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The Customer Experience Recruitment Specialists
In every aspect of CX and service design
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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.
Sponsored Job Roles
Customer First Manager
Great Portland Estates plc (GPE)
Customer First Manager
An exciting new role has been created for a Customer First Manager to join the team at Great Portland Estates plc (GPE).
GPE have recently implemented a change programme, to move away from a traditional landlord operating model to a modern customer focused model, evolving the way we do business to meet (and exceed) customers’ changing needs. The business sees this an opportunity to differentiate itself, build a brand and create a competitive advantage
Customer First Manager
Great Portland Estates plc (GPE)
Customer First Manager
An exciting new role has been created for a Customer First Manager to join the team at Great Portland Estates plc (GPE).
GPE have recently implemented a change programme, to move away from a traditional landlord operating model to a modern customer focused model, evolving the way we do business to meet (and exceed) customers’ changing needs. The business sees this an opportunity to differentiate itself, build a brand and create a competitive advantage.
Customer First Lead is responsible for leading all aspects of GPE’s ‘shift’ to a customer-first operating model. This will entail:
- Reinforcing GPE ‘Customer First’ commitment across the business/acting as the ‘voice of the customer’ internally;
- Supporting the Customer Experience & Flex Director with the delivery and development of GPE’s Customer First programme
- Acting as the internal lead/focus to drive engaging, efficient, and effective CX;
- Developing insights and analytics around customer behaviour (further adapting what we already have);
- Proactively driving initiatives which increase customer satisfaction, loyalty, and advocacy;
- Stewarding our customer insight programmes; Measure and track impact of initiatives using key performance indicators (NPS, customer retention and any other measures as determined).
- Ensuring that GPE customer journeys are in keeping with expectations;
- Driving the end-to-end CX, testing concepts and hypothesis’ that will lead to improving CX and new ways to satisfy emerging customer needs;
- Identifing customer case studies to showcase GPE customer experience and for use in marketing to internal and external stakeholders;
- Collaborating with marketing to develop campaigns to improve customer awareness, loyalty and brand image;
Customer First Manager
Great Portland Estates plc (GPE)
Customer First Manager
An exciting new role has been created for a Customer First Manager to join the team at Great Portland Estates plc (GPE).
GPE have recently implemented a change programme, to move away from a traditional landlord operating model to a modern customer focused model, evolving the way we do business to meet (and exceed) customers’ changing needs. The business sees this an opportunity to differentiate itself, build a brand and create a competitive advantage.
Customer First Lead is responsible for leading all aspects of GPE’s ‘shift’ to a customer-first operating model. This will entail:
- Reinforcing GPE ‘Customer First’ commitment across the business/acting as the ‘voice of the customer’ internally;
- Supporting the Customer Experience & Flex Director with the delivery and development of GPE’s Customer First programme
- Acting as the internal lead/focus to drive engaging, efficient, and effective CX;
- Developing insights and analytics around customer behaviour (further adapting what we already have);
- Proactively driving initiatives which increase customer satisfaction, loyalty, and advocacy;
- Stewarding our customer insight programmes; Measure and track impact of initiatives using key performance indicators (NPS, customer retention and any other measures as determined).
- Ensuring that GPE customer journeys are in keeping with expectations;
- Driving the end-to-end CX, testing concepts and hypothesis’ that will lead to improving CX and new ways to satisfy emerging customer needs;
- Identifing customer case studies to showcase GPE customer experience and for use in marketing to internal and external stakeholders;
- Collaborating with marketing to develop campaigns to improve customer awareness, loyalty and brand image;
Unless otherwise specified – CX Talent Ltd are not working as a recruitment partner on these roles
Head of Customer Happiness and Innovation
NATURES Menu Ltd
About the job
Head of Customer Happiness & Innovation🐾
Our Head of Customer Happiness & Innovation is at the forefront of transforming our customer support and member experience, ensuring we deliver world-class service to our subscribers. This is a leadership role in our Direct to Consumer (D2C) team.
This is a permanent, full-time role in a hybrid working team. London based, with some travel to our Head Office in Norfolk.
The Role🐾
Reporting directly to the Chief Marketing Officer, you will be at the forefront of evolving our Customer Support team into a centre of excellence for subscriber experience. This role extends far beyond team management; it’s about championing our company’s mission to cultivate a genuinely customer-centric culture. By amplifying the voice of the customer throughout our organisation, spearheading customer insight initiatives, and delivering unparalleled customer support alongside an unmatched member experience, you will significantly influence subscriber lifetime value. Your role will be pivotal in reshaping our customer service, creating memorable and positive experiences for our customers and their pets.
In This Role, You Will:
- Develop and implement a strategic vision for the Customer Support function, aligning with company objectives to enhance member experience, retention, and satisfaction.
- Oversee all aspects of call centre operations, ensuring efficiency, effectiveness, and the highest quality of customer support.
- Lead the innovation in customer service practices, embedding cutting-edge technologies and processes, including AI tools, chatbots, and automation, to elevate our operations and enrich service delivery.
- Drive continuous improvement in customer support workflows and processes, pioneering new standards for excellence in customer service.
- Collaborate closely with the Head of Retention to launch initiatives aimed at improving subscriber retention, reducing churn, and increasing lifetime value.
- Champion the development and implementation of a robust performance metrics and reporting framework to meticulously track and report on the effectiveness of customer support and team performance.
- Mentor and develop a team of dedicated professionals, fostering a culture of excellence, accountability, and continuous improvement.
- Be the voice of the customer within the company, ensuring customer insights and feedback directly inform product development, service enhancements, and strategic decisions.
- Gather and present comprehensive customer insights, managing customer research, surveys, and an engaged customer panel for beta testing, product reviews, and advocacy.
Lead Service Designer
Nottingham
BOOTS
About the role
We’re looking for a Lead Service Designer to join our growing User Experience (UX) team at Boots. As a Lead Service Designer your role is essential to leading and creating a strategy around Service Design best practices.
You’ll be ready to introduce the concept of service design from stakeholder analysis to initial research, right through to design concepts. You’ll work closely to influence senior stakeholders from around the business as well as UX, Product, IT, Operations and Support to ensure successful communication of insights and final solutions.
If possible, please provide a portfolio or sample of work with your application where you have lead teams or larger strategic projects that involve multiple stakeholders and leadership.
About the role
Lead the conversation on improving services with cross-functional teams including Marketing, Store Operations, Pharmacy and Digital colleagues to help save costs and improve the experience for frontstage/backstage colleagues and our customers.
As a Lead you will also be responsible for working with our PR team to show the value of what Service Design can bring to an organization like Boots.
- Lead workshops and research activities to help evaluate and improve current services across Boots
- Work with senior stakeholders to create Service Design blueprints and where necessary help to create wireframes and prototypes that effectively communicate a vision to improve a service
- Sense-making by acting on customer insights from our Insights, UX Research, Data and Analytics teams to help feed into our conversations with SMEs
- Speak on behalf of your team to design and develop complex user flows, journey maps, and information architectures to guide the creation of improved user experiences for both front and backstage
- Lead the way for user-centered design principles and best practices throughout the product development lifecycle.
- Iterate on designs based on user feedback, stakeholder input, and usability findings.
- Be a pioneer by staying up-to-date with industry trends and emerging design technologies to continuously improve our design process and output.
Service Designer
London, Lytham St Annes, Durham, Glasgow
Smiley & Co Ltd
Job Type Full Time, Permanent
Location Durham (DH1 1SL) Lytham St Anne’s (FY8 4TS) Glasgow (G2 8JX) London (SW1P 3BT)
Salary £53,500 – £56,000
This role is based with organisations Design and Validation, as part of a growing Service Design team, and will work on a major transformation programme, as well as continuous improvements to their products and services. The Rainbow programme aims to deliver an improved multi-channel digital banking experience that supports their customers to complete the jobs theyre looking to do. The organisation is moving from a single partner model, to working with a range of external partners with responsibilities including digital experience, customer interaction management, and core banking. In this transformation, service design will be key to ensuring a coherent experience for customers, however they access their services.
The Role
This role will also have a key role in establishing service design as a capability within the organisation. The role will suit someone who is a multi-disciplinary self-starter who can translate the organisations customer research and data into the features, experiences and services which will realise the organisations objectives.
The Role Will
- Define how experiences and interactions flow and which services and actors underpin those journeys
- Codify the underlying flows of information and process across multiple systems, teams and service providers
- As part of the Service Design team, work with internal and external specialists in UX design, data, architecture, solution design, product management, and content to create and visualise a detailed understanding of their future customer offer
- Contribute to the development of a new Service Design capability
Community Engagement Review Service Designer
Darlington
Location
Birmingham, Bristol, Darlington, Leeds, London, Manchester, Wolverhampton
About The Job
Job summary
Here at the Department for Levelling Up, Housing and Communities (DLUHC), we work on things that make a real difference to people’s lives .
Whether it’s through the homes we live in, the work of our local councils, or the communities we’re all part of, our work is at the top of the political agenda. We have ambitious and far-reaching outcomes to achieve this year and, if you’re thinking of joining us, there’s never been a more exciting time.
Job Description
As a Community Engagement Review Service Designer you’ll:
- develop existing service blueprints and journey maps to provide direction for new and improved customer journeys and the underlying technology, processes and other support needed to deliver great customer experiences
- engage with internal and external stakeholders and partners in the development of designs, and work together to iterate them through the transformation period
- provide assurance for the design and research work delivered by external partners
- conduct research and analyse data within existing services
- support the Service Owner to build wider organisational understanding of service design, and embed user/service centered ways of working
Lead Service Designer
Leeds
As a Lead Service Designer at Netcompany you will deliver high profile digital products and services for some of the UK’s largest companies and Public Sector organisations.
You will work with market leading technologies and span user, technical and business operations to build solutions that meet user needs, deliver business impact and benefit society.
Key Responsibilities:
- Experience delivering in the UK public sector including working to GDS standards and passing Service Standard Assessments
- Build strong stakeholder relationships with clients and act as a key point of contact in delivery teams
- Understand user, business needs and requirements and the wider operational and organisation context
- Analyse user needs and business objectives in highly complex service areas
- Create design concepts, user experience designs and service blueprints that reimagine how services are delivered end-to-end
- Help to define vision and outcomes for products, services and programmes
- Lead on design workshops and design sprints with the team, senior stakeholders and users
- Rapidly design and test digital prototypes with users
Director of Implementation
London
UCLPartners
About the job
Our Implementation function delivers proven interventions across our strategic priority areas.
We have a new and exciting leadership role at UCLPartners leading implementation of healthcare innovations. You will work closely with our Chief Innovation Officer, partners, teams and to deliver impact to improve care for patient across our partnership.
You will lead highly skilled teams as you collectively support our partners and communities in health innovation implementation. You will lead and shape delivery through your collaborative leadership style, creativity, operational effectiveness and experience of innovation adoption in complex environments.
The role is an outstanding opportunity to have real impact on health and healthcare in supporting our partnership in transformational innovation adoption.
Director – Customer Value
London
ADOBE
From the moment you wake up in the morning until you go to bed at night consider the media you consume, the adverts you see, the apps you use, the websites you browse and almost all of the shopping you do online throughout the day. Chances are that every single one of those interactions, every single one of those experiences, was touched by an Adobe product.
We have a phenomenal opportunity for a Director of Customer Value!
We are seeking a Director of Customer Value to act as primary liaison for Customer leadership and partner with C-level executives within our largest, most strategic customers to guide them through their digital transformation journey with Adobe. This role, spanning from Sales to Post-Sales will ensure we help our customers achieve their digital transformation goals. This role will serve as the top-level authority supervising alignment and coordination across various work streams, encompassing our product teams for the delivery of sophisticated use cases.
Additionally, they will orchestrate collaboration and alignment initiatives with our internal account teams. The Director, Customer value role assumes responsibility for positioning the Customer for success, prioritizing the realization of business value from the Adobe stack.
What you will do:
- Establish C-level relationships during sales cycle to understand customer key business objective and critical metrics, and instill confidence in our ability to deliver on the expected business outcomes.
- Act as the focal point of contact and liaison post-sale between customer Executives and Adobe teams including Product teams, Legal, Engineering, Professional Services, Technical Support, Technical Account Management and Customer Success.
- Ensure a flawless transition of the customer requirements and business objectives from pre-sales motion to the post sales execution.
- Develop and deliver compelling, CxO-ready case presentations (return on investment, total cost of ownership, etc.) sought at driving value realisation discussions.
- Map out customers’ “as is” and “to be” business processes with the goal of identifying and prioritizing key use cases and business value drivers.
- Assisting customers in navigating internal organizational changes and implementing effective organisational change strategies.
- Build Customer advocacy for future marketing opportunities such as case studies and events.
What you’ll need to succeed:
- Influence on both customer stakeholders and internal Adobe counterparts, navigating challenging conversations that may emerge during the customer journey.
- Strong executive presence and presentation skills, comfortable collaborating with and speaking publicly to C-suite executives. Ability to understand and communicate path to business value through technology transformation.
- Self-starter comfortable initiating and leading programs within a fast-paced environment.
- Focus on results, and strategic approach with an ability to build the future through effective customer engagement.
- Collaborative and cross-functional approach is a must (particularly with Sales, Customer Engineering & Customer Success, and other key partners).
- Extensive confirmed experience in digital transformation, value consulting, value engineering and/or a background in sophisticated technology delivery/transformation programmes.
- Proven understanding of how Marketing, Engineering and Product teams’ function, particularly in the areas of Data Engineering, Personalization and Customer Insights.
Customer Propositions Director – Behaviour, Values, Rewards & Loyalty
London
MYGWORK
About the job
This inclusive employer is a member of myGwork – the largest global platform for the LGBTQ+ business community.
End Date
Thursday 18 April 2024
We support flexible working – click here for more information on flexible working options
Flexible Working Options
Hybrid Working
Job Description
We’re heavily investing in our propositions team, which will design how we show up in market, offer our best to customers, and deliver valuable experiences which people use, love, and want more of. This work is the purest expression of our purpose to make finance a force for good. And that’s why we need someone special. If you have a growth mindset and a passion for creating exceptional customer experiences, then this will be the perfect challenge for you to grow your career. Are you in? A background in rewards and loyalty, with a passion for behavioural economics and psychology is a great starting place!
At Lloyds, we ‘re big on working together – so we want someone who is open, collaborative, and has the maturity to understand your org chart is not the be all and end all. We’re after someone who has enough drive to make a difference, enough insight to influence, and enough smiles to bring people with them and have fun with their work. If you want to work with people that are diverse, driven, and different, then you might be who we’re looking for.
The Role
You will lead teams who design, deliver, and run customer propositions. Through agile management they connect internal and external teams to achieve customer proposition design ambitions. Your team will work closely with our product teams who lead on the supporting product propositions and our digital and distribution teams who lead on the customer experience. This role reports into the MD Customer Propositions and plays a crucial role in moving towards integrated, multi-product customer propositions.
Customer propositions are designed to strengthen and deepen our relationships and provide differentiated and additional value over and above our product value. We’re looking for a strong leader to combine, create and drive a customer view of value, rewards and benefits available to them, add new value, rewards and benefits relevant to our different customer segments, maximising shared customer value with existing partners and drive a whole of bank loyalty and rewards construct that covers financial services and non- financial services elements. Furthermore, you will focus on identifying and enabling short term goals and everyday challenges linked to our customer segments priorities. You will influence and use money insights at customer level to support and enable broader customer propositions. You are passionate about understanding customer deepest motivations and helping them, encourage and reward them for their wanted and needed financial behaviour.
Key Accountabilities
- Ownership of a dynamic proposition’s backlog which aims to solve for prioritised customer jobs to be done and solve for (unmet) needs
- Customer centric proposition design conscientious of experience, service, behavioural, visual and
- research design inputs solving for functional, social and emotional jobs
- Lead experiments to validate proposition hypotheses, providing fast learning, shaping design and enabling delivery at pace
- Influence, collaborate and lead on customer propositional delivery
- Scrum-of-scrum operating model connecting the roadmap and backlog of teams from across the bank to deliver the customer proposition objectives
- Frequent value-release to customers aligned to the customer proposition roadmap
- End-to-end accountability of customer propositional performance against objectives and key results which contribute to customer and commercial performance outcomes
- Enduring management of the proposition and its performance through maintenance, continuous
- optimisation and delivering enhancements as necessary
- Influence and drive the build of a propositional layer to enable customized design, pricing and construct of propositions (and products)
- Ensure group architecture strategy and data roadmap enables proposition’s activity and enables connectivity between propositions and customer profiles within and across different customer touchpoints
Customer Experience Strategy Director
London
Merkel / Dentsu
Company Description
About Merkle
Merkle is a leading data-driven, technology-enabled, global performance marketing agency that specialises in the delivery of unique, personalised customer experiences across platforms and devices. We call it ‘people-based’ marketing, and with over 25 years’ experience, we are proud to be recognised as a global leader.
Merkle’s heritage in data, technology and analytics is the foundation for our understanding of consumer insights that drives our people-based marketing strategies. Combined with our expertise in performance creative and media, we can then offer our clients content-driven, contextual and compelling customer experiences that drive business growth.
In 2016, the agency joined the Dentsu, one of the world’s biggest media companies to form the Customer Experience Management (CXM) Line of Business.
Job Description
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.
Qualifications
- Circa 10+ years’ experience in an agency, consultancy or a client-side essential
- Experience in customer journey planning – predominantly direct channels
- Experience presenting complex strategies, translating goals and insights into value propositions and connecting your strategy to achievable and coherent activation plans
- Experience using data to evaluate effectiveness of customer communications and in using these results to plan future campaigns, regarding audience, next best actions, content and timing frequencies.
- The ability to translate a great audience insight into a compelling creative brief and the experience to guide the team in finding the right concept to answer it
- Experience defining and understanding customer audiences based on behaviours, value, needs or socio demo criteria.
- Holistic understanding of how people interact across platforms and the cross-channel journey they make.
- Collaborate with important partners as a trusted advisor
- Enhance the Merkle strategic proposition with new perspectives, translating the ever-shifting sector needs into compelling narrative.
- Strong Presentation skills and an ability to bring out the “so what”.
Additional Information
Director Customer Service Operations
London
HCLTech
About the job
Director Customer Service Operations ( Life and Pension Domain) – 12 Months Fixed Term Contract
· Develop meaningful strategic approaches for all existing and new clients.
· Utilize strategic agility to identify and solve problems for specific client business or brand issues.
· Maintain and develop key client relationships.
· Implement strategic branding and practice-specific resources into team.
· Identify, execute and convert client business opportunities.
· Perform project based on client requirements and gain client confidence.
· Educate clients and influence to sell strategic and creative solutions.
· Conduct negotiations in mutual best interest of clients.
· Attain positive reviews from clients on quarterly client satisfaction survey (ACSAT)
· Initiate and execute client revenue producing engagements and attain targets.
· Assist project managers to direct complex large scale client engagements.
· Direct client strategic planning engagements.
Delivery Management
· Responsible direct line of sight to the end to end delivery requirements for the client – includes delivery of onshore and offshore operations
· Own the onshore operations for their respective client area viz. contact centre, client finance area, actuarial and IQA etc.
· People Management for onshore and indirect management for offshore e.g. morale, motivations, incentives etc.
· Deliver on the continuous improvement and transformation programme Year on Year basis the goals set by the business annually/3year/5 year plan
· Develop and build expertise on the life Insurance and pension domain developing a vision for the future on service and propositions for the business
· Lead and motivate the development and delivery of the business modernization of the Product and Technology estate.
Revenue and Profit Management
· Develop win-win solutions for clients and grow the size of the relationship with the concerned client
· Identify new emerging needs of our clients and solution new product and services for the client area
· Monitor and manage account profitability above margin targets.
· Plan and implement on the cost optimization programme to deliver on the cost agenda
· Develop and attain accurate quarterly and annual revenue forecasts for every account.
· Present weekly/monthly/quarterly/annual performance report.
Qualifications and Education Requirements
Minimum 15 years of client relationship management , delivery management with experience in delivering on transformation agenda for Insurance / FS companies. Management experience at Director level delivering key change impacting shareholder value defined in terms of strategic impact, high risk, complexity and financial size
Skills/Knowledge/Experience
- Ultimately responsible for the guidance and development of team so it is essential one is a great communicator, able to inspire your team and spot potential. People management skills are a must!
- Proven track record in growing accounts, winning new business/pitches. You must have great campaign and sector knowledge from experiential to digital, financial services.
- Strategic ability and insight of clients must be second to none. Client is main business and you must know everything about them inside and out to enable you to solve the issue at hand and increase your client’s revenue
- People management is key
- Able to understand and measure the impact of strategies and activities on the business
- Build and maintain deep internal and external/sector-wide relationships
- Develop winning strategies and plans to achieve required goals
- Understands the broader context and operates with a global mindset
- Expertise in the concepts, principles and practices of delivering client and company strategic programs
- Self motivator with the ability to work with much ambiguity
- Ability to lead and motivate new teams quickly and effectively
- Mentally agile and decisive – good numerical understanding and sound commercial judgment
- Able communicator. Persuasive and articulate, able to influence and negotiate at senior / exec level
- Understands the risks faced by the organization and the controls in place to manage and mitigate risks
This role is a 12 Months Fixed Term Contract.
VP Strategic Customer Service Optimisation
London
PAYSAFE
About the job
Paysafe Limited (“Paysafe”) (NYSE: PSFE) (PSFE.WS) is a leading payments platform with an extensive track record of serving merchants and consumers in the global entertainment sectors. Its core purpose is to enable businesses and consumers to connect and transact seamlessly through industry-leading capabilities in payment processing, digital wallet, and online cash solutions. With over 20 years of online payment experience, an annualized transactional volume of $140 billion in 2023, and approximately 3,200 employees located in 12+ countries, Paysafe connects businesses and consumers across 260 payment types in over 40 currencies around the world. Delivered through an integrated platform, Paysafe solutions are geared toward mobile-initiated transactions, real-time analytics and the convergence between brick-and-mortar and online payments. Further information is available at www.paysafe.com.
Further information is available at www.paysafe.com .
The VP strategic Customer Service Optimization is responsible for developing and executing the customer service strategy and vision across multiple product lines and locations. The VP Customer Service will lead and transform the customer service teams to deliver exceptional customer experiences, drive operational excellence and efficiency, and foster a culture of continuous improvement and innovation.
Responsibilities
- Define and implement the customer service strategy and roadmap that aligns with the company’s goals and values, based on Paysafe’s corporate, product and COO strategy while always putting the customer first.
- Create consistent, efficient and customer focussed customer service capabilities across all product lines and locations.
- Oversee and optimize the performance and development of the customer service teams, ensuring that they meet or exceed the quality, efficiency, and customer satisfaction metrics.
- Establish and maintain strong relationships with internal and external stakeholders, including product, engineering, sales, marketing, and senior leadership.
- Identify and leverage best practices, tools, and technologies to optimize the customer service processes and systems.
- Drive cross functional process optimization, innovation and transformation initiatives to enhance the customer service capabilities and competencies and reduce manual efforts.
- Develop and manage the customer service budget and resources, ensuring that they are allocated and utilized effectively and efficiently.
- Ensure compliance with all relevant policies, regulations, and standards.
Customer Experience Director
Manchester
BE.EV
About the job
We are a public electric vehicle (EV) charging provider, with a vision to create a fair, futureproof infrastructure legacy that will sustainably accelerate the UK’s EV revolution across the country.
We operate a national network of close to 300 live chargers with an additional 1,000+ in the current pipeline. We are backed by £110million from Octopus Energy Generation, one of Europe’s largest renewable energy investors, and are powered by 100% deep green energy.
We have a uniquely community-led and customer-first approach to creating and managing high-usage, design-led and fully funded-EV charging solutions that add value to your organisation or site. Extra revenue, additional footfall, and competitor differentiation to name but a few! Not only do we design, fund, build and operate our site partners’ charging solutions, but we provide ongoing maintenance and support to evolve and futureproof the solution over time.
We pride ourselves on putting the right chargers in the right places (leveraging state-of-the-art tech to assist with site selection), and in the success of our modular Charging Hub and Charging Green offerings. But most importantly we make sure the chargers work – our network currently has a 99.6% uptime/ availability record.
Our employee owned business is built on commitment, trust and brilliant customer service. We love working with local people and are passionate about making a positive contribution to the communities we serve.
Job Profile
We are seeking an innovative and passionate Director of Customer Experience to lead our efforts in delivering unparalleled service and experiences to our customers. This role demands a leader who obsesses over every aspect of the customer journey, from the moment they consider using our charging stations to the ongoing support they receive. The Director of Customer Experience will be responsible for implementing and optimising a comprehensive customer experience strategy that aligns with our company’s values and business objectives. You will work closely with all departments to ensure our internal operations are structured to anticipate, meet, and exceed customer expectations.
We will need to combine attention to detail with a “can do” attitude to support the sales and operations team to deliver Be.EV’s targets. If you are a people person who loves the rewarding challenge of building a brand that does ‘good’ for people and the planet, Be.EV wants to hear from you.
Job Responsibilities
- Develop and execute a customer experience vision and strategy that encompasses all customer touchpoints and interactions, from site selection to construction, and from first use to ongoing support.
- Lead cross-functional initiatives to embed a customer-first culture throughout the organisation, ensuring that every decision and action considers its impact on the customer experience.
- Collaborate with the site selection, construction, marketing, operations, and support teams to create seamless and delightful customer journeys.
- Establish and monitor key customer experience metrics, using data to drive improvements and innovate our service offerings.
- Foster strong relationships with local communities, ensuring that our site development practices are sensitive to community needs and contribute positively to the area.
- Design and implement feedback mechanisms to gather insights from customers and frontline employees, using this information to inform strategy and operations.
- Lead the customer support team to provide exceptional service, resolving issues efficiently and turning challenges into opportunities to impress our customers.
- Work with the product and technology teams to enhance the digital experience, making it easier for customers to access and use our charging network.
- Drive internal alignment on customer experience priorities, ensuring resources and efforts are focused on maximizing customer satisfaction and loyalty.
Customer Operations Director
Remote
KODY
Kody is a fast-growing Fintech specialising in bringing online payments and better financial services to brick and mortar businesses.
Position Overview
We are seeking a detail-oriented and proactive Client Operations Director to join our dynamic Operations team. The ideal candidate will be responsible for ensuring smooth operations and exceptional customer service for our clients. This role requires a combination of analytical skills, communication abilities, and a dedication to providing top-notch support to our valued clients.
Requirements
- Client Support: Serve as the primary point of contact for client inquiries, providing timely and accurate responses.
- Issue Resolution: Investigate and resolve client issues, escalating complex matters to the appropriate team members when necessary and ensuring prompt resolution.
- Onboarding Assistance: Assist clients with the onboarding process, guiding them through the setup and implementation of our payment solutions, and addressing any technical or operational challenges.
- Training and Education: Conduct training sessions and provide educational resources to clients to ensure they fully understand our products and services, empowering them to utilise our platform effectively.
- Documentation and Reporting: Maintain a comprehensive record of client interactions, including inquiries, resolutions and feedback. Generate reports on client activity and trends to inform decision-making and improve processes.
- Relationship Management: Cultivate strong relationships with clients, understanding their unique needs and preferences, and proactively identifying opportunities to enhance their experience with our company.
- Process Improvement: Collaborate with cross-functional teams to identify areas for operational improvement and implement solutions to streamline processes and enhance efficiency.
- Compliance and Risk Management: Ensure compliance with regulatory requirements and internal policies, mitigating risk by adhering to established procedures and protocols
Loyalty Manager
London
AS Watson
Who We Are
You may not have heard of us, but you’ll know our brands! AS Watson is the world’s largest international health and beauty retailer with over 16,000 stores in 27 markets. Each year, over 5.3 billion customers and members shop with our well-known retail brands, both online and offline, including the likes of Superdrug, Kruidvat, Watson’s, Marionnaud, The Perfume Shop, and many more.
The loyalty proposition team are responsible for co-creating loyalty and customer propositions across our European Health & Beauty brands, ensuring they’re healthy, meeting the needs of our customers and fit for the future.
As the loyalty proposition manager, you will work closely with the loyalty team including, Operations and Insight as well as a wider network of IT, Technology and Marketing teams across Europe. Focusing on win-win partnerships that enable you to build and deliver compelling propositions for our customers. It’s an exciting time to join AS Watson as we help our brands truly understand their customers by taking a more holistic approach to loyalty and extending the focus beyond CRM.
A Typical Day In This Role Includes
- Using your passion for loyalty and customers to keep up to date with the latest loyalty and customer trends.
- Scoping, developing and evolving customer propositions across our brands that drive great customer engagement, loyalty, and business value.
- Helping to develop programme health checks to assess effectiveness of existing programmes, providing recommendations to help drive the loyalty KPIs.
- Project managing the end-to-end development and execution of recommended propositions, working cross functionally to ensure brilliant execution.
- Building trusted relationships with key stakeholders to keep them up to date and engaged on the roadmap, whilst managing risks and resolving issues as they arise.
Customer Experience Insights Manager
Chertsey
BLUE SQUARE
As our Customer Experience Insights Manager you will generate key insights from a variety of data sources to help Samsung identify opportunities to improve their Customer Experience (CX) Performance and aid in the execution of their insights led strategy.
You’ll be responsible for leading the development and execution of insights-driven strategies, improving the customer experience and customer service operations at Samsung UK.
You will work closely with cross-functional teams to establish an insights led culture focused on gathering, analysing, and interpreting customer data to identify continuous improvement opportunities post-sale.
The CX team’s goal is to engage and retain customers through their product life span, retaining customer loyalty.
WHAT YOU’LL BE UP TO
INSIGHT & DATA ANALYSIS
Proactively delve into data to generate insights to drive customer journey improvements as well as business performance
Build a data infrastructure that combines multiple sources into a single insights pool that can be utilised by the CX division and the wider Samsung UK business
Engage various audiences by telling data stories that engage and inspire
REPORTING & RESEARCH
Establish reporting and dashboards to ensure that the journey and operational teams have live access to tracking performance and monitor the impact of changes and improvements implemented
Analyse qualitative data and extract valuable insights e.g. verbatims, research studies
INNOVATION
Leading the development and execution of insights-driven strategies that improve the customer experience and customer service operations at Samsung UK.
Generate key insights from a variety of data sources to identify opportunities to improve Customer Experience (CX) Performance
STAKEHOLDER MANAGEMENT
Support internal and external teams and agencies with insights generation, analysis, reporting
Build relationships with operational, subsidiary and HQ teams to generate the right commercial outcomes.
CUSTOMER EXPERIENCE JOURNEY ANALYSIS
Covering all aspects of CX engagement with customers across the end-to-end customer journey
Using data to effectively map and understand consumer experiences and journeys to support strategy development and improvement
ARE YOU OUR PERFECT PARTNER?
- You’re an experienced analyst who us analytical & detail orientated, passionate about understanding and finding meaning through insights
- You’ll be an expert in turning insights into strategic action with a proven track record in driving business growth.
- You’ll have experience knitting together clear and cohesive propositions that are powerful, simple, and effective with focus on clarity of communication
- You’re experienced in storytelling and PowerPoint magic to bring things to life.
- You’ll be passionate about data and consumer journeys
- You’ll be an excellent communicator at all levels
- You’re experienced in challenging, through questioning, prioritisation and planning
WHAT YOU CAN EXPECT FROM US
- Competitive Salary: £48,000 – £52,000 Per Annum
- Performance Bonus: 15%
- Company Car Allowance
- Company Sick Pay
- Samsung Discounts
- Life Assurance: 4 times your annual salary
- Perkbox (Rewards Portal)
- Development Opportunities– our teams have historically moved into all manner of other jobs!
Global Customer Experience Training Manager
London
LOVEHOLIDAYS
At loveholidays, we’re on a mission to open the world to everyone, giving our customers’ unlimited choice, unmatched ease and unmissable value for their next getaway. Our team is the driving force behind our role as our customers’ personal holiday expert – The smart way to get away.
The impact you’ll have
Reporting to the Director of Customer Experience Operations, and working closely with the Head of Talent Management, Learning & DEI, the Customer Experience Global Training & Engagement Manager will lead training, development and engagement across our CX teams – both in house in the UK and Germany (including a small team of Trainers and Knowledge Leaders) and outsourced teams in India and South Africa.
As we continue to drive automation of simple tasks and increase our self-serve offerings, the job of the agent is becoming increasingly complex. This complexity is further driven by our position in the centre of a two-sided travel marketplace, offering unlimited choice of flight and accommodation options from multiple suppliers, using different platforms and portals for each.
To continually improve agent performance and confidence, it’s important that our customer-facing teams always have up to date knowledge, that we refresh that knowledge and tap into it to refine the customer service experience.
If we don’t look after our people, we can’t look after our customers! Engagement has always been an important focus for CX at loveholidays and as we continue to expand in the UK and into new geographies, bringing on new partner organisations as we go, we’ll need to up the ante here to ensure we’re doing everything to keep our people motivated and ready to deliver great customer service.
Your day-to-day:
- Working with the in house and outsource teams to understand opportunities for enhancing skills and knowledge
- Working with the Heads of Customer Service and Customer Operations to deliver targeted, scheduled, and structured training to the CX teams
- Measuring impact and contribution to delivering our CX KPIs including customer satisfaction (CSAT) and employee engagement
- Understanding drivers of engagement and working collaboratively through all levels of the organisation to deploy tactical and strategic engagement initiatives
- Ensuring smooth delivery of changes from across the business where CX is impacted
- Building feedback loops and continuously working to improve processes, products, platform agents training etc. based on customers and agents’ feedback
- Working with the QA Team to continually enhance the training offering to ensure new starters reach competence in ever shorter timescales
- Working closely with the Head of Talent Management, Learning & DEI to ensure alignment and cascade between any loveholidays-wide training and engagement initiatives and those within CX
- Line management responsibility for the Training Executive and Knowledge Leader
- Occasional international travel to our partner and international teams in South Africa, India and Germany with more locations to come!
Your skillset:
Executive Director of Customer Experience – Repairs
Salford
With tenants at the heart of all we do at ForHousing, we aim to develop an excellent reputation for affordable, quality, well maintained homes in each of the 24,000 homes we own or manage across the North West. We are passionate about creating safe, well-maintained homes and delivering customer focused, equitable and efficient services – as well as being a great place to work where our colleagues can thrive.
Our vision is to positively impact the lives of our social housing tenants, with everything we do having this at its core. Our 2023-28 Strategy was developed having consulted with and listened to our tenants, colleagues, partners and stakeholders to identify what matters to them.
This is a newly created opportunity for an exceptional customer experience professional to join us and play a key role in delivering our promises, ensuring that we provide safe, well-maintained homes and consistently deliver an exceptional and customer focused repairs service. We have made many positive changes recently and this new role, which reports to the Deputy Chief Executive, will be a key member of our customer focused Executive Management Team.
We are particularly keen to attract candidates with an outstanding track record of transforming performance and satisfaction at every stage of the customer journey. Housing sector knowledge is not essential, although insight into a similarly regulated industry would be beneficial. As a strategic leader who has delivered high-performing services, you will have thrived in a values-driven culture such as ours where your partnering, influencing and commercial skills have had a sustainable impact. Our repairs service is provided by an external partner, so experience of managing a comparable contract would be helpful although not essential.
We pride ourselves on creating an inclusive organisation and we particularly welcome applications from candidates who are currently under-represented in strategic leadership roles in our sector, including women, people from ethnic minorities within the UK, LGBT+ people, disabled people and people with personal experience of living in social housing.
Director of Customer Experience
Leeds
Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!
What you will be doing
Alliance Healthcare
Alliance Healthcare is a leading international provider of pharmaceutical wholesaling, logistics, support with clinical trials, and other innovative healthcare services and solutions to independent pharmacists and pharmaceutical manufacturers across Europe and beyond. Alliance Healthcare is part of Fortune 11 company Cencora, united in our responsibility to create healthier futures.
We have an essential role in the medical supply chain, and everything we do as a company will ultimately impact the end user, the patient. Our responsibility is to offer a reliable service, ensuring our customers receive the right product at the right place and time.
Job Purpose
The Director of Customer Experience is responsible for overseeing and enhancing the overall customer experience of Alliance Healthcare UK. They lead the Customer Service interface and develop strategies to improve customer satisfaction, loyalty, and retention. Their focus is on understanding customer needs and expectations, identifying pain points in the customer journey, and implementing solutions to address them. They gather data using market research methodology and collaborate with cross-functional teams to ensure a consistent and seamless customer experience across all touchpoints.
In essence, the Director of Customer Experience plays a crucial role in shaping the company’s reputation by making sure customers’ experiences are not just satisfactory but exceptional. Their ultimate goal is to foster strong and trusting relationships between the company and its customers which in turn drives business growth and success.
This position is available on a hybrid working basis, with significant UK based travel expected.
Principal Accountabilities
- Understand customer sentiment, identify pain points, and evaluate the impact of innovation on the customer experience: Conduct or commission the collection of qualitative and quantitative data directly from customers, or from other sources such as the internet or social media. Commence longitudinal research to build ongoing insights into customer sentiment and behaviour over time, and targeted research to assess how new innovations or changes in products, services and processes impact customer satisfaction and loyalty.
- Enable customer sentiment to be understood and define an improvement strategy: Lead the definition of key performance indicators (KPIs) related to customer satisfaction, customer loyalty and advocacy that provide sufficient granularity to enable action. Regularly report on these metrics to provide insights into how well the company is meeting its customer experience objectives. Define an improvement strategy and targets.
- Deliver excellence in our customer interface whilst taking steps to reduce demand for reactive contact: Lead the Customer Services Team and ensure high levels of customer satisfaction and the expert management of contact. Prioritise action and innovation that eliminates the reasons that customers make contact and/or which offer more efficient pathways for customers to obtain support. At all times deliver within frameworks that measure outcomes and track value.
- Collaborate with other departments in the production of a seamless customer journey and to ensure service changes and service innovation have the greatest impact: Enable stakeholder teams to align their plans to customer experience objectives and support the targeting and prioritisation of initiatives including the assessment of customer sentiment towards proposed innovation.
Head of Customer
High Wycombe
THE PERFUME SHOP
HEAD OF CUSTOMER | FTC 9-12 MONTHS | HIGH WYCOMBE
We’re looking for An incredible Head of Customer join our Customer team on a fixed term contract, you’ll lead teams across CRM, Customer Service, Data & Insight, Brand and Social, and play a key role in delivering the customer strategy at The Perfume Shop.
You’ll be a true leader, bringing your experience in in delivering a fantastic customer reward strategy and loyalty scheme, as well as your ability to nurture and coach the team, to deliver a best-in-class customer experience and make sure we are truly customer obsessed!
What You’ll Do
- Manage our customer loyalty programme, creating exciting benefits to enhance customer retention and drive repeat business. As well as leading cross channel implementation of lifecycle activities.
- Conduct market research to identify trends, consumer preferences and analyse the competitive landscape, you’ll use these insights to inform business strategy and make sure all decisions are data driven.
- Support development and implementation of new business brand guidelines, making sure we maintain a strong and cohesive brand identity across all marketing channels.
- Continue to build our brand across social media, including implementation of TikTok Shop trial. We’ll continue to push boundaries with media strategy to make sure we are always in the right channels at the right time, whist maximising our reach and engagement.
- Be an ambassador and customer champion, encouraging two-way conversations to build our brand and collect more customer feedback. You’ll make sure we are delivering the best customer experience at every touch point.
Head of UX
Whiteley
About the job
NATS is the UK’s leading air navigation service provider, handling over 2 million flights each year. It provides air traffic control services from two control centres supporting airports all around the UK, as well as a wide range of commercial solutions to over 30 countries internationally. Our people are at the heart of our purpose to advance aviation and keep the skies safe.
What will you be doing:
We are looking for an experienced User Experience (UX) professional to lead on all User Experience work for our Enterprise Resource Planning (ERP) project whilst working with peers and stakeholders to develop our UX capability.
Your day to day will have a mix of delivering in the ERP project and working with peers in the Human Factors & Wellbeing team in delivering early prototyping capability and UX advice across multiple other projects. You will also engage stakeholders across the business to develop our UX offering and business.
Reporting directly to the Director of Human Factors and Wellbeing you will have the opportunity to participate in wider strategic work across the team.
What we’re looking for:
Our ideal candidate will be an experienced UX professional looking for a mix of technical work, business development, and leadership. If you have some skills in your leadership bag and are looking to progress your career, we would love to hear from you. We believe the UX service at
NATS can grow significantly over time and you will have the opportunity to shape this. We welcome applications from candidates with a proven track record of delivering great quality technical work and successfully engaging peers and stakeholders to build demand for UX services.
Head of Customer Experience
Borehamwood
Medik8 is a global skincare brand dedicated to developing high-quality, results-driven products that empower individuals to feel confident in their skin. With a commitment to innovation, sustainability, and customer satisfaction, we are seeking a dynamic and experienced professional to join our team as the Head of Customer Experience.
Reporting into the Chief Customer Experience Officer, this role defines the vision and blueprint for what a Medik8 Experience is globally through the end-to-end touch points of our customer experience, from the first interaction with our brand, whether via our website or clinics, through to ordering, delivery, post-purchase and customer service interactions.
This is an individual contributor role that will set the strategy and passionately drive the agenda, leading and orchestrating regional and cross-functional project teams to deliver consumer-facing impact for enhanced customer satisfaction, NPS, and category-leading retention.
Collaborating and liaising with marketing, digital, e-commerce, quality, logistics, and customer service teams to lead the delivery of best-in-class CX at every live touchpoint. Acting as the eyes, ears and voice of the consumer to bring consumer-centricity to the fore.
Responsibilities:
- Develop and define the global CX strategy for unparalleled customer experiences, leveraging Medik8 expertise to deliver above and beyond the consumers’ needs.
- Identify and lead the development and implementation of a company-wide strategic roadmap of initiatives, which fosters brand loyalty and referrals.
- Provide the tools, frameworks, and capability-build materials (e.g. SOPs, training, guidelines, toolkits) to guide our regional operational teams in meeting that strategy and CX vision.
- Define the success framework for Customer Experience & ensure it is embedded across functional objectives & KPIs. Set Customer Service standards of excellence and KPIs. Lead the ongoing management, measurement, and tracking of KPIs to ensure that customers in every market receive Medik8’s best-in-class service.
- Works with the Data team to leverage our CS platform (Gorgias) as a rich source of business intelligence and customer insight. Reporting back on first-party customer performance metrics (Trust Pilot, CSAT, NPS, Reviews) and trends to spot risks and opportunities for service improvements.
- Keep abreast of category and CX trends and emerging technologies, bringing ideas and innovation to our CX. Continuously striving and inspiring the wider teams with ways to improve.
- Be the voice of the customer in every meeting and lead on bringing customer insights to the fore, working with Data, Social, DTC, and CC teams and tools to extract and share VOC insights that fuel CX.
- Lead, galvanise, and inspire the organisation and our external distributor partners, on what it means to deliver superior customer experience, building a culture of customer obsession across the organisation.
- Work closely with R&D, Brand and Education to ensure that our Community receives the best skincare advice for their concerns. Leveraging 1:1 customer interactions to drive regime depth and breadth.
- Sets the global standards for our DTC delivery proposition via seamless ordering, delivery, and returns processes, ensuring the highest level and standardised interactions across all departments and all regions.
- Work with our Social & CRM teams to define and lead our Community management standards and growth strategies fostering and rewarding our loyal community. Engaging with consumers on social media as needed.
- Sets the standards for the most effective way to handle complaints and interactions, with the primary objective of resolving them with the highest possible customer satisfaction, driving reviews and NPS. Supporting regional Customer Service teams as part of the escalation process.
Head of Customer Excellence and Service Delivery
Cambridge
We are excited to appoint our first Head of Customer Excellence and Service Delivery. This pivotal role will implement and embed a coordinated customer service experience strategy for the University’s finance function. We are seeking a visionary leader who is passionate about building exceptional customer experiences and driving operational excellence throughout the organisation.
Reporting to the Director of Finance, you will be the ongoing champion, catalyst and primary owner of our service delivery proposition and customer account management framework.
Be part of our journey, through our transformation programme, to redefine excellence in customer service.
The Role
- Develop the strategic vision and roadmap for our customer service operations
- Develop and embed the customer centric culture into processes and engagement
- Negotiate and agree a proportionate service level agreement framework
- Track and monitor delivery of quantitative and qualitative performance KPIs
Your Skills
- Demonstrable service delivery experience in large complex organisations
- Experience in developing and delivering digitally enabled customer transformations
- Experience building sustainable customer relationships
- Excellent communication and interpersonal skills with the ability to build relationships and collaborate effectively across all levels of the organisation
- Experience of change management
Head of Customer Support
London
Bits is a fast-growing fintech startup dedicated to promoting financial inclusion and helping individuals build credit. With our innovative approach, we have quickly grown to support over 300,000 customers across the UK.
We are seeking a highly motivated and experienced Head of Customer Support to join our team. In this role, you will be responsible for leading and overseeing our customer support operations. You will play a critical role in ensuring the delivery of exceptional customer service and support, and driving customer satisfaction and loyalty.
Responsibilities:
- Manage and lead a team of customer support associates
- Develop and implement customer support strategies, policies, and procedures
- Monitor and analyze customer support metrics and drive improvements
- Collaborate with cross-functional teams to address customer needs and concerns
- Handle escalations and resolve complex customer issues
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 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
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.
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
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
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.
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.
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