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Job description

Head of Customer Experience

  • Location

    Greater Manchester

  • Sector:

    Digital & Ecommerce

  • Job type:

    Permanent

  • Salary:

    £60k - 70k per year

  • Contact:

    Jack Harrison

  • Contact email:

    jack.624C2FB06.0@applythis.net

  • Contact phone:

    07741547307

  • Job ref:

    47436JHA

  • Published:

    3 months ago

  • Expiry date:

    2020-10-12

  • Consultant:

    Jack Harrison

Head of Customer Experience

North Manchester

We are delighted to be partnering with a leading technology business who have continued to go from strength to strength this year. With their customers at the heart of what they do, the role of Head of Customer Experience is a business critical one in order to ensure customers are heard and understood.

This is a great opportunity for someone with a commercial analytics background who can provide valuable insight from a vast pool of customer data. Your hunger to streamline processes and support operational efficiencies will be a vital part of this role.

What will you be doing?

  • Acting as the voice of the customer: This will involve customer/complaint profiling and conducting root-cause analysis to gain a deep understanding of customer issues
  • Leading a customer experience improvement plan:End to end improvement of the customer journey, leveraging AI and automation tools to your advantage and increasing efficiencies
  • Getting it right, first time! Driving front line excellence through training and engagement with a variety of supporting tools
  • Leading a lean approach: In order to hunt down pain points, improve control and deliver improvements.

What do you need?

  • Extensive experience in the CX space with a sound understanding of what goes into creating a comprehensive customer experience strategy
  • A sound understanding of commercial analytics and data with the ability to turn that into actionable insight
  • A track record in working in a lean environment. Ideally with some exposure to Lean Six Sigma methodologies  
  • To be a complex problem solver. You will have a natural ability to take a problem and break it down to ensure a logical, sustainable resolution is reached.

Forward Role is an industry leading, nationwide Marketing, Digital, Analytics, IT and Design recruitment agency, we are continually receiving new assignments to work on, so keep a close eye on our website, Facebook, LinkedIn and Twitter pages for a full list of current permanent and interim opportunities as well as marketplace news and fun stuff.

Forward Role is operating as an employment agency.

As an industry leading, nationwide Marketing, Digital, Analytics, IT and Design recruitment agency, we are continually receiving new assignments to work on, so keep a close eye on our website, Facebook, LinkedIn and Twitter pages for a full list of current permanent and interim opportunities as well as marketplace news and fun stuff.
Forward Role is operating as an employment agency.