Head of Customer Experience
Nelson Permanent Placements are currently recruiting for a client who is a forward thinking innovative IT & Telecommunications Business who are now looking for a Head of Customer Experience to join their team. Our client is currently growing at a rapid rate with an ongoing portfolio expansion and therefore is looking for someone to take full autonomy and responsibility for their Customer Experience.
The Head of Customer experience must have vision and a growth mind-set to help significantly grow our clients expanding product portfolio.
This is a leadership role, where you get to shape our vision, recognise the collective achievements of the team on delivering it. You will need to demonstrate your ability to inspire with vision, support and challenge in equal measure.
You will lead a small team to embed the vision, capabilities and processes across the business.
Key accountabilities:
·Creating the Customer Experience vision and journey
·Setting performance Metrics and ways of working
·Process Re-Engineering
·Risk & Opportunity Management
·Key role and influence of the Senior Management Team
·This is a hands on role that will see you applying your vision with a pragmatic ‘role your sleeves up’ approach and collaboration to drive the transformation of our Customer Journey at every stage.
To be considered for the role you must be a Customer Experience professional with a demonstrable track record of business transformation of driving efficiency and pragmatic cost control, it is likely that you will B2B experience ideally in a high growth environment within the Telco, Unified Comms (UC) or CCaaS environment and have gained strong leadership credentials along the way.
Knowledge of the regulatory environment OFFCOM would be an added advantage.
Experience:
•Setting clear, ambitious and achievable targets for all CX activities and events; monitoring, evaluating and feeding the insight back to plans, adapting the deliverables, and activating innovation
•Exposure to working in a regulated environment
•A strong leadership presence and authority capable of building teams and generating high levels of excitement, confidence and trust within and across teams
•Experience of ‘going beyond’ and the drive and tenacity to see things through to completion.
•Experience in Process Re-Engineering and Project Management
•Demonstrate entrepreneurism and innovation
•An understanding of the principles and practices of risk management
•M&A experience, having led due diligence/data room activity and pre/post M&A Merger activity.
•Ability and commitment to work flexibly and collaboratively as part of a team whilst taking a leading role when require
•Exposure to leading edge CRM tools and analytics e.g. MS Dynamics
Package:
• Competitive salary and bonus
• 23 days’ Holiday (more for long service)
• Pension & Healthcare scheme, Life cover
• Accredited Investors in People organisation
• Most important of all, the opportunity to affect real lasting and meaningful change
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