Head Of Customer Experience

This is an excellent opportunity for a strategic individual with the experience, drive and ambition to shape this role in order to have a significant positive impact on the business and the overall Customer Experience and customer operations.

Key areas of responsibility:

• Develop, own and deliver the Customer Experience strategy
• Design & development of world class customer service operational delivery
• Responsible for all KPIs and metrics within the customer service and contact centre departments
• Monitoring and optimizing every customer touchpoint
• Manage the day to day relationship with the customer satisfaction survey provider to ensure the monthly delivery of CSAT scores
• Responsibility for the ongoing programme of Customer satisfaction monitoring
• Liaise with contact centre provider to ensure necessary resources are in place to support customer service areas
• Manage and control internal SLA's for the customer service department
• Digital strategy production and delivery including key stakeholder engagement
• Marketing campaign design, development and implementation including agency management
• Responsible for development of Customer engagement strategies through data analysis and business intelligence outputs, identifying business and market trends
• Identify future revenue opportunities for the business

Key skills and Experience:

• Proven track record within a Head of Customer Experience role
• Contact centre experience is essential
• Experience working in large complex operational environments
• Data driven mind set
• Solutions focused
• Highly influential with ability to bring stakeholders and teams on a journey
• Ability to translate strategy into tangible actions
• Experience dealing with continuous improvement processes
• Experience with project management with a track record of success
• Results orientated, proactive and reactive
• Experience of working within a changing and high-performance environment

Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative.

BY APPLYING FOR THIS ROLE YOU ARE AGREEING TO OUR TERMS OF SERVICE WHICH TOGETHER WITH OUR PRIVACY STATEMENT GOVERN YOUR USE OF MORGAN MCKINLEY SERVICES.