Head of Customer Experience

2 weeks ago

London, United Kingdom Intelligent People Ltd Full time

Working for a global B2B2C travel and hospitality technology business with millions of global customers, the Global Head of Customer Experience / Customer Experience Director / Head of Customer Operations role involves building and executing a technology/infrastructureroadmap that gives a world-class and seamless consumer experience, by anticipating/removing problems, helping customers to quickly self-serve and rapidly resolving more complex issues.
With teams around the world, including 200 in London, they have ambitious plans to drive the business' continued growth using investments in technology.
This is a London/hybrid role.
The Global Head of Customer Experience / Customer Experience Director / Head of Customer Operations will:
Work with multiple colleagues to own and manage the day-to-day performance of service queues for customers and partners
Lead on projects to meet internal goals e.g. reducing handling time
Create business insights, KPIs and measure effectives e.g. agent level reporting to create productivity targets
Technology will form a key part of how they do this, and they're always looking to innovative ways to solve customer and partner problems in a way that leaves everyone who interacts with them feeling they are 'always easy' to work with.
Lead the global operations team for the business which deals with all queries from customers and partners
Accountable for the management of:
a team of colleagues and an outsourced provider (Philippines) who support our partners, both attraction and trade
Proactively manage timely and effective responses to customer comments on external channels such as social media and review sites
Execute key offline activities in support of specialised internal processes
Onboard new partners, ensuring that relevant training and support is in place
Responsible for key partner processes including contract setup, payment reconciliations, etc
Proactively seek feedback from Partners and measure changes against improvement initiatives
Manage the performance of our outsourced partners identifying areas for improvement and creating plans to achieve them
Identify and prioritise performance gaps with partners and internal stakeholders e.g. policy workforce management, and owning performance improvement strategies when required
Working closely with the Finance team, manage a team of colleagues who ensure we maintain acceptable levels of risk whilst minimising the impact on the customer purchasing experience
Ensure we capture and have available all customer feedback, distilling key messages and insight for the organisation
Successfully manage larger operational changes across the team and other parts of the organisation
Relentlessly driving change - surfacing issues across Care operations, generating hypotheses, landing improvements, and working with the Product Management & Engineering teams to optimise the use of technology within your area
Very strong experience driving operational and technology change, to positively impact consumer experience / CX in a mass consumer sector, such as eCommerce, travel, media, marketplaces, etc.
Significant experience as an Operations manager in a fast moving and dynamic company
Experience of BPO and the management of 3rd party suppliers for the effective delivery of services
Is results driven, with experience of leading performance improvement projects
Can prioritise effectively and lead on multiple project workstreams concurrently and independently
Is knowledgeable of service systems (e.g. Zendesk / ServiceNow) and has experience of creating synergies across systems
Has strong analytical background, able to review, understand and drive team performance through metrics
Hands-on experience of adopting new technologies in the context of making global operations more effective and efficient
Experience in recruiting, managing and coaching multiple individuals and direct reports
Strong communication skills in working with colleagues and senior management

  • Head of Customer Experience

    11 hours ago

    London, United Kingdom FINE+RARE Full time

    As the Head of Customer Experience, you will be responsible for our core KPIs, including response times and overall resolution time of issues. In order to achieve your goals, you will need to be strategic, constantly evaluating the customer journey and serve as the main representative of our clients within the company, ensuring their needs and objectives are...

  • Head of Customer Experience

    11 hours ago

    London, United Kingdom FINE+RARE Full time

    As the Head of Customer Experience, you will be responsible for our core KPIs, including response times and overall resolution time of issues. In order to achieve your goals, you will need to be strategic, constantly evaluating the customer journey and serve as the main representative of our clients within the company, ensuring their needs and objectives...

  • Head of Customer Experience

    3 days ago

    London, United Kingdom FINE+RARE Full time

    As the Head of Customer Experience, you will be responsible for our core KPIs, including response times and overall resolution time of issues. In order to achieve your goals, you will need to be strategic, constantly evaluating the customer journey and serve as the main representative of our clients within the company, ensuring their needs and objectives are...

  • Head of Customer Experience

    7 hours ago

    London,, UK, United Kingdom FINE+RARE Full time

    As the Head of Customer Experience, you will be responsible for our core KPIs, including response times and overall resolution time of issues. In order to achieve your goals, you will need to be strategic, constantly evaluating the customer journey and serve as the main representative of our clients within the company, ensuring their needs and objectives are...

  • Head of Customer Experience

    2 days ago

    London, United Kingdom FINE+RARE Full time

    As the Head of Customer Experience, you will be responsible for our core KPIs, including response times and overall resolution time of issues. In order to achieve your goals, you will need to be strategic, constantly evaluating the customer journey and serve as the main representative of our clients within the company, ensuring their needs and objectives are...

  • Head of Customer Experience

    2 days ago

    London, United Kingdom FINE+RARE Full time

    As the Head of Customer Experience, you will be responsible for our core KPIs, including response times and overall resolution time of issues. In order to achieve your goals, you will need to be strategic, constantly evaluating the customer journey and serve as the main representative of our clients within the company, ensuring their needs and objectives are...

  • Head of Customer Experience

    16 hours ago

    London Area, United Kingdom FINE+RARE Full time

    As the Head of Customer Experience, you will be responsible for our core KPIs, including response times and overall resolution time of issues. In order to achieve your goals, you will need to be strategic, constantly evaluating the customer journey and serve as the main representative of our clients within the company, ensuring their needs and objectives are...

  • Head of Customer Experience

    3 days ago

    London Area, United Kingdom FINE+RARE Full time

    As the Head of Customer Experience, you will be responsible for our core KPIs, including response times and overall resolution time of issues. In order to achieve your goals, you will need to be strategic, constantly evaluating the customer journey and serve as the main representative of our clients within the company, ensuring their needs and objectives are...

  • Head of Customer Experience

    2 days ago

    London Area, United Kingdom FINE+RARE Full time

    As the Head of Customer Experience, you will be responsible for our core KPIs, including response times and overall resolution time of issues. In order to achieve your goals, you will need to be strategic, constantly evaluating the customer journey and serve as the main representative of our clients within the company, ensuring their needs and objectives are...

  • Head of Customer Experience

    6 days ago

    London, United Kingdom Saga Full time

    Job Introduction *** At Saga we’re radically flexible which means our colleagues have total autonomy over where they work - home, hybrid or hub. This role has a hybrid element which means our team come together when we need to collaborate.** We are striving to enable our customers to explore their passions, find fulfillment and achieve their aspirations....

  • Head of Digital and Customer Experience

    13 hours ago

    London, United Kingdom Aatom Recruitment Full time

    Working on behalf of a Local Authority, Aatom Recruitment has a new opportunity for a Head of Digital and Customer Experience on a 3 months contract with a possibility of further extension. We want a skilled and experienced Head of Digital and Customer Experience to join our client’s Customer Strategy and Digital Channel Service. This role will...

  • Head of Digital and Customer Experience

    7 days ago

    London, United Kingdom Aatom Recruitment Full time

    Working on behalf of a Local Authority, Aatom Recruitment has a new opportunity for a Head of Digital and Customer Experience on a 3 months contract with a possibility of further extension. We want a skilled and experienced Head of Digital and Customer Experience to join our client’s Customer Strategy and Digital Channel Service. This role will be...

  • Head of Digital and Customer Experience

    1 month ago

    London, United Kingdom Aatom Recruitment Full time

    Working on behalf of a Local Authority, Aatom Recruitment has a new opportunity for a Head of Digital and Customer Experience on a 3 months contract with a possibility of further extension. We want a skilled and experienced Head of Digital and Customer Experience to join our client’s Customer Strategy and Digital Channel Service. This role will be...

  • Head of Customer Experience

    4 weeks ago

    Greater London, United Kingdom Salt Recruitment Full time

    **Head of Customer Experience** **c. £100K plus Bonus & Equity** **NE London (plus WFH 1-2 days a week)** My client is one of the most exciting providers within the challenger broadband space. Not only are they at the early stages of their journey, it’s the time to be part of the adventure. Gone are the days of struggling for hamster wheel style...

  • Head of Customer Experience

    17 hours ago

    London, United Kingdom Chip Full time

    We’re looking for a talented and dedicated Head of Customer Experience to join us during this phase of high growth. You will need to be very flexible, hands-on and ready for a good challenge. A key focus for the role will be to deliver a market-beating customer experience for all our customers. You will be responsible for managing the customer service...

  • Regional Head of Customer Experience

    3 days ago

    London, United Kingdom DS Smith Full time

    Regional Head of Customer Experience - based in UK/Northern Europe - About us - DS Smith is a leading provider of sustainable fibre-based packaging worldwide, which is supported by recycling and papermaking operations. We play a central role in the value chain across sectors including e-commerce, fast moving consumer goods and industrials. Through our...

  • Customer Experience

    11 hours ago

    London, United Kingdom FINE+RARE Full time

    As the Head of Customer Experience, you will be responsible for our core KPIs, including response times and overall resolution time of issues. The Customer Experience team is split across our London, Napa and Hong Kong offices. As the head of the team, you will be responsible for building a strong team culture across both time zones, supporting your direct...

  • Customer Experience

    18 hours ago

    London, United Kingdom FINE+RARE Full time

    As the Head of Customer Experience, you will be responsible for our core KPIs, including response times and overall resolution time of issues. The Customer Experience team is split across our London, Napa and Hong Kong offices. As the head of the team, you will be responsible for building a strong team culture across both time zones, supporting your direct...

  • Head of Student Experience

    17 hours ago

    London, United Kingdom Elizabeth School of London Full time

    Company: Elizabeth School of LondonnJob Title: Head of Student ExperiencenLocation: ON-SITE, London, Canary WharfnSalary: £65K - £75K per annum (Based on experience)nEmployment Type: Full-Time, Monday to FridayDepartment: Student Support ServicesnResponsible to: ProvostWho are we?Elizabeth School of London is dedicated to providing relevant, high-quality...

  • Head of Student Experience

    23 hours ago

    London, United Kingdom Elizabeth School of London Full time

    Company: Elizabeth School of LondonThe experience expected from applicants, as well as additional skills and qualifications needed for this job are listed below.Job Title: Head of Student Experience Location: ON-SITE, London, Canary WharfSalary: £65K - £75K per annum (Based on experience) Employment Type: Full-Time, Monday to FridayDepartment: Student...