingly.

Customer Journey Mapping:

Understanding Touchpoints: Mapping the customer journey is crucial for identifying key touchpoints and moments of truth. This skill helps in designing initiatives that enhance the customer experience at critical stages.

Product Manager – Loyalty

Remote

Holland Barett

About The Role

  • Lead the development and execution of a comprehensive Omnichannel Loyalty strategy that sets us apart from our competitors.
  • Collaborate with cross-functional teams including digital, retail, supply chain, loyalty and eCRM to ensure seamless integration with existing systems and processes
  • Plan and lead transition period in collaboration with tech and business teams to ensure all customers aware of upcoming exciting changes and receive the best user and support experience across all our channels
  • Drive the successful launch of our new loyalty program across all channels, including our retail stores, app, and website.
  • Continuously analyze performance metrics and customer feedback to optimize the program for maximum engagement and profitability, ensuring that our customers are delighted at every touchpoint.
  • Work closely with internal stakeholders including Digital Trading, Marketing , Retail , Commercial , Operations and Customer support teams to ensure alignment, gather requirements, and secure support for the loyalty program. Your exceptional stakeholder management skills will be crucial in driving collaboration and achieving success.
  • Collaborate with regional teams including Netherlands, Ireland and Belgium to ensure the loyalty program meets the unique needs and expectations of diverse markets
  • Plan staged rollout in all the markets to mak e sure the process goes as smoothly as possible
  • L aunch and manage the proposition in these markets, expanding our global reach and impact.
  • Utilize advanced data analytics and customer insights to inform decision-making and identify opportunities for improvement. Your ability to extract meaningful insights from complex data sets will be instrumental in driving our loyalty program’s success.
  • Ensure that the loyalty program adheres to all relevant regulations and security standards, providing our customers with peace of mind and maintaining their trust in our brand.

Director – Digital Product Development

Burgess Hill

AMEX

About The Role

Reporting to the VP of Product Development, this role is an exciting opportunity for a talented product leader to drive modernization and enablement of payment capabilities.

Key Responsibilities

  • Lead a team of product owners responsible for product development BillPay capabilities.
  • Partners with Product Management teams to translate product strategy and roadmap into capability release plans.
  • Syndicates capability release plans with key stakeholders (Product, Engineering, Operations, Business owners, Market Teams)
  • Lead the discovery and envisioning of new Payment flows and Bank Integration capabilities which power key customer journeys, coaching the team to define capabilities, features, user stories and success criteria
  • Defines market specific platform requirements for inclusions in global platform and market expansion releases.
  • Lead delivery strategy for modernization, establishing a playbook for enablement expansion, scaling modern payment capabilities across the globe.
  • Owns prioritization of work across multiple scrums teams, supporting sequencing of delivery of new Payment flows and Bank Integrations.
  • Defines and assess delivery metrics and KPIs. Partners with portfolio teams to identify opportunities improve delivery predictability, time to market, delivery of iterative value to the business.
  • Position requires a willingness to continually learn and implement ground-breaking product and technologies processes within a dynamic and highly matrixed environment to capitalize on the considerable investment made in the payment process

Senior Customer Strategy & Insights Executive / CX

London

Senior Customer Strategy & Insights Executive | CX – KANTAR

London / Hybrid working

We’re the world’s leading data, insights, and consulting company; we shape the brands of tomorrow by better understanding people everywhere.

Our Insights colleagues are the masters of using data to resolve challenges. They help brands define what they should stand for, how to reinvent and renew their offer, how to better reach audiences, and how to win with consumers and customers. By collecting substantial data from across the world, they blend human expertise with technology, making sure we can deliver innovative insights to brands everywhere.

The Customer Experience team at Kantar are unique in the market. We combine deep research expertise and analytics with customer experience strategy, to help our clients through complex customer experience transformations.

We are looking for a Senior Customer Strategy & Insights Executive to join our CX team. You’ll work closely with clients to understand their business objectives and the most appropriate research design to meet these objectives. You are working towards becoming a recognised CX expert in research design and insight delivery. Your goal is the delivery of high quality CX insights and recommendations that will enable clients to improve their customer experience strategies.

What you’ll be doing

  • You will demonstrate a passion for CX, a willingness to learn and a desire and hunger to improve your skills
  • You will lead various small client projects from brief through to analysis and debrief, with consistently high quality and reliability, ensuring a happy client.
  • You will support seniors on larger more complex projects – taking a proactive lead on driving the project forward, managing internal teams efficiently escalating where appropriate and necessary.
  • Great communication skills are key – you will be clear, confident, persuasive and empathetic with clients and colleagues.
  • You will be expected to contribute to our collaborative culture, with a can-do attitude and a positive approach to your work

Lead Service Designer

London

Exciting Lead Service Designer opportunity at UK Export Finance!

UKEF is committed to be a more customer-centric organisation, making it easier for customers to deal with us, offering improved response times, quicker decision-making and improved case-processing. To enable this, UKEF is committed to using digital as a primary means for managing relationships with a wider range of stakeholders. Focusing on developing end-to-end services that meet user need and enable business outcomes, this is an exciting new role showing the growth and drive of UKEF’s digital ambition.

This role will lead the service designers and researchers in UKEF, leading the research and service design professions and approach for products and services across the organisation to meet our users’ need and business aspirations.

For further information about the role, working for UK Export Finance and the benefits it offers employees and how you can make a difference click on apply.

Service Designer (UX) – Central Government Sector

London

BAE Systems Digital Intelligence is home to 4,500 digital, cyber and intelligence experts. We work collaboratively across 10 countries to collect, connect and understand complex data, so that governments, nation states, armed forces and commercial businesses can unlock digital advantage in the most demanding environments.

With a strong understanding of best practices and methodologies, User Experience Designers are the primary end-user advocates who produce online experiences that engage even the most discerning audiences. They are research, data and design enthusiasts who create engaging and useful digital products and services to serve a wide variety of online experiences.

The role of a User Experience Designer (UXD) is broad in that they can operate across several key phases of our User Centred Design (UCD) methodology from Discovery, Define and Design to Implementation, Test and Deploy.

They implement research, persona creation, needs analysis, site maps, wireframes and prototypes. They are also responsible for creating visually engaging and innovative products, bringing concepts to life by eliciting human response to visuals of all kinds. They know the power of imagery, motion, interactivity and design.

The User Experience Designer provides cross-functional teams and clients expert knowledge and skills in UX and UI design principles and methodologies, acting as a subject matter expert and evangelist for Digital Experience excellence.

Key Accountabilities

This role require a passion for creating digital experiences which delight and inspire diverse audiences. We employ UXDs to create compelling digital experiences that are empathetic to user needs and drive measurable business results.

Key accountabilities / duties;

  • Work as a Lead practitioner leading a team of UXDs and Front-End build specialists on large projects or programmes of a highly complex and business critical nature.
  • Manage designers to deliver outstanding interactive visual products
  • Be a negotiator of change acting on behalf of end users but within the constraints of the art of the possible form a technical point of view as well as ensuring that business objectives are adhered to
  • Represent BAE in direct client engagement both with senior sponsors and key stakeholders through collaborative working, reporting, facilitating key workshops, reviews and testing events and more.
  • Lead client presentations
  • Write up case studies and proposition / sales support materials from projects
  • Support business development activities including aiding sales proposals and pitches
  • Manage the Risks and Issues arising on the Project and communicate as necessary

Digital Transformation Lead

London

Islington Council

As a Digital Transformation Lead, you’ll be at the forefront of innovation, leading the charge in shaping the digital landscape of the council; for the Borough. As the primary liaison between IT & digital services and the wider organisation, you will cultivate strategic partnerships and foster collaboration with Directorates and service users.

You will conceptualise and commission innovative digital solutions to solve service problems and meet the council’s ambitions.

Main duties of the job:

  • Strategic Engagement and Transformation Opportunity Identification: Spearhead strategic engagements to identify and develop transformation opportunities for council services.
  • Trusted Adviser for Business Planning: Apply your expertise in business change and digital solutions to become a trusted adviser to council services for strategic planning.
  • Change and Innovation Ambassador: Champion change and innovation within the organization, inspiring and driving digitally enabled business improvements.
  • Digital Solution Pipeline Management: Collaborate with technical specialists and business leaders to define, plan, and commission the pipeline of new digital solutions.
  • Business Analyst Supervision: Supervise Business Analysts in conducting analyses related to the role’s responsibilities.
  • Close Collaboration with Service Design Team: Work closely with the service design team to explore ideas, develop opportunities, and assess their value.