Head of Customer Experience

3 weeks ago

Welwyn Garden City, Hertfordshire, United Kingdom ENGINEERINGUK Full time
About the Role

We are seeking a highly skilled and experienced individual to lead our customer experience strategy and drive business growth through exceptional customer experiences.

Key Responsibilities
  • Develop and execute a comprehensive customer experience strategy that aligns with business objectives
  • Lead a small team to champion end-to-end customer experience online, from first impressions to delivery and beyond
  • Identify and prioritize interventions and initiatives to optimize customer experiences at critical points in their online journey
  • Champion personalization best practice across online end-to-end to deliver the most helpful and relevant experience for customers
  • Ensure retail media activity successfully balances commercial and customer objectives and delivers an optimum experience overall
  • Lead incident planning and recovery for online customers alongside a wider group of Operations, CEC, Tech, Group Communications and Marketing teams
  • Support agile squads and 'centres of expertise' in post-order, Customer, Technology, and Fulfilment teams to ensure smart and efficient use of agile working practices
Requirements
  • Operational/technical skills relevant for this job: ability to create an end-to-end customer experience strategy, ecommerce expertise, working knowledge of retail media online/digital display media, strong project and stakeholder management skills, and ability to influence and drive alignment at all levels
  • Experience relevant for this job: proven leadership in a previous strategic customer experience role, managerial experience leading cross-functional teams to design and implement customer experience change and improvement projects
What We Offer
  • Annual bonus scheme of up to 45% of base salary
  • Car allowance of £7,320 per annum
  • Holiday starting at 25 days plus a personal day (plus Bank holidays)
  • Buy holiday salary sacrifice scheme (for salaried roles)
  • Private medical insurance
  • Retirement savings plan - save between 6% - 10% and Tesco will contribute 1.5 times this amount
  • Life Assurance - 5 x contractual pay
  • 26 weeks maternity and adoption leave (after 1 year's service) at full pay, followed by 13 weeks of Statutory Maternity Pay or Statutory Adoption Pay
  • The right to request flexible working from your first day with us
  • Free 24/7 virtual GP service, Employee Assistance Programme (EAP) for you and your family, free access to a range of experts to support your mental wellbeing
  • A Colleague Clubcard for you & a family member (after 3 months of service), giving you access to lots of discounts in-store & online

  • Head of Customer Experience

    2 weeks ago

    Welwyn Garden City, Hertfordshire, United Kingdom Tesco Full time

    About the RoleWe're seeking a talented individual to lead our customer experience efforts, driving innovation and excellence in online customer experience. As Head of Customer Experience, you'll be responsible for developing and implementing strategies to enhance customer satisfaction, loyalty, and retention.Key Responsibilities- Lead a small team to...

  • Head of Customer Experience

    2 weeks ago

    Welwyn Garden City, Hertfordshire, United Kingdom ENGINEERINGUK Full time

    About the RoleWe are seeking a highly skilled and experienced Head of Customer Experience to lead our customer experience strategy and drive business growth. As a key member of our team, you will be responsible for developing and implementing customer-centric initiatives that enhance customer satisfaction, loyalty, and retention.Key ResponsibilitiesDevelop...

  • Head of Customer Experience

    1 month ago

    Welwyn Garden City, Hertfordshire, United Kingdom ENGINEERINGUK Full time

    About the RoleWe are seeking an exceptional individual to lead our customer experience efforts, driving strategic initiatives that enhance the online shopping experience for our customers. As Head of Customer Experience, you will be responsible for championing end-to-end customer experience online, from first impressions to delivery and beyond.Key...

  • Head of Customer Experience

    1 month ago

    Welwyn Garden City, Hertfordshire, United Kingdom ENGINEERINGUK Full time

    About the RoleWe are seeking an exceptional individual to lead our customer experience efforts, driving strategic initiatives that enhance the online shopping experience for our customers. As Head of Customer Experience, you will be responsible for championing end-to-end customer experience online, from first impressions to delivery and beyond.Key...

  • Head of Customer Experience

    4 weeks ago

    Welwyn Garden City, Hertfordshire, United Kingdom Adecco UK LTD Full time

    About the RoleWe are seeking a highly skilled and experienced Head of Customer Experience to join our team. As a key member of our leadership team, you will be responsible for developing and implementing a comprehensive customer experience strategy that drives business growth and customer satisfaction.Key ResponsibilitiesLead a small, dedicated team to...

  • Head of Customer Experience

    4 weeks ago

    Welwyn Garden City, Hertfordshire, United Kingdom Adecco UK LTD Full time

    About the RoleWe are seeking a highly skilled and experienced Head of Customer Experience to join our team. As a key member of our leadership team, you will be responsible for developing and implementing a comprehensive customer experience strategy that drives business growth and customer satisfaction.Key ResponsibilitiesLead a small, dedicated team to...

  • Head of Customer Experience

    3 weeks ago

    Welwyn Garden City, Hertfordshire, United Kingdom ENGINEERINGUK Full time

    About the RoleWe are seeking a highly skilled and experienced Head of Customer Experience to lead our customer experience strategy and drive business growth. As a key member of our team, you will be responsible for developing and implementing customer-centric initiatives that enhance our customers' online experience.Key ResponsibilitiesLead a small team to...

  • Head of Customer Experience

    3 weeks ago

    Welwyn Garden City, Hertfordshire, United Kingdom ENGINEERINGUK Full time

    About the RoleWe are seeking a highly skilled and experienced Head of Customer Experience to lead our customer experience strategy and drive business growth. As a key member of our team, you will be responsible for developing and implementing customer-centric initiatives that enhance our customers' online experience.Key ResponsibilitiesLead a small team to...

  • Head of Customer Experience

    3 weeks ago

    Welwyn Garden City, Hertfordshire, United Kingdom Tesco Full time

    About the Role At Tesco, we're committed to delivering exceptional customer experiences across all our touchpoints. As our Head of Online Customer Experience, you'll play a critical role in shaping our digital customer experience strategy, ensuring it's aligned with our business goals and customer needs.Key Responsibilities - Lead a small team to champion...

  • Head of Customer Experience

    3 weeks ago

    Welwyn Garden City, Hertfordshire, United Kingdom Tesco Full time

    About the Role At Tesco, we're committed to delivering exceptional customer experiences across all our touchpoints. As our Head of Online Customer Experience, you'll play a critical role in shaping our digital customer experience strategy, ensuring it's aligned with our business goals and customer needs.Key Responsibilities - Lead a small team to champion...

  • Head of Customer Experience

    3 weeks ago

    Welwyn Garden City, Hertfordshire, United Kingdom ENGINEERINGUK Full time

    About the RoleWe are seeking a highly skilled and experienced Head of Customer Experience to lead our customer experience strategy and drive business growth. As a key member of our team, you will be responsible for developing and implementing customer-centric initiatives that enhance our customers' online experience.Key ResponsibilitiesLead a small team to...

  • Head of Customer Experience

    3 weeks ago

    Welwyn Garden City, Hertfordshire, United Kingdom ENGINEERINGUK Full time

    About the RoleWe are seeking a highly skilled and experienced Head of Customer Experience to lead our customer experience strategy and drive business growth. As a key member of our team, you will be responsible for developing and implementing customer-centric initiatives that enhance our customers' online experience.Key ResponsibilitiesLead a small team to...

  • Head of Digital Customer Experience

    4 weeks ago

    Welwyn Garden City, Hertfordshire, United Kingdom Tesco Full time

    Head of Online Customer Experience Job Opportunity**About the Role:**We are seeking an experienced Head of Online Customer Experience to join our team at Tesco. As a key member of our Customer Experience function, you will be responsible for shaping the future of our digital offerings and ensuring that customer experience is at the forefront of all planning...

  • Head of Digital Customer Experience

    4 weeks ago

    Welwyn Garden City, Hertfordshire, United Kingdom Tesco Full time

    Head of Online Customer Experience Job Opportunity**About the Role:**We are seeking an experienced Head of Online Customer Experience to join our team at Tesco. As a key member of our Customer Experience function, you will be responsible for shaping the future of our digital offerings and ensuring that customer experience is at the forefront of all planning...

  • Head of Customer Experience

    1 month ago

    Welwyn Garden City, Hertfordshire, United Kingdom ENGINEERINGUK Full time

    About the RoleWe are seeking an exceptional individual to lead our customer experience efforts, driving strategic initiatives that enhance the online shopping experience for our customers.Key ResponsibilitiesDevelop and execute a comprehensive customer experience strategy, collaborating with cross-functional teams to deliver seamless experiences.Lead a small...

  • Head of Customer Experience

    1 month ago

    Welwyn Garden City, Hertfordshire, United Kingdom ENGINEERINGUK Full time

    About the RoleWe are seeking an exceptional individual to lead our customer experience efforts, driving strategic initiatives that enhance the online shopping experience for our customers.Key ResponsibilitiesDevelop and execute a comprehensive customer experience strategy, collaborating with cross-functional teams to deliver seamless experiences.Lead a small...

  • Customer Experience Director

    1 month ago

    Welwyn Garden City, Hertfordshire, United Kingdom IAM RoadSmart Full time

    About the RoleWe are seeking an experienced Customer Experience Director to join our team at IAM RoadSmart. As a key member of our leadership team, you will be responsible for building and leading a high-performing customer experience team, driving customer satisfaction and loyalty, and contributing to the growth and success of our organization.Key...

  • Customer Experience Director

    1 month ago

    Welwyn Garden City, Hertfordshire, United Kingdom IAM RoadSmart Full time

    About the RoleWe are seeking an experienced Customer Experience Director to join our team at IAM RoadSmart. As a key member of our leadership team, you will be responsible for building and leading a high-performing customer experience team, driving customer satisfaction and loyalty, and contributing to the growth and success of our organization.Key...

  • Customer Experience Specialist

    1 week ago

    Welwyn Garden City, Hertfordshire, United Kingdom beBee Professionals Full time £25,000 - £35,000

    beBee Professionals is seeking a Customer Experience Specialist to deliver exceptional customer service and support in the UK.Key Responsibilities:Respond to customer inquiries and resolve issues promptly.Provide product and service information to customers.Process customer orders and manage account details.Document customer interactions and follow-up...

  • Customer Experience Specialist

    1 month ago

    Welwyn Garden City, Hertfordshire, United Kingdom Tesco Full time

    About the Role As a Customer Graduate Programme member at Tesco, you'll be at the forefront of building trusted and valued relationships with our customers. You'll work closely with our marketing team to develop and implement strategies that drive customer loyalty and engagement.Your Responsibilities During your programme, you'll gain hands-on experience in...