Cx Lead

3 weeks ago

London, United Kingdom Aspire Full time

**£70-80K**

**Hybrid Role (2-3 days working in-office)**

**There is 1 role avilable and you may be based in either the London OR Glasgow office.**

**CX LEAD**

**Amazing Benefits**

**Opportunities to grow and progress your career**

**THE ROLE**:
We are looking for a lead to join our CX practice. They will independently take on projects across our broad portfolio of clients, and support and be supported by, a team of passionate and incredibly talented CX Strategists. They will help set the standardfor our work and our culture, helping enable our people to do the best work of their careers. We are on the lookout for astrategic thinker, service designer, or visual designer, we want someone with a passion for improving experiences, with exceptional skillsand pride in their craft. Day to day, you will be doing varied work, from conducting in-depth customer experience diagnosis for brands, to developing CX visions, standards and frameworks. Designing specific touchpoints beautifully, or reimagining full end-to-endjourneys.

**WHAT YOU WILL DO**:

- Research - Leads and supports more junior staff in customer engagement
- Methods - Decision maker for which primary research methods to use to best understand the customer experience
- Expertise - Facilitator in the teaching of and learning of broader research (ethnographic and human-centred) processes, insight gathering, critical thinking and concept generation
- Diagnose - Able to review the work of others in the audit of problems and improvements, and finalise the overall story of the findings with a view to business realities
- Ownership - Manages and answers key questions through a project, keeping all team members aligned
- Workshops - Coordinate workshops and research tasks as the lead within the room and from the company, as well as team support such as photography, note taking, and facilitation of breakout groups
- Synthesis - Facilitator and decision maker in synthesis sessions
- Presentation - Runs client meetings and presentations, with little to no involvement of seniors and including more junior members of the team
- Agency - Confident, helpful communication including across departments and senior stakeholders, and other agencies
- Culture - Pro-active role in building team culture beyond work

Closing remarks:

- Though we don't measure talent or potential in the number of years of experience, you may have 4-6 years of experience working in a relevant service or product design role, at an agency, consultancy or brand
- You will need to have some experience of managing a team of varying levels of experience

We Are Aspire Ltd are a Disability Confident Commited employer

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