Operational Customer Experience Lead
3 days ago
Job Title: Operational Customer Experience Lead
At Thames Water, we're looking for an experienced Operational Customer Experience Lead to join our team. As an Operational Customer Experience Lead, you will be responsible for leading projects and programmes to improve how we handle complaints across all our operational communication channels.
You will work closely with business stakeholders to change processes, ways of working, systems, and customer journeys to deliver high-performance and high-quality customer service to our operational household customers.
Key Responsibilities:
- Manage a programme team to deliver high-performance and high-quality customer service to our operational household customers.
- Manage change within a dynamic operational environment and build a continuous improvement and transformation culture.
- Collaborate with key stakeholders within operational complaints management, customer contact, and individuals leading customer improvement activity.
- Develop and report on a customer measure of experience (C-Mex) improvement plan ensuring that progress is visible and sustained.
- Engage with operations customer contact, operations case management, complaints handling teams, planning and scheduling teams, field operations teams, management and leadership teams.
- Engage with external stakeholders to learn from other organisations on customer complaints and C-Mex.
- Analyse complaints and customer contact processes, procedures, systems, and customer journeys and recommend improvements.
- Interpret customer data, particularly root cause analysis, customer journeys, and customer experience.
What You'll Need:
- Management level experience within customer service or customer complaints and experience developing process improvements.
- Experience in steering regulatory customer improvement (ideally C-Mex or equivalent).
- Experience within an operational business such as the water industry, other utilities, telecommunications, or large-scale construction.
- Previous continuous improvement, service transformation, and project change experience.
- Ability to use data and insight to inform focus areas for improvement.
- IT confidence with experience in key applications such as SAP (CRM) and Salesforce (Work Management).
What We Offer:
- Competitive salary up to £60,000 per annum depending on previous experience.
- 26 days holiday per year increasing to 30 with length of service (Plus bank holidays).
- Contributory pension – Defined Contribution - Maximum of 12% - 2x employee contribution.
- Personal Medical Assessments – Open to all once a year.
- Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.
-
Operational Customer Experience Lead
5 days ago
Reading, Reading, United Kingdom Thames Water Full timeJob Title: Operational Customer Experience LeadJob Summary:Thames Water is undergoing significant transformation as part of its business turnaround. This role supports activities to drive a step change in operational complaints and customer performance. The successful candidate will lead projects and programmes to improve complaint handling across all...
-
Customer Experience Manager
7 days ago
Reading, Reading, United Kingdom Sainsbury's Full timeAbout the RoleWe're looking for a talented Customer Experience Manager to join our team at Sainsbury's. As a key member of our in-store management team, you'll be responsible for delivering exceptional customer service and ensuring a seamless shopping experience for our customers.Key ResponsibilitiesLead a medium to large in-store team, assigning tasks and...
-
Head of Customer Experience
4 weeks ago
Reading, Reading, United Kingdom EKIM Consulting Full timeJob Title: Head of Customer SupportSalary: £70,000 plus benefits, Location FlexibleOur client, EKIM Consulting, is seeking an experienced Head of Customer Support to lead the Customer Support function and drive operational and organisational efficiencies.Key Responsibilities:Direct the Customer Support department to ensure its needs and resources are...
-
Head of Customer Experience
4 weeks ago
Reading, Reading, United Kingdom EKIM Consulting Full timeJob Title: Head of Customer SupportSalary: £70,000 plus benefits, Location FlexibleOur client, EKIM Consulting, is seeking an experienced Head of Customer Support to lead the Customer Support function and drive operational and organisational efficiencies.Key Responsibilities:Direct the Customer Support department to ensure its needs and resources are...
-
Customer Experience Manager
2 weeks ago
Reading, Reading, United Kingdom Sainsbury's Full timeAbout the RoleWe're seeking a highly motivated and experienced Customer Experience Manager to join our team at Sainsbury's. As a key member of our in-store management team, you'll be responsible for delivering exceptional customer experiences and driving business growth.Key ResponsibilitiesLead and manage a medium to large in-store team, ensuring seamless...
-
Customer Experience Manager
2 weeks ago
Reading, Reading, United Kingdom Sainsbury's Full timeAbout the RoleWe're seeking a highly motivated and experienced Customer Experience Manager to join our team at Sainsbury's. As a key member of our in-store management team, you'll be responsible for delivering exceptional customer experiences and driving business growth.Key ResponsibilitiesLead and manage a medium to large in-store team, ensuring seamless...
-
Head of Customer Experience
3 weeks ago
Reading, Reading, United Kingdom EKIM Consulting Full timeJob Title: Head of Customer SupportJob Summary:We are seeking an experienced Head of Customer Support to lead our Customer Support function and drive operational and organisational efficiencies. The successful candidate will be responsible for developing and implementing a strategy to enhance and build on existing services, as well as mentoring and coaching...
-
Head of Customer Experience
3 weeks ago
Reading, Reading, United Kingdom EKIM Consulting Full timeJob Title: Head of Customer SupportJob Summary:We are seeking an experienced Head of Customer Support to lead our Customer Support function and drive operational and organisational efficiencies. The successful candidate will be responsible for developing and implementing a strategy to enhance and build on existing services, as well as mentoring and coaching...
-
Customer Experience Manager
3 weeks ago
Reading, Reading, United Kingdom Sainsbury's Supermarkets Ltd Full timeCustomer Experience ManagerJoin Sainsbury's Supermarkets Ltd as a Customer Experience Manager and take on a well-balanced management role with clear accountability. As a leader, you'll be responsible for delighting and inspiring customers, ensuring a seamless shopping experience from car park to checkout.Key Responsibilities:Operational in-store management,...
-
Customer Experience Manager
3 weeks ago
Reading, Reading, United Kingdom Sainsbury's Supermarkets Ltd Full timeCustomer Experience ManagerJoin Sainsbury's Supermarkets Ltd as a Customer Experience Manager and take on a well-balanced management role with clear accountability. As a leader, you'll be responsible for delighting and inspiring customers, ensuring a seamless shopping experience from car park to checkout.Key Responsibilities:Operational in-store management,...
-
Customer Experience Manager
3 weeks ago
Reading, Reading, United Kingdom Sainsbury's Full timeAbout the RoleWe're seeking a highly motivated and experienced Customer Experience Manager to join our team at Sainsbury's. As a key member of our in-store management team, you'll be responsible for delivering exceptional customer experiences across our stores.Key ResponsibilitiesLead and manage a medium to large in-store team, ensuring seamless operational...
-
Customer Experience Manager
3 weeks ago
Reading, Reading, United Kingdom Sainsbury's Full timeAbout the RoleWe're seeking a highly motivated and experienced Customer Experience Manager to join our team at Sainsbury's. As a key member of our in-store management team, you'll be responsible for delivering exceptional customer experiences across our stores.Key ResponsibilitiesLead and manage a medium to large in-store team, ensuring seamless operational...
-
Customer Experience Manager
2 weeks ago
Reading, Reading, United Kingdom Sainsbury's Full timeAbout the Role:We're seeking a talented Customer Experience Manager to join our team at Sainsbury's. As a key member of our in-store management team, you'll be responsible for delivering exceptional customer experiences across our stores.Key Responsibilities:Lead a medium to large in-store team, assigning tasks and planning breaks to ensure seamless...
-
Customer Experience Leader
2 weeks ago
Reading, Reading, United Kingdom Sainsbury's Full timeAbout the RoleWe're seeking a talented Customer Experience Manager to join our team at Sainsbury's. As a key member of our management team, you'll be responsible for delivering exceptional customer experiences across our stores.Key ResponsibilitiesLead and develop a high-performing team to deliver outstanding customer serviceDevelop and implement operational...
-
Customer Experience Manager
2 weeks ago
Reading, Reading, United Kingdom Sainsbury's Full timeAbout the RoleWe are seeking a highly motivated and experienced Customer Experience Manager to join our team at Sainsbury's. As a key member of our leadership team, you will be responsible for delivering exceptional customer experiences across our stores, driving sales growth, and developing a high-performing team.Key ResponsibilitiesLead and manage a team...
-
Customer Experience Manager
2 weeks ago
Reading, Reading, United Kingdom Sainsbury's Full timeAbout the RoleWe are seeking a highly motivated and experienced Customer Experience Manager to join our team at Sainsbury's. As a key member of our leadership team, you will be responsible for delivering exceptional customer experiences across our stores, driving sales growth, and developing a high-performing team.Key ResponsibilitiesLead and manage a team...
-
Customer Experience Manager
3 weeks ago
Reading, Reading, United Kingdom Sainsbury's Full timeAbout the RoleWe are seeking a highly motivated and experienced Customer Experience Manager to join our team at Sainsbury's. As a key member of our leadership team, you will be responsible for delivering exceptional customer experiences across our stores, driving sales growth, and developing a high-performing team.Key ResponsibilitiesLead and manage a team...
-
Customer Experience Manager
3 weeks ago
Reading, Reading, United Kingdom Sainsbury's Full timeAbout the RoleWe are seeking a highly motivated and experienced Customer Experience Manager to join our team at Sainsbury's. As a key member of our leadership team, you will be responsible for delivering exceptional customer experiences across our stores, driving sales growth, and developing a high-performing team.Key ResponsibilitiesLead and manage a team...
-
Head of Customer Experience Design Lead
1 month ago
Reading, Reading, United Kingdom Jaguar Land Rover Full timeJob Title: Head of Customer Experience DesignJoin Jaguar Land Rover as we embark on an exciting new chapter in our journey to deliver exceptional customer experiences. As the Head of Customer Experience Design, you will play a pivotal role in shaping the future of our brand and driving business growth.About the RoleThis is a unique opportunity to lead a...
-
Head of Customer Experience Design Lead
1 month ago
Reading, Reading, United Kingdom Jaguar Land Rover Full timeJob Title: Head of Customer Experience DesignJoin Jaguar Land Rover as we embark on an exciting new chapter in our journey to deliver exceptional customer experiences. As the Head of Customer Experience Design, you will play a pivotal role in shaping the future of our brand and driving business growth.About the RoleThis is a unique opportunity to lead a...
