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Customer Experience Director

2 months ago

Birmingham, Birmingham, United Kingdom Newsom Consulting Ltd Full time
About the Role

We are seeking a highly skilled and experienced professional to lead our Customer & Commercial function as a key member of the executive team. This role will play a pivotal part in shaping and driving the company's strategic objectives.

Key Responsibilities
  • Develop and implement strategies to improve the customer experience and achieve revenue targets, including fare-box and ancillary income.
  • Lead the implementation of key contractual mechanisms, such as the Service Quality Regime and Revenue Outturn Mechanic.
  • Collaborate with peers to influence activity that supports improvements in the customer experience.
  • Continually develop and embed successful change projects.
  • Establish effective relationships with stakeholders to support delivery of the wider industry strategy.
  • Support the business planning process to ensure strategy execution is based on robust data analysis and business insight.
  • Be an ambassador for diversity and inclusion, promoting and implementing the company's Diversity Policy.
Requirements
  • High level commercial astuteness and business judgement, ideally in complex contractual and political environments.
  • Strong analytical skills – ability to apply insight and analysis to complex problems, and make sound business judgements.
  • Experienced and comfortable working at Executive/senior levels contributing to and influencing wider business direction and decisions.
  • Proven ability to work collaboratively with business operations teams, ensuring business and commercial activity is congruent.
  • Experienced negotiator able to deliver results in challenging commercial, statutory and political environments.
  • Proven experience and success in stakeholder/relationship management – credibility and ability to work at all levels internally and externally.