Head of Customer Experience

Head of Customer Experience

c. £100K plus Bonus & Equity

NE London (plus WFH 1-2 days a week)

My client is one of the most exciting providers within the challenger broadband space. Not only are they at the early stages of their journey, it’s the time to be part of the adventure.

Gone are the days of struggling for hamster wheel style internet with this brand around. They are changing the way people work and get online with their rural connectivity solutions for consumer and businesses.

The Role

Reporting to the CCO you will make this newly created position your own! Not only will you manage the existing team members in place (mostly contact centre), but you’ll grow the wider customer operations piece via strategic planning. You’ll be highly experienced, dynamic and will lead the transformation of a fast-paced business.

Not only will you have their customers front of mind at all times, but you’ll identify opportunities and strategies (including NPS) to improve the customer experience and touchpoints – as well as upsell and cross-sell.

Day to Day

· Management of the current team of 12 and hiring more over time – with a focus on retention, engagement and motivation

· Redesign reporting to enable effective management of our customer experience

· Create a multi-channel contact strategy and launch new contact channels into the operations (e.g. WhatsApp)

· Analyse complex customer and operations data to identify trends and gain insights in how we are performing and what we need to prioritise to address customer needs and preferences

· Implement customer feedback programmes to gather feedback and create insight, launching voice of the customer / NPS

· This list isn’t exhaustive but more than anything the aim will be to keep customer promises.

Who are you?

· Not only will you have proven experience of making a successful customer strategy run like a well-oiled machine, but you’ll also know about contact centres, digital customer proposition and journeys, cross-sell and upsell, as well as NPS.

· At least 5 years’ experience within a management/leadership position within a similar environment (services industry)

· Broadband/Telco experience is highly desirable

· Proven track record of team leadership, financial budget responsibility and customer satisfaction uplift.