Customer Experience Director for Wellness Platform

2 weeks ago


London, Greater London, United Kingdom China-Britain Business Council Full time

Estimated salary: £55,000 - £65,000 per annum.

About Our Company

We are China-Britain Business Council, a leading business organisation that promotes trade and investment between China and the UK. We are passionate about helping every colleague thrive across all dimensions of wellbeing, and we're committed to having a diverse and inclusive workplace.

The Role

This is an exciting opportunity to join our team as a Customer Experience Director for our Wellness Platform. The successful candidate will be responsible for leading the day-to-day operations of our H&B platform, including customer support, testing service delivery, and driving the launch of new features and B2B offerings.

Main Responsibilities:

  • Oversee H&B customer support, ensuring prompt and efficient service.
  • Lead testing service delivery across digital and omnichannel touchpoints.
  • Develop training materials for both in-house and B2B support.
  • Cover operational responsibilities of the Operations Lead during maternity leave.
  • Manage app subscription support and optimise customer service processes.
  • Map and optimise end-to-end customer journeys for new and existing app features.
  • Support B2B customer pathways, training, and logistics for testing services.
  • Collaborate with cross-functional teams to drive continuous improvement.

Requirements

We are looking for an experienced Health Tech professional with strong project management skills, excellent communication skills, and a passion for health and wellness. The ideal candidate will have experience in escalated customer service issues and managing third-party SLAs.

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