At a Glance
- Tasks: Lead innovative strategies to enhance customer experiences post-booking.
- Company: Join loveholidays, a trailblazing company redefining holiday booking.
- Benefits: Enjoy competitive salary, training budget, and discounted holidays.
- Other info: Be part of a diverse team focused on personal growth and success.
- Why this job: Make a real impact on millions of customers' holiday experiences.
- Qualifications: Proven experience in CX and service design with strong leadership skills.
The predicted salary is between 60000 - 80000 £ per year.
At loveholidays, we trailblaze together. We’re on a mission to open the world to everyone, giving our customers unlimited choice, unmatched ease and unmissable value for their next getaway. Our team is the driving force behind our role as our customers’ personal holiday expert - the smart way to get away. Here, we're doing things differently to open the world to everyone, and our Customer Experience team is at the forefront of driving cutting-edge innovation. Join our fast-growing business where your ideas are heard and new thinking shapes how millions book their holidays.
You will accelerate your growth in our fast-paced environment, tackling daily challenges and learning from inspiring leaders and teammates. Be empowered to create impact for our future by shaping the most-loved package holiday experience for millions. As we pursue ambitious plans to expand across Europe, you'll be part of a fun-loving international community achieving great things together.
The impact you’ll have
Join our Customer Success team as the Head of CX and Service Design for the Post-Booking Customer Experience, where you'll be instrumental in redefining and maturing how we engage with our customers after they've booked their holiday. Reporting directly to the Director of Customer Strategy, you'll spearhead the initiative to ensure every customer journey and touchpoint, post-booking is meticulously crafted to offer unparalleled experience, enhancing our brand loyalty and positioning us as market leaders.
This role is perfect for a visionary leader who thrives on innovating service design strategies, is passionate about enhancing customer experiences, and is eager to lead a team at the intersection of technology and customer satisfaction. If you're motivated by transformative data-driven decisions, champion efficiency, and aspire to elevate customer engagement, we're excited to connect with you.
Your day-to-day
- Lead the development and execution of groundbreaking service design strategies that elevate post-booking customer experiences through the following capabilities:
- Data-Driven Decision Making: Utilise insights, feedback, and analytics to inform strategic decisions, fostering continuous improvement and measurable outcomes in post-booking CX.
- Journey Mapping & Process Improvement: Leveraging insights to identify friction points within the customer journey, spearheading initiatives that refine service efficiency and customer satisfaction.
- SaaS Operations: Work with this team to define and optimise service design within customer experience technology platforms, ensuring they're fully leveraged to meet our objectives.
- Customer Communications Strategy: Work with the communications lead on defining the strategy for post-booking communications, ensuring they contribute positively to the customer experience and align to the service design for every journey.
- Customer Operations Alignment: Work closely with the contact centre operations leads to make sure CX and service design is aligned to operational activities and objectives.
- Cross-Functional Collaboration: Collaborate with multiple departments such as Data & Insights, CX Tech/Product, Supply & Commercial, Finance, Workforce Planning, and Customer Operations to ensure alignment and execution of a cohesive and integrated post-booking CX strategy.
- Team Leadership: Cultivate, mentor, and lead a team, promoting a culture of customer-centricity, innovation, execution & accountability.
Your skillset
- Proven CX and Service Design Experience: Demonstrated success in leading customer journey mapping and process improvement within dynamic, customer-centric environments.
- Leadership and Team Management: Strong experience in building and guiding multidisciplinary teams to achieve exceptional results.
- CX Tech Platforms: Knowledge of CX technology platforms, particularly CRM systems, and how they can be utilised to enhance customer experiences.
- Cross-Functional Influence: Adept at driving collaboration and influencing decision-making across various departments including product, commercial supply and customer contact operations.
- Strategic and Analytical Thinking: A strategic mindset complemented by a data-driven approach to problem-solving and decision-making.
- Communication Excellence: Outstanding ability to articulate complex concepts clearly and persuasively across different stakeholder groups.
Desirable
- Innovation in CX Tech: A keen interest in and familiarity with the latest in CX technology advancements.
- Contact Centre Proficiency: Knowledge and experience of contact centre technology and operations.
- Cross-Functional Collaboration: Proven track record of effective partnership across departments, especially in integrating CX strategies with broader company objectives.
- Educational Background: Bachelor’s or Master’s degree in Business, Design, Communications, or a related field, with a preference for CCXP certification.
- CCXP certified.
The interview journey
- TA screening - 30 mins
- 1st stage with HM to understand capability level - 60 mins
- Presentation to key stakeholder/s including based on scenario provided, in office - 60 mins
- Final stage exec meeting - 30 mins
Perks of joining us
- Company pension contributions at 5%
- Individualised training budget for you to learn on the job and level yourself up
- Discounted holidays for you, your family and friends
- 25 days of holidays per annum (plus 8 public holidays) increases by 1 day for every second year of service, up to a maximum 30 days per annum
- Enhanced maternity/paternity leave
- Cycle to work scheme, season ticket loan and eye care vouchers
At loveholidays, we focus on developing an inclusive culture and environment that encourages personal growth and collective success. Each individual offers unique perspectives and ideas that increase the diversity and effectiveness of our teams. And we value the insight and potential you could bring on our continued journey.
Head of Customer Experience & Journey Design in London employer: 慨正橡扯
At loveholidays, we pride ourselves on being an exceptional employer that champions innovation and personal growth within a vibrant, inclusive culture. As the Head of Customer Experience & Journey Design, you'll have the opportunity to lead transformative initiatives that shape unforgettable holiday experiences for millions, all while enjoying generous benefits such as a competitive pension scheme, individualised training budgets, and discounted holidays. Join our dynamic team in a fast-paced environment where your ideas are valued, and together, we can redefine the future of travel.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Experience & Journey Design in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at 慨正橡扯. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like 慨正橡扯 before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Experience & Journey Design in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to 慨正橡扯:Your cover letter is your chance to shine! Tell us why you want to work at 慨正橡扯 specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at 慨正橡扯!
How to prepare for a job interview at 慨正橡扯
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
