Customer Experience Director

1 week ago

London, United Kingdom Babington Full time

**_Customer Experience Director _**

We are looking to expand our Senior Leadership Team and appoint a remote based Customer Experience Director to define and drive an exceptional customer experience, we are looking for experience Customer Experience specialist to report directly into our ChiefOperating Officer and be part of Babington’s journey of Developing Better Futures.
**Summary of Role**

Accountable for defining and driving exceptional Customer Experience across all key customer touchpoints. This role will act as a champion for unified, effortless, and best in class customer experience - bringing together strategic engagement with the seniorleadership team, with specific responsibility for key account business partners, first line customer support, and customer onboarding.
The Customer Experience Director will work alongside stakeholders in transformation, marketing, and operations to drive improvement in key customer touchpoints, own key
metrics across CSAT and NPS, and define a longer-term roadmap to develop meaningful and effective customer centricity across the business.

**Brief summary of principle accountabilities**
- To set the vision and direction for an effortless and personalised customer experience across all stakeholder groups (employers, learners, partners, and internal customers)
- Champion the consistency and quality of the customer experience across all functions - working in partnership with senior leaders to ensure that our the behaviours and processes across Babington’s Customer journey pillars are consistently understood andapplied.
- Bring the Babington customer promise to life through the dimensions of ease, speed, personalisation, quality, and integrity - supported by robust and meaningful KPIs.
- Manage complex customer situations ensuring a constant focus on improvement for our customer and for the organisation as a whole.
- To Identify breakages in key processes and customer journeys, tackling persistent, low level service issues quickly and ensuring new processes are designed and deployed effectively.
- To work with the transformation and marketing teams to enhance our digital customer experience strategy and to promote new and innovative ways in which our customer may engage with us.
- To engage regularly with our customers to evaluate their experiences and how we can improve what we do.
- To set the direction for how Babington undertakes customer satisfaction surveys and Net promoter.
- Scores and analysis, including innovative and fresh ways to improve engagement and overall scores.
- Manage the overall Customer Experience team budgets and support the business to prioritise outcomes and development plans.
- To work with the COO in line with the overall transformation business plan and budget to ensure maximum value and efficiency is achieved in all aspects of customer experience, design and development.
- To actively engage with the senior management team at meetings and in day to interactions to embed desired cultural behaviours and understand key business challenges.
- To be a active member of the Babington Senior leadership team in leading and managing the business and to ensure customer centricity, quality and compliance is embedded in day to day business processes and ways of working.

**Brief person Specification**_Essential **(E)** Desirable **(D)
**_

**Qualifications**
- Grade A-C GCSE in English and Maths or equivalent
- Educated to a degree level

**Skills and experience**
- Experience of setting the vision and direction for customer experience in a commercial environment
- Experience of learning and development environment
- Experience of building creative and innovative ways to assess and measure customer satisfaction and
advocacy
- Experience of creating highly effective internal and external stakeholder relationships
Experience of leading complaints teams and the successful reporting and management of a complaints
process
- Influencing executive leaders across the organisation to get things done
- Listening to customers and colleagues and challenging the whole organisation to focus on the things that are most important to customers
- Proactively identify and understand root causes for service failures or customer irritation and friction
- Our goal is to turn every customer into an advocate and this job will play an integral part of that
- You love making improvements and leading efforts to build better, simpler, customer experience solutions by bringing all of the business areas together with the one common goal of making our customer's Babington experience better
- Challenging across the whole of Babington and stay true to the customer promise that is deliverable in a growth organisation

**Babington Benefits
**Babington Engage Reward Platform
BUPA Healthcare Cash Plan
25 days annual leave plus 3 days Christmas Shutdown and Bank Holidays
UNUM Death in Service
Hybrid/Flexible working

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