Customer Experience Lead

6 months ago

St Neots, United Kingdom Lifeplus Europe Full time

Established over 30 years ago here at Lifeplus, our mission is to be the world leader in holistic wellbeing by helping millions of people to unlock the wellness within them.

We manufacture and distribute high quality nutritional supplements directly to our customers all over the world. We are proud to have a team of enthusiastic customers and colleagues who are all dedicated to creating a legacy of wellbeing.

At Lifeplus we celebrate and embrace diversity and we believe that our success comes from creating a caring and fun community.

**Job Purpose**:
Leading both methodology and a team of practitioners to comprehend and understand customer journeys including digital across our business, driving the overall improvement of our customer experience across all touchpoints.

**The role will include but is not limited to**:

- Develop and implement a comprehensive customer experience strategy and plan aligned with the company's overall objectives.
- Lead, inspire and develop a team of CX practitioners, fostering a culture of customer-centricity.
- Utilise customer feedback, working closely with a data & analytics team, to form an accurate, measurable picture of the customers experience to make informed decisions for improvement.
- Optimise across the ecosystem the end-to-end customer journeys, identifying pain points and implementing solutions for enhanced customer experience.
- Collaborate with cross-functional teams to ensure a seamless and consistent customer experience.
- Share VoC feedback throughout the organization.
- Be the Instrument of driving cultural change throughout the organization.
- Share the success of CX initiatives to the leadership team.
- Stay abreast of emerging technologies and trends in customer experience management.
- BA/BS and or equivalent experience in a related field.
- CXPA accreditation preferred.
- Proven track record in at least 2 similar senior strategic leadership roles with evidence of driving positive customer experience improvement and value delivery to the business.
- Strong analytical and problem-solving skills with a focus on data-driven decision-making.
- Experienced in facilitating cross-functional team discussions.
- Well-developed negotiation skills.
- In-depth knowledge of customer experience best practices, trends, and technologies.
- Strategic agility.
- Demonstrated success in driving cultural change toward customer-centricity.

**What we offer you**:

- Rewarding salary packages
- Contributory pension scheme of up to 6%
- Opportunity to buy & sell holiday
- Gym membership discounts
- Contributory hospital and health cash plan
- Cycle2Work scheme
- Eye care vouchers
- Free monthly Lifeplus nutritional and personal care products
- Life assurance
- Discounts at leading brands and retailers

**Hours and Days**:

- 37.5 hours per week

**Location**:

- St Neots, Cambridgeshire.
- Hybrid working: 2 days per week with some flexibility required.

The responsibilities and attributes listed above is indicative it is not exhaustive and is not designed to limit or inhibit the way we work or how the role develops. This is intended to be a fluid document and indicates how we currently see the role.
- _Please note: The successful applicant will be required to undertake a criminal record check._
- _Please advise us in advance if you have any special requirements if you are asked to attend an interview._

Indeed2

**Job Types**: Full-time, Permanent

**Salary**: £75,000.00-£80,000.00 per year

**Benefits**:

- Company pension
- Employee discount
- Enhanced maternity leave
- Gym membership
- Health & wellbeing programme
- On-site parking
- Referral programme

Schedule:

- Monday to Friday

Ability to Commute:

- St. Neots (required)

Ability to Relocate:

- St. Neots: Relocate before starting work (required)

Work Location: Hybrid remote in St. Neots

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