Customer Experience Director
1 month ago
We are seeking a highly skilled and experienced professional to lead our Customer Experience team in Digital Technology Services. As a key member of our cross-functional team, you will be responsible for driving service excellence and delivering exceptional customer experiences.
Key Responsibilities- Lead the operation of a modern user-centric business support service through our centralised channels; Service Desk and Virtual Agent together with proactive customer engagements
- Set and drive the strategic vision for colleague experience, embedding relevant measurements, best practices, and continually seeking customer feedback to support optimisation of service
- Manage 3rd party suppliers, support teams, and service providers effectively, using established governance holding them accountable to achieve the right outcomes
- Communicate clearly and proactively with senior executives and other key stakeholders, avoiding escalations and ensuring mutual understanding of status and outcomes
- Strong strategic and customer focus building a culture of obsession for service excellence
- Proven experience in Service Management or Service Delivery Management of operational support services in a large IT function
- Matrix management of operational and technical teams with a diverse mix of internal and external resources
- Experience of managing performance with third parties and internal delivery teams within a service framework, including SLA, KPI and OLA management
Centrica Plc is a leading energy company that is committed to delivering exceptional customer experiences. We are proud to be recognised as a disability-confident employer and are dedicated to creating a diverse and inclusive workplace. We offer a range of benefits and flexible working arrangements to support our employees' well-being and work-life balance.
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Customer Experience Director
1 month ago
Leeds, Leeds, United Kingdom Centrica Plc Full timeAbout the RoleWe are seeking a highly skilled and experienced professional to join our team as a Customer Experience Director. As a key member of our Digital Technology Services team, you will be responsible for leading the operation of a modern user-centric business support service through our centralised channels; Service Desk and Virtual Agent together...
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Customer Experience Director
1 month ago
Leeds, Leeds, United Kingdom Centrica Plc Full timeAbout the RoleWe are seeking a highly skilled and experienced professional to join our team as a Customer Experience Director. As a key member of our Digital Technology Services team, you will be responsible for leading the operation of a modern user-centric business support service through our centralised channels; Service Desk and Virtual Agent together...
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Senior Customer Experience Director
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Customer Service Director
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Customer Experience Specialist
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Customer Experience Specialist
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Customer Experience Specialist
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Head of Customer Experience
3 weeks ago
Leeds, Leeds, United Kingdom Network Rail Full timeAbout the RoleWe are seeking a highly experienced and skilled professional to lead our customer experience strategy for the North and East Route. As Head of Customer, you will be responsible for delivering excellence in the quality of service provided for passengers, leading cross-functional teams to improve customer service, and championing the cause of...