Head of Customer Experience – Journey Design

Role Overview

• 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.

Requirements

• 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 groups.
• Desirable: 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 partnership across 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

Benefits

• 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
• Enhanced maternity/paternity leave
• Cycle to work scheme, season ticket loan and eye care vouchers