Senior Customer Experience Leader

3 weeks ago


London, Greater London, United Kingdom Currys plc Full time

Senior Customer Experience Leader

We're iD Mobile, one of the UK's leading mobile virtual network operators with over 1.8 million Pay Monthly subscribers. Our success is driven by our wide range of feature-packed plans. As a Senior Customer Experience Leader, you'll shape our propositions and self-serve products to align with our customer-focused strategy. You'll lead a team of product experts to create a short and long-term roadmap that evolves our customer offering and provides a best-in-class self-serve experience.

Key Responsibilities:

  • Lead the proposition management function and digital self-service channels within iD.
  • Partner with senior stakeholders to gather customer insights and develop a product strategy.
  • Create and deliver initiatives to improve the self-serve product experience for customers.
  • Work with Commercial and Finance teams to build business cases for new initiatives.
  • Own the day-to-day relationship with self-serve product vendors and hold them accountable to contractual measures.
  • Set KPIs to drive digital self-serve adoption and report on them regularly.
  • Conduct competitor analysis and wider research to understand trends in propositions and products.

Required Skills & Experience:

  • Minimum 5 years experience in customer and product-focused roles, with experience in digital self-serve preferable.
  • Customer and product-obsessed with a passion for technology and customer products.
  • Experience in working within agile and waterfall methodologies.
  • Strong communication and influencing skills.
  • Budget management and team management experience.


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