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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 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.
To apply please send your CV to contact@cxtalent.co.uk
Unless otherwise specified – CX Talent Ltd are not working as a recruitment partner on these roles
Chief Digital Officer
CSC Generation Holdings family of brands is an Altos Ventures backed technology company that is saving retail by acquiring store and catalog-based retailers, and transforming them into high performing, “digital first” brands. In just seven years, we’ve acquired and turned around brands including: Sur La Table, Direct Buy, One Kings Lane, Touch of Modern, and Cherryman saving thousands of jobs.
The Chief Digital Officer (CDO) will be a strategic leader responsible for spearheading and overseeing the company’s digital business. The ideal candidate will have a proven track record of leveraging technology to enhance business operations, improve customer experiences, and drive revenue growth. This role requires a visionary, out of the box thinker with the ability to balance innovation, data-driven decision-making, and operational excellence.
This position will report into the CEO.
What you get to do every day:
- Digital Strategy & Growth:
- Develop and implement strategic plans that meet the Company’s aspirations and financial goals.
- Identify and evaluate digital opportunities that drive competitive advantage and enhance customer value.
- Collaborate with executive leadership to ensure digital initiatives align with organizational goals.
- Oversee the company’s paid acquisition marketing efforts and expand the program efficiently and with a focus on data driven growth.
- Create and execute on strategies that further enhance the omnichannel business and foster the blur the lines between digital and brick & mortar.
- Leadership:
- Drive the company to achieve and surpass sales, profitability, cash flow, and business goals and objectives.
- Provide inspirational leadership and direction and ensure the continued development and management of a high performing team.
- Bring an entrepreneurial mindset to the role, exploring innovative digital strategies, taking calculated risks, and driving transformative change within the company.
- Product & Technology:
- Define enterprise roadmap for developing products and features that enhance the customer experience and drive conversion and profitability.
- Evaluate and implement digital tools and platforms to streamline operations and enhance efficiency.
- Customer Experience Enhancement:
- Champion customer-centric digital experiences across all touchpoints.
- Implement strategies to enhance the overall customer journey through digital channels.
- Data-Driven Decision Making:
- Leverage data analytics and insights to inform decision-making processes.
- Implement data-driven strategies for marketing, sales, and operational effectiveness.
Director Customer Operations
London
StoryTerrace, the leading memoir creation platform, is looking for an experienced Customer & Editorial Operations Director to grow project delivery in line with sales, delight clients and drive efficiencies. The Director will manage the largest team in the company (15 people and 500 freelancers), report to the CEO and be a member of the senior management team.
👋 About Us
55% of people would like to write their biography. However, less than 2% get the job done! StoryTerrace is creating a world where every life story is captured in a meaningful way by turning life stories into books using its proprietary software platform, generative AI and a pool of over 500 vetted freelancers in Europe and North America. The publishing-tech scale-up is the market leader in this rapidly evolving category. StoryTerrace is headquartered in London and has ±30 employees across the UK and the US. The company has created 1000s of books and has an outstanding rating on Trustpilot (4.5) and Google (4.8).
🔥 Key Responsibilities
- Set the department strategy to scale the creation of incredible books in line with expected demand for existing and new products
- Inspire our talented team working across the US and Europe and build a fun, high performing culture of accountability, collaboration, innovation, efficiency, and personal growth
- Manage an organisation of 15 employees (including 4 direct reports), 500 freelance contributors and printers to support clients to turn their life story into books
- Optimise processes from client onboarding to delivery and everything in between including upselling
- Support product, marketing and sales to drive customer insights and lifetime value
Head of Customer Experience
London
Given our exciting and progressive growth plans, we are looking for an exceptional Head of Customer Experience to come and join our global business.
Reporting directly into the VP of Customer Experience, and working collaboratively with Commercial and Product teams, you will be accountable for delivering an amazing customer experience for our partners at Fresha.
This is a great opportunity for someone looking to work in a fast-paced and changing environment, who likes to work autonomously, enjoys a challenge and wants to make an impact.
To foster a collaborative environment that thrives on face-to-face interactions and teamwork, all Fresha employees work from the office four days per week, with the flexibility to work remotely one day each week. London office address: WeWork, 10 York Road, London
What you will be doing
- Leadership – Lead and manage the customer experience team in London across omnichannel contacts, escalations, social media
- Performance – Managing and improving the performance of the CX team across core KPIs incl. CSAT, Quality and Productivity
- Service Levels – Improving service levels (SLAs), response times and resolution rates across all support channels
- Strategic initiatives – Developing and implementing customer experience strategies and initiatives to enhance customer satisfaction and retention
- Collaboration – Working cross-functionally with product, engineering, and commercial teams to address customer feedback and enhance the platform’s user experience
- Efficiency – Implementing tools and technologies to streamline customer support processes and improve efficiency
- Innovation – Staying ahead of trends in customer experience and identifying how they could be implemented in Fresha to further improve customer experience
Customer Experience Director
Exeter
The Customer Experience (CX) Director at AllPoints Fibre (APFN) champions the CX of our Customers across all of APFN. This is a exciting new role joining our brilliant commercial team, a unique opportunity to influence and drive higher customer satisfaction, NPS, retention and new business growth for AllPoints Fibre.
What You Will Be Doing
As CX Director, you will be responsible for delivering a seamless customer experience across all stages in customer journey. We are looking for someone who will be able to drive greater customer satisfaction initiatives, setting the standards on the level of customer care delivered and promoting this as a foundation of how we serve our customers across all markets.
You will be continuously reviewing each product and service offering, considering each part of the customer journey and determine where we can excel and areas where we can influence increased efficiency and profitability.
About You
As the person in-charge of the overall customer experience our CX Director needs to be able to foresee market changes, take a dynamic approach to customer expectations and create strategies to guide the company to live up to those expectations. You will be a natural influencer, able nurture internal and external relationships with ease, ensuring a common end goal is always in mind. In this role you will need to interpret and leverage data to identify potential concerns and respective resolutions, a data driven mindset and an aptitude for technology will be essential to ensure success in today’s CX landscape.
Head of UX Design – Streaming Subscription
London - Osterley
SKY
The role
The Head of Product Design is responsible for leading the product design team and developing innovative designs that meet customer needs. The Head of Product Design will be in charge of managing the entire product design process, from concept to launch. This includes researching user needs, creating prototypes, conducting usability testing, and overseeing production. The ideal candidate should have a strong understanding of user experience principles and an eye for detail.
What you’ll do:
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- Leads the product design team by setting goals and providing guidance on projects.
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- Researches customer needs through surveys, interviews, focus groups, etc.
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- Creates wire frames and prototypes to test concepts with users.
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- Conducts usability testing to ensure products are intuitive and easy-to-use.
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- Oversees production processes to ensure quality standards are met.
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- Collaborates with other departments (marketing, engineering) to ensure successful launches.
What you’ll bring:
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- Proven track record in designing successful products.
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- Excellent communication skills both written and verbal.
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- Ability to work independently as well as collaboratively within a team.
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- Strong problem solving skills.
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- Knowledgeable in UX/UI principles.
Digital Experience Lead
London
GOSH is a leading research children’s hospital with ambitions to be a world-leading provider of paediatric care, training, and education. Digital transformation is at the heart of the Trust’s Above and Beyond strategy, so this is a pivotal time to join the team.
This is an exciting and multi-faceted role within the Hospital’s External Communications Team to shape and lead significant digital transformation. The role will be responsible for driving and overseeing a digital transformation strategy which ensures platforms, tech, digital journeys, and content are best in class.
GOSH is a leading research children’s hospital with ambitions to be a world-leading provider of paediatric care, training, and education. Digital transformation is at the heart of the Trust’s Above and Beyond strategy, so this is a pivotal time to join the team.
This is an exciting and multi-faceted role within the Hospital’s External Communications Team to shape and lead significant digital transformation. The role will be responsible for driving and overseeing a digital transformation strategy which ensures platforms, tech, digital journeys, and content are best in class.
The jobholder will be the senior lead across the trust, leading digital strategy, including the creation and implementation of a digital roadmap and building a business case for strategic investment in digital transformation and establishing a fit for purpose Digital Budget for both BAU and transformation. Leading, and growing a small team, they will also supply consultancy and support across the trust, and improve performance across all digital channels, overseeing, integrating all GOSH activity across digital touch points across email, web and social channels and be the lead consult within Communications to upskill the team on digital best practice
Customer Experience Programme Manager
Remote
Our team sits at the heart of Microsoft’s AI & HPC business – shaping and delivering the next generation of supercomputing. As a Technical Program Manager II, you will help develop, operate, and maintain services supporting the evolving needs of one of our largest and most significant customers. As a Program manager you will be orchestrating a portfolio of projects including the information management of service mangement documentation, including, design and architecture, service continuity and administration guides.
This role will allow you to develop your program management and technical skills. You will have the opportunity to impact both Microsoft’s strategy and the world-wide mission of one of the largest and most forward-leaning customers. The customer’s scenarios will be lighthouses for their markets and present an opportunity for Azure and Microsoft to learn and grow, create transformative technology offerings, and advance competitive advantages.
Our team values collaboration, craftsmanship, and continuous learning. As a member of the team, you will be able to shape and grow a positive and productive engineering culture.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Responsibilities
- Identify potential customer needs and develops innovative plans and processes to efficiently execute customer solutions and projects.
- Collaboratively synthesizes varied customer feedback to extrapolate improvements for more efficient acceleration of service delivery.
- Collaborates with multiple cross-functional teams of architects, engineers, and support to relay customer goals, evaluate suggested actionable solutions, and establish cadence for service adoption.
- Proactively ensures alignment of team resources to address customer requirements within scope and identify potential solutions.
- Craft and align solutions that meet customer needs, with a growing understanding of the customer industry, customer business goals, and technical acumen.
- Embody our culture and values.
Customer Experience Manager
London
Customer Experience Manager – London (hybrid) – £60-70,000
Are you a CX enthusiast ready to drive digital transformation across multiple markets and make a lasting impact? 🌍
numi have partnered with a rapidly expanding InsurTech who are looking to make their 1st Customer Experience Manager hire! This is an exciting new role with the opportunity for you to reshape an entire digital journey across Europe.
Collaborating closely with Product, UX and Marketing teams you’ll be helping to implement a new self-service solution to improve efficiency for customers and the business. You’ll be championing customer experiences across 13 markets to ensure seamless interactions.
Who are you?
- Experienced CX professional with a focus on digital transformation
- An analytical individual who uses data and research to support innovation
- A creative thinker with a unique approach to problem-solving
- Passionate about the latest technology
- A strong advocate for authenticity, inclusivity and belonging in customer experiences
If you’re interested in finding out more, apply now or email daisy@wearenumi.com for more details!
Head of Customer Resolutions, Training and Technical Services
Croydon
PENSION PROTECTION FUND
Location: Croydon office location with Hybrid working
Salary: £80,000 to £90,000 per annum plus Civil Service Pension
Contract Type: Permanent
Position type: Full Time
The vacancy
We’re the Pension Protection Fund. We protect millions of people in the UK who belong to defined benefit pension schemes. When these schemes fail, we’re ready to help.
We do this by paying our members, by charging a levy and by investing sustainably. Our work has a real impact on people’s lives, so we strive to do it well, with integrity and their future in mind.
Further to an internal promotion, the PPF is delighted to announce that we are looking for a new Head of Customer Resolutions, Training and Technical Services.
Forming part of an inspiring senior leadership team, this position will be responsible for providing motivational, member-focused direction for resolving customer complaints, implementing changes to member data and compensation levels (e.g., in response to legal judgments), and training, quality assuring and providing technical advice to the pensions administration teams and contact centre.
We are looking for an individual that has senior level experience of defined benefit (DB) pensions within at least one of the following areas: complaints handling, training and quality assurance and/or DB pensions technical advice. They will be able demonstrate strong customer service and written communication skills, an analytical ability to interpret information and formulate sound judgements, and a proven track record of working collaboratively with senior stakeholders (e.g., lawyers or non-Executive Board members) both internally and externally.
This position requires an individual that has significant leadership experience as they will be leading a team of c.30. They will need to be able to motivate and develop teams, delegate, and share knowledge and skills effectively.
Director EMEA Customer Experience
Corby
RS Group is a global omni-channel provider of product and service solutions for designers, builders and maintainers of industrial equipment and operations. It looks to provide an unrivalled choice of industrial and electronic products, to help its customers solve problems with innovative solutions.
The purpose of this role is to lead the delivery of the EMEA Customer Experience. This person will orchestrate the delivery of Go-To-Market activities, customer journeys and experiences that deliver and are aligned to the EMEA Business Strategy and Group Customer Strategy. This person will have the opportunity to build an EMEA CX approach that will guide the delivery of all go-to-market activities to drive the desired customer & commercial outcomes. You will work with the Group CX organisation to provide an EMEA voice. You will represent the development of the group customer strategy, definition, segmentation, high level journeys and Voice of the Customer (VOC) program.
Key responsibilities:
- Lead an engaged, aligned and effective Customer Experience team in a matrix structure.
- Play a vital role in the Global Customer Experience Community of Practice, representing all EMEA markets across customer journeys & commercial engagement.
- Design an EMEA Customer Experience approach, which uses internal and external measurement to understand customer sentiment and improve experience, building the customer into our EMEA Go-To-Market Strategy.
- Work across Marketing, Sales, Service & Digital teams to build a holistic customer engagement approach across all EMEA markets.
- Lead on developing all customer associated workstreams for EMEA M&A integration activity including mapping as-is customer journeys through designing to-be proposition & integrations journeys.
- Utilise group CX Tools which help best to leverage external sentiment in a complex B2B organisation.
- Work with digital and behavioural teams to improve CX across on and offline channels – to drive personal & relevant experiences for EMEA B2B customers.
- Govern local market CX activity tracking improvements and identifying trends for large scale improvements.
- Commission and / or leverage customer research to inform optimal customer experience delivery across EMEA.
Experience Design Manager
London
GIRLGUIDING
Experience Design Manager
Permanent opportunity
£53,950 + £3,500 location allowance, where applicable, and check out our great benefits!
London office with hybrid working / supporting flexible working
Do you have UX/ UI Service Design experience and demonstrable leadership experience?
We are looking to speak to customer-centric Experience Design professionals who will play a key role in delivering on Girlguiding’s Digital Futures strategy. This postholder will reflect the voice of the users in their decision-making, boasting excellent representation skills and will also have an understanding of the sensitivity around user representation. Furthermore, this person will frequently utilise their partnership skills, managing internal and external relationships. A hands-on attitude is essential as a research element to the role may also be required. We would particularly be interested in speaking to candidates with sector experience.
Essential skills for this position include:
- Proven ability to work effectively across an organisation in a matrix style with strong business partnering skills.
- Strong communication and influencing skills to work across a wide range of stakeholders to ensure deep understanding of user needs.
- Significant experience of leading user experience design projects including research, to-be mapping and service design.
- Representing users and their needs within a transformation programme to ensure programme outputs solve user problems and deliver the desired benefits.
- A strong understanding of user-centred design methodologies and techniques including user involvement and research, experience mapping, customer journeys, UX/UI, service design, content design and accessibility.
- A good working understanding of the product management lifecycle.
Head of CRM and Fan Engagement
Surrey
DP World Tour
The European Tour group is one of the world’s pre-eminent golf organisations. We are responsible for running the world-famous DP World Tour, Legends Tour, Challenge Tour and G4D Tour (golf for the disabled). We also organise, alongside the PGA of America, golf’s greatest team contest – the Ryder Cup.
About The Role
We are seeking a dynamic and strategic individual to join the Marketing Department as Head of Fan Engagement, to lead the Fan Engagement team.
The Head of Fan Engagement role at European Tour group will strategically lead and execute initiatives that enhance the relationship between the organisation and its fan base. This includes developing and implementing a comprehensive fan engagement roadmap & CRM strategy to optimise fan interactions, fostering a sense of community and engagement, and leveraging data-driven insights to personalise and improve the overall fan experience as well as delivering commercial value to the wider business.
The role aims to strengthen brand loyalty, increase fan satisfaction, and contribute to the overall success of the DP World Tour and Ryder Cup Europe by creating meaningful connections with its audience.
- Location – Wentworth, Virginia water, Surrey (Hybrid)
Key Responsibilities
- Own the fan engagement strategy and roadmap to enhance the overall fan experience across membership, gaming and new product development.
- Manage and oversee the implementation of the fan experience and journey on and off-site in collaboration with key departments.
- Identification and implementation of new and/or enhanced fan engagement touchpoints to deepen engagement and generate new revenues.
- Own the CRM strategy to enhance fan communications and deliver against target KPIs.
- Drive data-driven insights to segment and target audiences effectively.
- Develop and maintain a content strategy that resonates with diverse fan demographics.
- Identify and implement new approaches and capabilities to enhance personalisation across existing and any new channels, working closely with internal Technology and Content teams to do so.
- Oversee and identify opportunities to integrate sponsors and partner brands & activations into our fan engagement initiatives.
- Collaborate with multiple external agencies and suppliers that focus on creative design, translations, product development and real-time personalisation.
Digital Design Lead
London
AECOM
This is an exciting and interesting time to join the AECOM Energy team covering all aspects of work within Transmission and Distribution (T&D), Renewables and Nuclear decommissioning, twinned with this is our ever-expanding digital scope, ensuring a variety of projects to work on.
The growth of the Digital team in the Energy sector requires the appointment of a Digital Design Lead who will ensure successful delivery of engineering projects in accordance with industry BIM standards and the latest digital technology.
Reporting to the Digital Lead for Energy and working as an integrated team member, the successful candidate will have proven experience in transforming and leading project teams to adopt the “Digital by Default” philosophy with the ability to apply relevant industry codes and client standards. They will have strong development skills and the technical ability, knowledge, and competence to provide guidance and transform teams.
We are a multi-discipline team comprising of civil, structural, mechanical, electrical and process engineers, delivering services to our clients from feasibility studies to scheme designs and detailed designs.
Responsibilities will include;
- Information Management, in accordance with ISO 19650, and digital adoption across sector – identify areas where upskilling and support in project delivery is required to successfully deliver digital methods of working.
- Act as digital lead across multiple projects or frameworks.
- Engaging with clients and suppliers to identify, explore and challenge their current digital delivery strategy.
- Responsible for ensuring suitable resources are identified and allocated to projects.
- Point of contact within the region for technical solution/software queries.
- Internal and external presentations, communicate with local teams on digital initiatives, updates, and successes.
- Work with the Energy Digital Lead to plan and develop digital strategies and successfully deliver owned elements of the plan.
- Work with the Energy Digital Lead to enhance AECOM’s market profile as a leading provider of digital solutions in the Energy end market through thought leadership pieces, conference presentation, professional meetings etc.
Service Designer – Senior Consultant – Digital Factory
United Kingdom
Cap Gemini
About Capgemini Invent
As the digital innovation, design and transformation brand of the Capgemini Group, Capgemini Invent enables CxOs to envision and shape the future of their businesses. Located in more than 36 offices and 37 creative studios around the world, it comprises a 10,000+ strong team of strategists, data scientists, product and experience designers, brand experts and technologists who develop new digital services, products, experiences and business models for sustainable growth.
Capgemini Invent is an integral part of Capgemini, a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2022 global revenues of €22 billion.
Our brand promise “Get The Future You Want” reflects our passion for people and technology and highlights the company’s commitment to inclusion and sustainability.
An important aspect of ‘Get the Future You Want’ is to balance hybrid ways of working between your Capgemini office, home, and client location (where applicable). We recognise that it is an imperative to create flexibility so you can enjoy an optimal work-life balance and feel empowered to achieve success. When you come onboard, or before, please discuss this with your manager so you can agree the best ways of working for your role, team, and client.
Get The Future You Want
See what it’s like to work at Capgemini Invent, visit our Glassdoor page
An overview of the role:
As a Service Designer, you will be joining the growing and exciting Digital Factory community who are continually sharing knowledge and expertise. We are all passionate about user-centred design, critical thinking, problem solving and designing and building digital services and products.
Working at Capgemini Invent would give you opportunities to develop and grow, working with major clients in both public and private sector. Our offices are in a variety of locations including London, Manchester and Glasgow. We offer hybrid working, however depending on your project you may have to travel to client locations.
What you’ll do:
- Maximise the value we deliver for our clients right from the inception to real life application of Service Design.
- Support our clients through the end-to-end service design process to design and develop innovative products and services. This process will be all the way from ideation and inception through to solution build and testing.
- Champion user-centricity – with a set of tools and methods you can draw upon to embed design thinking / user-centricity
- Work on new ideas and work alongside solution team to design and develop innovative products and services
- Use current and emerging trends to identify and lead improvements to existing services as well as introduce innovative and industry first service experiences influencing service managers, user researchers, UI/UX designers and programme directors to understand the value as a result of user focused transformatio
Head of Customer Happiness and Innovation
London
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.
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.
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.
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.
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.
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
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.
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.