• Job Title: Head of Customer Experience 
• Salary: £90,000 - £120,000 per annum 
• Location: Remote working with possible travel to London 2-3 times per month

About the Company 

Our client is a technology-driven company that is transforming the telecommunications landscape.  

About the Role 

As Head of Customer Experience, you will be responsible for ensuring that customers have a positive experience with the company’s services.  You will manage the operational performance of a third-party provider to agreed service levels, own the operational customer relationship, and ensure that customer feedback is addressed appropriately.  

Key Responsibilities: 

• Ensure that the company is delivering a good customer experience.  
• Manage the third-party provider’s operational performance to agreed service levels.  
• Lead and manage major incidents.  
• Understand the technical solution and assess the resolution of technical issues.  
• Own and optimise customer-facing processes.  
• Provide product ownership for customer-facing portal and reporting systems.  
• Work with all relevant teams to enhance the process and experience.  
• Build an understanding of customer behaviours and identify areas for improvement.  
• Manage external communications with customers and other stakeholders.  
• Lead and develop a small team.  
• Identify, agree, and deliver improvements in service design and delivery.  
• Collaborate with the executive team and contribute to broader business matters.  
• Use relevant data to support customer initiatives.  
• Monitor and action customer feedback.  
• Operate within industry regulations and company policies.  
• Co-chair the Industry user group and collaborate with relevant external entities. 

Ideal Candidate: 

• Bachelor’s degree or equivalent in a relevant field.  
• Strong and measurable track record in customer experience from a relevant market Telecoms or Technology industry)
• Strong grasp on mapping the customer journey and process best practice.  
• Detailed understanding of CRM systems, Fault management systems and CX survey technology.  
• Highly developed interpersonal skills.  
• Analytically strong with sound decision-making.  
• Strong written and verbal skills.  
• Excellent presentation skills.  
• Experience in successfully managing others.  
• Able to cultivate productive collaborative relationships.  
• Resilient and persuasive.  
• Experience in delivery of ITIL-compliant processes.  

Benefits: 

• 25 days’ holiday (rising to 30 days with tenure)  
• Enhanced pension scheme  
• Life assurance  
• Private medical insurance  
• Eligible to participate in company bonus scheme