CX Transformation Lead

2 weeks ago


Glasgow, Glasgow City, United Kingdom Scottish Citylink Coaches Full time
Job Summary

We are seeking a Head of CX Strategy to lead our customer experience strategy and develop innovative solutions to elevate the customer journey.

This role involves overseeing the strategic direction, planning, and execution of initiatives that continuously evaluate and refine the customer engagement processes. Our ideal candidate will have a proven track record of driving customer satisfaction and leveraging customer feedback to drive improvement and innovation.

Key Responsibilities:

  • Develop and implement a comprehensive CX strategy aligned with business objectives.
  • Lead cross-functional teams to design and deliver customer-centric experiences.
  • Analyze customer insights and feedback to identify areas for improvement.
  • Develop and manage customer experience improvement plans.
  • Collaborate with stakeholders to ensure consistent delivery of high-quality experiences.

Requirements:

  • Relevant degree at honours level and proven expertise at Senior Management level within the Customer Experience Sector.
  • Proven track record of driving customer satisfaction.
  • Ability to present internally key trends in customer satisfaction and other insight, as well as translate them into action plans.
  • Experience of "best in class" approaches to driving customer satisfaction.

The successful candidate will have an estimated salary of £75,000 - 95,000 per annum, depending on experience. We offer a competitive benefits package and opportunities for professional growth and development.


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