Head of Customer Experience

6 days ago

Glasgow, United Kingdom Scottish Citylink Coaches Full time
Job Description

Head of customer experience is a leadership role, required to supervise and oversee the strategy, planning and execution of the organisation’s overall customer experience goals.


This role involves planning and executing initiatives that elevate the customer journey while continuously evaluating and refining the customer engagement processes. By overseeing the strategic direction, this role ensures consistent delivery of high-quality experience, leveraging customer feedback to drive improvement and innovation.

 

The role of our Head of Customer Service Experience:

  • Custodian of the CX Strategy, developing it to meet customer expectations and changing market conditions
  • Develop and be responsible for the CX Standards and end-to-end customer journey proposition and putting in place a governance model and concurrence process to manage any changes to the product
  • Responsible for a customer and market insight strategy
  • Identifying trends in customer insight and feeding these back internally in a compelling way to take action to address
  • Architect of plans and approach to developing a customer-centric culture, including developing brand values and behaviours
  • Acquire industry and 'out of sector' external best practice approaches to driving customer satisfaction
  • Oversee programmes such as mystery shopping
  • Lead the review and actioning of insight contained through the QR code customer satisfaction surveys and other research
  • Develop route based Customer Experience Improvement Plans
  • Put in place a process to programme manage the display of customer service improvement plans and initiatives as part of the ongoing transformation 

 

Overall responsibility for:

  • Team Leaders
  • Customer service agents
  • Work closely with Head of Operations to ensure “on the ground” employees are engaged in the CX strategy
  • Work closely with Marketing Manager with campaigns for CX initiatives

 

Skills and attributes of our Head of Customer Service Experience:

  • Strategic thinking and foresight: able to foresee market changes, dynamism in customer expectations and strategies to guide the company to live up to those expectations in the fast-evolving digital world
  • Proven track record of driving customer satisfaction
  • Relevant degree at honours level and proven expertise at Senior Management level within the Customer Experience Sector
  • Background in developing Customer Service Strategies and implementing them
  • Ability to present internally key trends in customer satisfaction and other insight, as well as translate them into action plans
  • An understanding of the link between culture, employee engagement and the creation and successful development of a customer-centric organisation
  • Experience of “best in class” approaches to driving customer satisfaction
  • Flexibility to travel as we are a UK wide business
  • Previous experience with CRM system implementation is desirable


Applications including CV and cover letter confirming suitability for the role submitted to    by Friday 20th December interview to take place w/c 6th January 2025.

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