Tusker Head of Customer Experience

3 weeks ago

Croxley Green, United Kingdom Lloyds Banking Group Full time

End Date

Thursday 23 May 2024

Salary Range

£80,206 - £94,360
- We support flexible working - click here for more information on flexible working options

Flexible Working Options

Flexibility in when hours are worked

Job Description Summary

Based in Watford

**Job Description**:
- JOB TITLE: Head of Customer Experience- SALARY: £80,206-£94,360- LOCATION(S): Watford- HOURS: Full-time- WORKING PATTERN: Our work style is hybrid, which involves spending at least two days, or 40% of your time, at our Watford site.

About this Opportunity

Responsible for maximising the driver & customer lifetime satisfaction through the identification, development & optimisation of operational initiatives, processes and deliverables. To maintain Tuskers market leading service position and support our growing customer base.

About us

We’re on an exciting journey to transform our Group and the way we’re shaping finance for good. We’re focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone. Including you.

We’re an award winning car leasing company who have been providing company car and tax efficient car benefit schemes since 2009. We take pride in helping organisations offer their employees a car that will have less impact on our environment, supporting planet positive mobility and a brighter more sustainable future. We’re committed to driving down emissions by getting people into newer and more environmentally friendly cars. We genuinely care about the world we live in and know that our customers do too. This is why we work with each and every one to offset the carbon emitted by each salary sacrifice car put on the road through our schemes.

Our Car Benefit Scheme gives employees access to affordable, fully maintained and insured cars for a fixed monthly amount delivered through a salary sacrifice employee benefit arrangement. Offering all fuel types, prices and over 1000 cars to choose from all by leading manufacturers. Please visit for more information

What you’ll need- Responsible for a customer experience journey & tracking, identify the holistic picture of all potential customer requirements aligned to maximising customer lifetime value & satisfaction.- Actively utilise KPI reporting for all start of contract and in-life partners we appropriate in order to support Tusker’s SoC and In-life service deliverables and to deliver upon our contracted services to our customers and drivers. Develop and implemented new KPI’s where appropriate. Ensure Tusker’s processes and systems are best utilised in order to driver an efficient a customer focuses operation.- An inquisitive attitude leading to a proactive identification of new opportunities to improve the customer experience.- Evangelist for the customer experience - educating the wider business in standard processes in customer experience.- Supporting the role out of a Customer Commitment, adherence to the required deliverables and reporting of achievements where appropriate.- Liaise and collaborate with a range of Tusker partners (e.g. Exec team, Data suppliers, Manufacturers, related internal departments and partner organisations) to ensure the prompt and efficient management of all topics related to vehicle acquisition and placement. Build strong collaborative relationships with supplying partners, understanding how these partners can best deliver for Tusker and its customers.

And any experience of these would be really useful- An inspiring senior executive who has the ability and experience to deliver on operational budgets and a ‘Customer First’ attitude.- Ability to operate between immediate business requirements whilst keeping sight of the long-term strategic prioritises in the business.- Highly motivated individual with experience of working to tight deadlines in a fast-paced environment with Proven experience in a full operational leasing business, demonstrating extensive management, customer and operational experience.- Exceptionally strong influencer and relationship builder demonstrating these skills for both internal and external partners.- Outstanding technical skills and product knowledge within the customer experience sector.- Ability to get results through customer insight, product development, process optimisation and continuous improvement

About working for us

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.

We want our people to feel that they belong and can be their best, regardless of background, identity or culture.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative.

We’re disability confident. So if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

We also offer a wide-ranging benefits pac

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