Customer Experience Lead

2 months ago


West Midlands, United Kingdom Baxter Williams Full time

**About Our Client**
Our client is one of the leading players in the financial services sector with a national presence.

They are looking to recruit a Customer Experience Lead to support their high growth and acquisition aspirations over the next 12/18 months across the UK based in the Midlands.

**Role Description**
Joining the Business Change team, the newly created Customer Experience Lead will proactively increase customer satisfaction and loyalty, through the design and implementation of interactions which solve customer needs to provide a frictionless experience for them.

**Main duties and responsibilities**:

- Developing, planning and co-ordinating the delivery of the customer experience team’s work based on the change plan as well as new and emerging organisational needs and priorities.
- Coach and develop team members.
- Lead the redesign of key customer journeys to deliver exceptional customer satisfaction.
- Inspiring and helping to lead colleagues to improve customer journey outcomes.
- Mobilising the Adviser and Client Experience Forums to ensure the appropriate representation of stakeholders and supporting the group's Chair in agenda planning and timely turnaround of actions and decisions.
- Segmenting our clients and advisers to clarify their specific needs within personas.
- Working closely with the digital transformation team to ensure synergy between the digital transformation and customer experience improvements.
- Developing and embedding a range of customer experience performance indicators and ensuring that demonstrable improvements are achieved across the organisation.
- Working with broader senior management team (SMT) and Change Director to develop and communicate the changes that are necessary to deliver improved customer experience.
- Working with SMT to ensure that the business change requirements, external and internal factors which influence and impact on customer experience are identified, analysed, understood and reflected in the new customer journeys.
- Developing new, innovative and agile approaches which will help to drive organisational change in and specifically, improvements in customer experience.
- Developing and leading co-design opportunities with strategic partners, colleagues, advisers and clients.
- Identify, record, manage and report on the risks associated with the customer experience team’s work.

**Essential Experience & Skills**:

- A demonstrable record of leading major change activity which resulted in a step change in customer satisfaction.
- Significant experience of using human centred design techniques and design thinking to reimagine customer journeys.
- Experienced in setting customer satisfaction key performance indicators and ensuring progress against performance is monitored effectively with regular reporting.
- Experience of leading effective co-design opportunities with key stakeholders (including customer service users and customers) in order to deliver robust, efficient and fit for purpose solutions.
- Engaging, guiding, and influencing senior managers within the area of responsibility.
- Experience of financial service or regulated industries is desirable but not essential.
- Experience of leading, inspiring and motivating teams to improve customer service across multidisciplinary teams.

**What’s on offer**
- £70k
- Pension
- Health benefit scheme
- CPD professional qualifications
- Flexible working
- Social events



  • West Midlands, United Kingdom OCS Group Full time

    Join our team at the NEC Group Venues and help us provide the safest, most secure, and welcoming environments in the UK. As the Customer Experience Supervisor, you will be at the forefront of delivering exceptional service to our visitors and colleagues, ensuring every interaction is memorable and positive. The Customer Experience Supervisor will oversee...


  • West London, United Kingdom Harnham Full time

    INFO - SALARY: - £50000 - £60000 LOCATION West London - JOB TYPE - Permanent **CUSTOMER EXPERIENCE LEAD** **WEST LONDON (HYBRID)** **£50,000-£60,000 + BONUS + BENEFITS** **Overview** Harnham is working exclusively with a well-known British Airline on a Lead Insight Consultant role. You will help provide high quality and cost-effective market...

  • Senior Ecologist

    3 weeks ago


    West Midlands, United Kingdom Lead Careers Full time

    **Role - Senior Ecologist** **Location - Remote/West Midlands** **Salary - £45 - £55K (negotiable)** We are delighted to be working with a leading provider of integrated infrastructure solutions for the construction, civils, and rail sectors. They offer a comprehensive range of integrated services and are committed to providing high levels of customer...


  • West Kensington, Greater London, United Kingdom Pioneer Selection Full time

    Customer Experience Lead Salary: Circa £40,000 Location: West London (Remotely on Friday's) My client is a rapidly expanding lifestyle brand, committed to delivering exceptional products and customer service. Our team prides itself on sourcing the best ingredients and offering holistic, nature-inspired products to enhance the lives of our...


  • Walsall, West Midlands, United Kingdom Echo Full time €32,000

    Planning and Forecasting Leader Job Title Planning and Forecasting Leader Join our team and play a pivotal role in effectively planning and forecasting to meet customer demand while optimizing service delivery. Implementing an effective planning cycle within the operation and presenting recommendations based on this. Leading and managing a team of...


  • Berkeley, South West, United Kingdom QUINTON DAVIES LIMITED Full time

    Quinton Davies are working with a rapidly growing early stage Tech for Good business to secure a Customer Experience Lead.The CX Lead is a critical role for this innovative business. You will be the main point of contact for all clients and end users, supporting them in set-up and to overcome any issues they have with the product.The products is digital and...


  • West Midlands, United Kingdom Vodafone Full time

    **Location: Any UK Hub (Blended home working)** **Salary: Competitive + Vodafone Benefits** **Hours: Full time (37.5 hours per week - Mon to Fri)** - **Blended** Vodafone UK’s blended working approach means you’ll come to your contracted hub location office as and when needed to get things done for your role and for tasks that require it, otherwise you...


  • Solihull, West Midlands, United Kingdom Sleepworks Inc Full time €30,000

    3 weeks ago Be among the first 25 applicants Hours of work: 37.5 Our client is a leading provider of life safety products/services with a global presence. They are committed to excellence and strive to deliver exceptional customer experiences to their international partners. Office Based - Solihull £30,000 per annum Hours of work: 37.5 Our client is a...


  • Solihull, West Midlands, United Kingdom Sleepworks Inc Full time

    3 weeks ago Be among the first 25 applicants Hours of work: 37.5 Our client is a leading provider of life safety products/services with a global presence. They are committed to excellence and strive to deliver exceptional customer experiences to their international partners. Office Based - Solihull £30,000 per annum Hours of work: 37.5 Our client is a...


  • Solihull, West Midlands, United Kingdom Sleepworks Inc Full time €30,000

    Office Based - Solihull £30,000 per annum Hours of work: 37.5 Our client is a leading provider of life safety products/services with a global presence. They are committed to excellence and strive to deliver exceptional customer experiences to their international partners. Position Overview The Customer Experience Executive Export plays a pivotal role in...


  • Willenhall, West Midlands, United Kingdom Mainstay Industrial Full time

    Role : Customer Fulfilment Lead Location : Willenhall Working Hours : Monday - Friday: 8 - 16:45 Salary : £30,000 Mainstay Recruitment are currently looking to recruit a Customer Fulfilment Lead for our client based in Willenhall. This is a fantastic opportunity for someone who is looking to join a business with ambitious growth plans. As a Customer...


  • West Midlands, United Kingdom Lead Careers Full time

    **Role - Ecologist** **Location - West Midlands/Remote** **Salary - £30 - £35K DOE** We are working with a well-established multidisciplinary consultancy who are looking for an experienced and highly motivated Ecologist to support their arboriculture division. The successful Ecologist will play a key role in conducting ecological surveys, producing...


  • West Midlands (Region), United Kingdom Clarion Full time

    Salary: £23,317 - £35,324 per annum Job Location: Home Based/Remote lone working - covering sites in West and Central Midlands Hours: 36 hours per week Contract Type: Permanent We're looking for a **Customer Home Experience Executive** to ensure our customers receive the very best service and experience at each touch point of their journey with us from...

  • D365 Functional Lead

    2 weeks ago


    West Midlands, United Kingdom Stott & May Professional Search Limited Full time

    D365 Functional Lead - Customer Engagement Do not pass up this chance, apply quickly if your experience and skills match what is in the following description.Location: Warwick (Onsite Monday - Thursday)Start Date: JuneDuration: Initial 9 weeks, with potential for extensionRate: Market Rate (Inside IR35)We are seeking a talented Microsoft D365 CE Functional...


  • Solihull, West Midlands, United Kingdom Proftech Talent Full time

    Customer Experience Executive - Export We are recruiting for a Customer Experience Executive in the Export department for a manufacturer and global leader in their field. Based in Solihull, you'll be responsible for providing a world-class customer service to their international partners. Responsible for ensuring all enquiries for international...


  • Sutton Coldfield, West Midlands, United Kingdom Dignity Plc Full time

    Are you a compassionate communicator with a knack for problem-solving? Are you ready to embark on a fulfilling career where you can make a meaningful difference in people's lives? If so, we invite you to join us at Dignity Funerals as a Customer Experience Consultant! Dignity Funerals is dedicated to providing compassionate care and support to...


  • West London, United Kingdom Sytner Group Full time

    We have an exciting opportunity for a passionate, customer focused individual to join Mercedes-Benz of West London as a Customer Experience Supervisor. Your key focus will be to ensure the highest level of customer service is delivered to our customers. In addition to maintaining high levels of customer service you will also be responsible for supervising...


  • Co. West Midlands, United Kingdom Omega Resource Group Full time €45,000 - €50,000

    Job Role: Technical Support Specialist Our client, a leading global supplier of equipment and services to packaging and label manufacturers, is on the lookout for a talented and ambitious Technical Support Specialist to join their growing team. With over 130 years of industry expertise and a presence in more than 50 countries, our client continues to drive...


  • Willenhall, West Midlands, United Kingdom A.F. Blakemore & Son Ltd Full time

    This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board. Head of Brand and Customer Experience Competitive Salary Hybrid working based out of Willenhall; Wolverhampton About Us: AF Blakemore is one of the largest and most forward-thinking family-owned business in the UK. With a passion for food the company...


  • Willenhall, West Midlands, United Kingdom A.F. Blakemore & Son Ltd Full time

    This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board. Head of Brand and Customer Experience Competitive Salary Hybrid working based out of Willenhall; Wolverhampton About Us: AF Blakemore is one of the largest and most forward-thinking family-owned business in the UK. With a passion for food the company...