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For Companies At a Glance
- Tasks: Lead the charge in transforming customer experiences and optimising processes.
- Company: Join a leading Utilities firm with a focus on innovation and excellence.
- Benefits: Enjoy a competitive salary, performance bonuses, private healthcare, and flexible working.
- Why this job: Make a real impact by shaping customer journeys in a newly created leadership role.
- Qualifications: 5+ years in customer experience leadership, preferably in the energy sector.
- Other info: Be part of a dynamic team that values empathy, accountability, and innovation.
The predicted salary is between 36000 - 60000 £ per year.
Head of Customer Experience
Artemis Human Capital is proud to be exclusively partnering with a leading Utilities firm to recruit a Head of Customer Experience (CX), as the company transitions to its new state-of-the-art offices in Mallusk.
This is an exciting newly created leadership role, reporting directly to the Sales Director, with a strategic focus on elevating the customer journey and delivering excellence at every touchpoint. The ideal candidate will bring a strong background in leading large-scale operational teams, with a proven track record of optimising processes and implementing impactful customer-centric strategies.
Key Responsibilities
- Develop and execute a comprehensive CX strategy aligned with business goals.
- Lead and inspire cross-functional teams to deliver exceptional customer experiences.
- Establish and monitor CX metrics, KPIs, and feedback loops to drive continuous improvement.
- Champion customer advocacy and ensure the voice of the customer is embedded in decision-making.
- Collaborate with sales, onboarding, billing, and marketing teams to enhance customer touchpoints.
- Implement best-in-class CX practices and digital tools to streamline customer interactions.
- Manage customer feedback channels and oversee resolution of escalated issues.
- Stay abreast of industry trends and regulatory changes impacting customer experience.
Qualifications
- 5+ years of experience in customer experience leadership roles, preferably in the energy sector.
- Proven track record of implementing successful CX strategies and initiatives.
- Strong leadership, communication, and stakeholder management skills.
- Expertise in CX tools, CRM systems, and customer journey mapping.
- Analytical mindset with the ability to interpret data and drive insights.
Leadership & Best Practices
The Head of CX will be a strategic leader who fosters a culture of empathy, accountability, and innovation. They will lead by example, mentor teams, and promote best practices in customer engagement, service design, and operational excellence. This role requires a proactive mindset, resilience, and the ability to influence at all levels of the organisation.
Compensation & Benefits
- Performance Bonus: Up to 25% of base salary
- Private healthcare
- Pension scheme with employer contribution of 8%
- 25 days annual leave plus public holidays
- Flexible and hybrid working arrangements
- Life insurance and income protection
- Professional development and training
Contact
Nicky Strutt for more information
#J-18808-Ljbffr
Head of Customer Experience - newly created role! employer: Artemis Search & Selection Limited
Contact Detail:
Artemis Search & Selection Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Experience - newly created role!
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at the company you're eyeing. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by researching the company's customer experience strategies. Show them you know their stuff and can bring fresh ideas to the table. We want to see your passion for elevating the customer journey!
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've led teams and improved customer experiences in the past. We love hearing about real-life successes that align with the role.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can keep you top of mind and show your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’re the perfect fit!
We think you need these skills to ace Head of Customer Experience - newly created role!
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Head of Customer Experience role. Highlight your experience in leading operational teams and any customer-centric strategies you've implemented. We want to see how your background aligns with our goals!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer experience and how you can elevate the customer journey. Be sure to mention specific examples that showcase your leadership skills.
Showcase Your Analytical Skills: Since this role involves monitoring CX metrics and KPIs, make sure to highlight your analytical mindset. Share examples of how you've used data to drive insights and improve customer experiences in your previous roles.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Artemis Search & Selection Limited
✨Know Your CX Strategies
Make sure you’re well-versed in customer experience strategies, especially those relevant to the utilities sector. Be ready to discuss specific examples of how you've optimised processes and implemented customer-centric initiatives in your previous roles.
✨Showcase Leadership Skills
As this role is a leadership position, prepare to demonstrate your ability to inspire and lead cross-functional teams. Think of instances where you’ve successfully motivated teams to deliver exceptional customer experiences and be ready to share those stories.
✨Understand Metrics and KPIs
Familiarise yourself with key customer experience metrics and how they drive continuous improvement. Be prepared to discuss how you’ve established and monitored these metrics in past roles, and how they influenced decision-making.
✨Stay Current with Industry Trends
Research the latest trends and regulatory changes in the customer experience landscape, particularly in the energy sector. This will not only show your passion for the field but also your proactive mindset, which is crucial for this role.
