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Head of Customer Experience

4 months ago

Birmingham, United Kingdom The UK Negotiator Full time

**Head of Customer Experience**

**Are you incredibly passionate about people and experienced in writing and implementing a successful road map of a customer journey? YES, then this could be for you**

Hybrid role
- Excellent benefits including car allowance.

**My client**

I am delighted and excited to be working with this hiring manager again who has exclusively retained my service to Headhunt / Recruit a new Head of Customer Experience.

Having worked with her previously, she has now moved on to pastures new within a major utilities provider for a very exciting challenge, and as a result, as part of the positive changes ahead, she needs a new Head of Customer Experience to join her team.

This lady is truly one of the loveliest, warm hearted, ethical, inspirational, approachable, engaging people you will ever be privileged to work with and learn from. She has a passion for people and an incredible focus on delivering an exceptional customerexperience.

**The role of Head of Customer Experience**

Key strategic role within the business having the responsibility for the creation and delivery of our customer first strategy which enables the business to ensure the needs of the customer are exceeded.

Management of the Customer experience team - made up of Community, Customer Insight, and Customer Journeys specialists.

Delivering through our voice of the customer program the continuous improvement of our service-delivery and overall customer experience and driving a customer-centric culture internally at all times. We want someone to know our customers inside out and workpassionately to improve what and how we do things both now and ensure we are fit for purpose in years to come.

The design and implementation of change programs to improve the customer experience and customer engagement, by encouraging a company-wide collaborative customer centric way of working.

Delivering a customer experience transformation agenda that drives customer satisfaction, trust and loyalty.

Manage day to day delivery of our customer services through our contract delivery partners, and act as a point of contact with our business for the key relationships.

Ensure robust customer recover solutions are in place that manage things when they do go wrong.

Act as voice of the customer through the implementation of a voice of the customer program.

Develop and drive the Customer Community strategy, ensuring we support customers who need help most to gain access to our services or to receive support financially.

Work collaboratively with other teams across the business to drive end to end customer journeys that deliver first class experience.

Drive the digital transformation of our services, looking at how we improve both short term and look for longer term opportunities.

Use customer insight to continually improve the customer experience.

You will bring creativity and strategic thinking to the role, and ensure that the business achieves its core aim of providing a more predictive and proactive approach to improving our customer experience. You will work get to know the business inside outand understand what it feels like to be one of our customers.

Use your knowledge, data and analytics to set up programmers that make a difference to our customers.

You will inspire people throughout our business to think customer in everything we do and help to ensure we deliver across a wide range of key metrics.

**What a good Head of Customer Experience looks like to my client**

Hands on, inspiring and motivational management style.

To lead by example.

To always have the customer at the hear of everything you and your team do.

Commercial acumen to a high level where you can show great depth of experience in creation and implementation of an excellent customer experience.

Commercial budget analysis

Ability to deal with ambiguous situations and fast faced environments.

Stays calm under pressure.

An unflappable, role up your sleeves mentality.

Creative and hands on approach to overcoming challenges and seeking innovative solutions.

Ability to build strong working relationships with peers and stakeholders.