Customer Experience Leader
We are seeking an exceptional leader to drive our customer service strategy, champion innovation and excellence across all touchpoints.
The ideal candidate will report into the Chief Experience Officer and spearhead transformation in customer support, driving performance and growth.
Key responsibilities include defining a bold customer vision, inspiring and leading high-performing teams, and acting as a powerful customer advocate.
Key Areas of Focus
* Leadership & Strategy: Develop and execute a compelling customer service vision that sets us apart.
* Operational Excellence: Drive speed, quality, and consistency across all service channels.
* Technology & Innovation: Lead the adoption of AI, automation, and self-service tools to enhance efficiency and digital experience.
* Team Development: Build strong leadership and front-line teams through ongoing training and coaching.
Requirements:
* Extensive senior leadership and managerial experience, with a proven track record in setting vision and direction.
* Strong leadership and team working skills, with ability to develop and motivate high-performance culture.
* Clear understanding of profitability and P&L management, with commercial acumen and stakeholder management skills.
* Ability to engage people at all levels to drive change and strategic awareness.
Benefits:
* Flexible working arrangements with hybrid model (2/3 days per week office-based).
* Competitive salary, annual performance bonus, and pension contribution.
* Generous holiday entitlement and leave buy/sell policy.
* Access to learning and development tools and free on-site parking.