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Customer Experience Director
2 weeks ago
**Customer Experience Director (Kent)**
£100,000-£120,000
10-15% Bonus
£9,000 Car Allowance
Family Healthcare Cover
Life Assurance
Company pension (10% Employer Contribution)
**Role Overview**
This is a new and exciting opportunity to join a leading business as their new Customer Experience Director. This is a vital role, which will have a far reaching impact across the organisation.
Your remit will be developing and implementing a Customer Experience strategy across the various business offerings housed within the organisation, driving innovation and excellence throughout.
**Key areas of responsibility**:
- Proactively identifying improvement opportunities and new initiatives to enhance performance, customer experience and outcomes
- Ensuring delivery of a quality service in every single customer interaction, setting the standard of quality (vs quantity)
- Working with business leaders to cement brand guidelines
- Improving cross departmental/business unit relationships, to deliver an outstanding customer experience
- Developing positive stakeholder relationships, building trusted partnerships, acting as an influential point of contact representing Customer Experience internally and externally
- Reporting data, providing analyses and measuring improvements
**Key competencies and experience**:
- A proven track record of delivering exceptional service for customers
- A clear record of success in enabling the delivery of transformational change in customer experience, with tangible business impact / improved customer satisfaction outcomes, including through the utilisation of digital and data
- Experience working cross-functionally and articulating complex problems clearly
- A passion and talent for writing along with excellent verbal communication skills
- Exceptional business acumen coupled with high emotional intelligence
- Experience in a Senior Leadership role within a Customer centric environment
- Experience with change management and implementation
- An analytical nature, high expectation of standards of work
