Customer Experience Leader

2 weeks ago


Derby, Derby, United Kingdom Severn Trent Full time
About the Role

We are seeking a highly skilled and experienced Customer Experience Leader to join our team at Severn Trent. As a key member of our leadership team, you will be responsible for delivering an outstanding customer experience across our Customer Hub.

Key Responsibilities
  • Lead and manage a team of customer service professionals to ensure exceptional customer service delivery.
  • Develop and implement strategies to improve customer satisfaction and loyalty.
  • Collaborate with cross-functional teams to identify and address customer pain points.
  • Monitor and analyze customer feedback to inform business decisions.
  • Develop and maintain relationships with key stakeholders to ensure seamless customer experience.
  • Identify and implement process improvements to increase efficiency and productivity.
  • Provide coaching and development opportunities to team members to enhance their skills and knowledge.
  • Stay up-to-date with industry trends and best practices to ensure our customer experience remains competitive.
Requirements
  • Proven experience in customer experience leadership or a related field.
  • Strong leadership and management skills with the ability to motivate and inspire a team.
  • Excellent communication and interpersonal skills with the ability to build strong relationships with stakeholders.
  • Ability to analyze complex data and make informed business decisions.
  • Strong problem-solving and critical thinking skills with the ability to think creatively.
  • Ability to work in a fast-paced environment with multiple priorities and deadlines.
What We Offer
  • A competitive salary and benefits package.
  • Opportunities for career growth and development.
  • A dynamic and supportive work environment.
  • Recognition and rewards for outstanding performance.

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