Digital Customer Experience Director

My client, a global blue-chip leader in their sector, is looking for a Digital Customer Experience Director to help shape the future direction of their European business by developing their CX and strategy.

Purpose of the Role
The role will be responsible for the development and delivery of the Customer Experience improvement initiatives for all customers, across all touch points, ultimately to help my client realise the ambition of becoming number one for customer experience in the mobile industry.

In order to deliver this vision we have the following objectives:
* Pioneer CX initiatives in the company by implementing a net promoter system to drive behaviours.
* Transform our relationships with our strategic international partners to collaborate on breakthrough shopper programs that produce market leading results.
* Spearhead the category drivers and own international account strategy to exceed the financial

The role holder will do this in a way that builds sustainable customer satisfaction and advocacy, through leadership of 3 key areas:

• Strategy and planning – setting the customer experience improvement strategy and defining and managing the overall prioritisation and roadmap of CI change
• Customer Experience – designing the CX improvement initiatives and outcomes
• CI implementation – co-ordinating and monitoring the work of teams across geographies to ensure consistent delivery

The role will be responsible for utilising an insight led approach, setting direction and prioritisation ultimately across the continuous improvement agenda.

Success will be measured through a combination of commercial KPIs for the business and the customer NPS metric.

For more information or to apply, email CV to tbradley@welovesalt.com.