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Head of Customer Experience

2 months ago

Droitwich Spa, United Kingdom Airband Full time

Head of Customer Experience - (Interim/Contract up to 6 months) - working a hybrid model out of Droitwich office

Immediately Available Competitive package

About Us

Airband is an internet service provider bringing highspeed broadband to rural communities from North Wales down to Devon and Somerset in the Southwest. Having built the network our strategic focus is to increase our customer connections and we are looking for a talented individual to support us to deliver an excellent customer experience as we continue to scale. 

Overview

As our customer experience lead, you'll oversee and improve all aspects of the customer journey, ensuring satisfaction and loyalty throughout the customer lifecycle. You understand the impact you'll create on customer experience and, therefore, the bottom line, playing one of the most vital roles in the Company.

Responsibilities

  • The day-to-day role includes the following customer experience lead responsibilities:
  • Developing and implementing strategies to improve customer interactions across multiple touchpoints and channels
  • Analysing customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience
  • Collaborating with cross-functional teams, such as customer service, network operations, installation and sales to align customer experience efforts with business goals and objectives
  • Designing and implementing customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations
  • Training and educating staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization
  • Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders

Key Skills

  • Customer-Centric Mindset,  Leadership & People Management, Strategic Thinking, Data Analytics & Insight, Communication & Interpersonal Skills, Problem Solving & Innovation, Project Management, Empathy & Emotional Intelligence

You will have:

  • 5+ years' experience in customer experience, customer service or customer success roles with at least 1-2 years in a senior leadership role.
  • Proven experience in designing and executing customer experience strategies across multiple channels.
  • Strong track record in using customer insights, data analytics and metrics (NPS, CSAT, CES) to drive improvements.
  • Familiarity with CRM systems, customer experience platforms, and customer journey mapping tools (e.g. Salesforce, HubSpot, Qualtics).


Pre-employment checks

Please note that you are required to have the right to work in the UK and we request satisfactory references as part of our recruitment process. A DBS check may be required for a number of our roles, particularly those that are customer-facing. Also, a driving license may be required for positions that require you to be out in the field as part of the role.

We look forward to hearing from you