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Head of Customer Experience

3 months ago

London, Greater London, United Kingdom Cuckoo Full time

About Us:

Cuckoo have been on quite a journey under Fern Trading Group, with our aim being simple - to be the best and most trusted ISP, working to disrupt the UK broadband market by prioritising service and customer experience. We have got off to a great start, having been voted the UK's best broadband provider for customer service twice


This year our journey continues and in a big way - in February 2023 Fern Trading announced the consolidation of
Cuckoo, Giganet, Jurassic Fibre, Swish Fibre, and
AllPoints Fibre into a single Fibre To The Premises (FTTP) operating entity to accelerate full-fibre delivery in the UK.

The unification of these businesses will enable us to combine resources, knowledge and expertise to hasten and grow full fibre network access across the UK.


Now, by combining our regional operations, we are building a national ISP alongside a national wholesale network that can serve millions and achieve our new joint mission to be the UK's most recommended way to connect.


More about this role:


The core role purpose is to understand and enhance the overall customer journey, satisfaction, and perception of Cuckoo's products or services.


Through a variety of strategies:

analysing and mapping customer journeys; collecting customer feedback and surveys; data analytics; customer segmentation & personas; continuous improvement and competitor analysis.


You will lead a team to gather, analyze, and interpret customer feedback and behaviour to inform decision-making across various departments, driving a continuous improvement culture.

You will oversee and optimise overall customer experience and support a customer centric culture, by ensuring customers have a seamless and positive customer journey across all touchpoints of our products and services, to create customers for life

Job Description:

Key duties and responsibilities will include:

  • Utilize customer insights to identify opportunities for improvement and innovation in products, services, and processes.
  • Lead the collection and analysis of customer feedback, behaviour, and market trends.
  • Lead the development of customer insights across the customer touchpoints working collaboratively with the functional delivery teams.
  • Support the development of customer panels to help provide insight on new products, processes and UX.
  • Collaborate with key functions, to ensure a consistent and positive customer experience across all touchpoints.
  • Own and lead PIC & churn reporting to understand key drivers and through the relevant squads, focusing on priority actions that forecast to have the greatest impact on improving performance.
  • Work closely with data analytics teams to automate the production of key insights and use those insights to share performance with the wider organisation performance and work up continuous improvement activities where appropriate.
  • Work closely with the leadership team to integrate customercentric thinking into overall business strategy.
  • Use data analytics tools and access the data lake, to derive actionable insights and make informed decisions.
  • Implement and monitor key performance indicators (KPIs) related to customer experience and provide regular reports to the executive team.
  • Own all external survey reporting such as Trust Pilot and Google and help drive positive results.
  • Build and nurture a customercentric culture within the organization.
  • Advocate for the customer within the company, ensuring their needs and expectations are understood and met.
  • Stay abreast of emerging technologies and industry best practices related to customer experience and data analytics.
  • Implement innovative technologies and solutions to enhance customer interactions and insights.
  • Utilizing various data analysis tools and techniques to examine large datasets.
  • Extracting meaningful patterns, trends, and correlations from data.
  • Market Research:
  • Conducting market research to understand industry trends, competitor activities, and customer behaviour.
  • Identifying opportunities and threats in the market.
  • Gathering and analysing customer feedback and behaviour data to understand their preferences, needs, and satisfaction levels.
  • Providing insights to improve customer experience and loyalty

Life inside the nest:

  • 4x Life Assurance
  • Income Protection
  • Salary Sacrifice Pension
  • 30 days holiday plus statutory bank holidays
  • Enhanced Sick Leave
  • Enhanced Family Leave
  • Private Healthcare
  • Private Dental Care
  • Cycle 2 Work Scheme
  • Health Cash Plan
  • Shopping Discounts
  • Discounted Breakdown Cover