Head of Cx

**Why loveholidays?**

At loveholidays, we’re on a mission to open the world to everyone, giving our customers’ unlimited choice, unmatched ease and unmissable value for their next getaway. Our team is the driving force behind our role as our customers’ personal holiday expert - the smart way to get away.

**The impact you’ll have**:
Join our Customer Success team as the Head of CX and Service Design for the Post-Booking Customer Experience, where you'll be instrumental in redefining and maturing how we engage with our customers after they've booked their holiday.

Reporting directly to the Director of Customer Strategy, you'll spearhead the initiative to ensure every customer journey and touchpoint, post-booking is meticulously crafted to offer unparalleled experience, enhancing our brand loyalty and positioning us as market leaders.

This role is perfect for a visionary leader who thrives on innovating service design strategies, is passionate about enhancing customer experiences, and is eager to lead a team at the intersection of technology and customer satisfaction.

If you're motivated by transformative data-driven decisions, champion efficiency, and aspire to elevate customer engagement, we're excited to connect with you.

**Your day-to-day**:
CX & Service Design Leadership: Lead the development and execution of groundbreaking service design strategies that elevate post-booking customer experiences through the following capabilities:

- Data-Driven Decision Making: Utilise insights, feedback, and analytics to inform strategic decisions, fostering continuous improvement and measurable outcomes in post-booking CX
- Journey Mapping & Process Improvement: Leveraging insights to Identify friction points within the customer journey, spearheading initiatives that refine service efficiency and customer satisfaction
- SaaS Operations: Work with this team to define and optimise service design within customer experience technology platforms, ensuring they're fully leveraged to meet our objectives
- Customer Communications Strategy: Work with the communications lead on defining the strategy for post-booking communications, ensuring they contribute positively to the customer experience and align to the service design for every journey
- Customer Operations Alignment: Work closely with the contact centre operations leads to make sure CX and service design is aligned to operational activities and objectives
- Cross-Functional Collaboration: Collaborate with multiple departments such as Data & Insights, CX Tech/Product, Supply & Commercial, Finance, Workforce Planning, and Customer Operations to ensure alignment and execution of a cohesive and integrated post-booking CX strategy
Team Leadership: Cultivate, mentor, and lead a team, promoting a culture of customer-centricity, innovation, execution & accountability

**Your skillset**:

- Proven CX and Service Design Experience: Demonstrated success in leading customer journey mapping and process improvement within dynamic, customer-centric environments
- Leadership and Team Management: Strong experience in building and guiding multidisciplinary teams to achieve exceptional results
- CX Tech Platforms: Knowledge of CX technology platforms, particularly CRM systems, and how they can be utilised to enhance customer experiences
- Cross-Functional Influence: Adept at driving collaboration and influencing decision-making across various departments including product, commercial supply and customer contact operations
- Strategic and Analytical Thinking: A strategic mindset complemented by a data-driven approach to problem-solving and decision-making
- Communication Excellence: Outstanding ability to articulate complex concepts clearly and persuasively across different stakeholder group

**Desirable but not essential**
- Innovation in CX Tech: A keen interest in and familiarity with the latest in CX technology advancements
- Contact Centre Proficiency: Knowledge and experience of contact centre technology and operations
- Cross-Functional Collaboration: Proven track record of effective partnershipacross departments, especially in integrating CX strategies with broader company objectives
- Educational Background: Bachelor’s or Master’s degree in Business, Design, Communications, or a related field, with a preference for CCXP certification
- CCXP certified

**Perks of joining us**:

- Company pension contributions at 5%
- Individualised training budget for you to learn on the job and level yourself up
- Discounted holidays for you, your family and friends
- 25 days of holidays per annum (plus 8 public holidays) increases by 1 day for every second year of service, up to a maximum 30 days per annum
- Ability to buy and sell annual leave
Cycle to work scheme, season ticket loan and eye care vouchers
- At loveholidays, we focus on developing an inclusive culture and environment that encourages personal growth and collective success. Each individual offers unique perspective