Head of Customer Experience

Job Title: Head of Customer Experience\\n\\nSalary: £90,000 – £120,000 per annum\\n\\nLocation: Remote working with possible travel to London 2-3 times per month\\n\\nAbout the Company\\n\\nOur client is a technology-driven company that is transforming the telecommunications landscape.\\n\\nAbout the Role\\n\\nAs 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.\\n\\nKey Responsibilities:\\n\\n * Ensure that the company is delivering a good customer experience.\\n\\n * Manage the third-party provider’s operational performance to agreed service levels.\\n\\n * Lead and manage major incidents.\\n\\n * Understand the technical solution and assess the resolution of technical issues.\\n\\n * Own and optimise customer-facing processes.\\n\\n * Provide product ownership for customer-facing portal and reporting systems.\\n\\n * Work with all relevant teams to enhance the process and experience.\\n\\n * Build an understanding of customer behaviours and identify areas for improvement.\\n\\n * Manage external communications with customers and other stakeholders.\\n\\n * Lead and develop a small team.\\n\\n * Identify, agree, and deliver improvements in service design and delivery.\\n\\n * Collaborate with the executive team and contribute to broader business matters.\\n\\n * Use relevant data to support customer initiatives.\\n\\n * Monitor and action customer feedback.\\n\\n * Operate within industry regulations and company policies.\\n\\n * Co-chair the Industry user group and collaborate with relevant external entities.\\n\\nIdeal Candidate:\\n\\n * Bachelor’s degree or equivalent in a relevant field.\\n\\n * Strong and measurable track record in customer experience from a relevant market (Telecoms or Technology industry)\\n\\n * Strong grasp on mapping the customer journey and process best practice.\\n\\n * Detailed understanding of CRM systems, Fault management systems and CX survey technology.\\n\\n * Highly developed interpersonal skills.\\n\\n * Analytically strong with sound decision-making.\\n\\n * Strong written and verbal skills.\\n\\n * Excellent presentation skills.\\n\\n * Experience in successfully managing others.\\n\\n * Able to cultivate productive collaborative relationships.\\n\\n * Resilient and persuasive.\\n\\n * Experience in delivery of ITIL-compliant processes.\\n\\nBenefits:\\n\\n25 days’ holiday (rising to 30 days with tenure)\\n\\nEnhanced pension scheme\\n\\nLife assurance\\n\\nPrivate medical insurance\\n\\nEligible to participate in company bonus scheme\\n\\nTo Apply:\\n\\nIf you are a highly motivated and experienced customer experience leader with a passion for delivering outstanding service, we encourage you to apply