Strategic Leader for Customer Experience Excellence

3 weeks ago


Hatfield, Hertfordshire, United Kingdom Affinity Water Full time

Job Title: Strategic Leader for Customer Experience Excellence

About Us: Affinity Water is the UK's largest water-only supplier, committed to providing sustainable, high-quality water to its customers. Our mission is to redefine the way water companies connect with their customers and communities, making better use of water and safeguarding the local environment for the future.

About the Role: We are seeking an accomplished, customer-focused leader to drive transformative improvements across our customer journeys, optimize resources, and deliver value to our customers and shareholders. As a Strategic Leader for Customer Experience Excellence, you will be responsible for defining and executing our customer channel strategy, working closely with cross-functional teams to deliver seamless, impactful customer experiences.

Key Responsibilities:

  1. Strategy and Leadership: Define and execute our customer channel strategy, working closely with cross-functional teams to deliver seamless, impactful customer experiences.
  2. Transform Customer Journeys: Map out current and future customer journeys, using data to identify inefficiencies and customer needs.
  3. Data-Driven Decisions: Use customer insights and analytics to shape strategies that anticipate and meet evolving customer needs.

Requirements: To succeed in this role, you will need a proven track record in delivering complex, cross-organisational projects, a deep understanding of customer journey strategy, product management, and agile methodologies, and strong communication skills, able to present effectively across all levels, including Executive and Board level.

What We Offer: We offer a competitive salary, company car allowance, senior management bonus, generous annual leave, and a range of family benefits, including enhanced maternity, adoption, paternity, shared parental leave, and up to 5 full or 10 half days of paid carers' leave. We also offer discounts at a range of retail outlets and on dental and medical insurance through our Tap4Perks scheme.

How to Apply: If you are ready to make a difference, please apply today to join us as we shape the future of customer experience.



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