At a Glance
- Tasks: Lead the design of exceptional customer journeys across digital and physical touchpoints.
- Company: Join a forward-thinking company focused on customer-centric experiences.
- Benefits: Competitive pay, flexible working, and opportunities for professional growth.
- Other info: Dynamic role with travel opportunities and collaboration across diverse teams.
- Why this job: Make a real impact by shaping seamless customer experiences and driving change.
- Qualifications: Experience in CX strategy and service design with strong stakeholder management skills.
The predicted salary is between 60000 - 75000 £ per year.
We're looking for a strategic and hands-on Customer Experience (CX) Lead to shape and deliver exceptional, end-to-end customer journeys across our digital and physical touchpoints.
As CX Lead, you will define and drive our customer experience vision - translating business, customer, and policy objectives into clear design principles, standards, and innovative concepts. You will ensure a seamless, consistent 'look and feel' across web and mobile channels, while aligning with wider touchpoints such as contact centres, retail environments, and frontline teams.
You will own the design of end-to-end customer journeys, leading both experience and business process design. Working cross-functionally, you'll specify the business changes and technical requirements needed to deliver measurable CX outcomes. You'll also act as the key escalation point for external design agencies and suppliers, ensuring quality, consistency, and alignment to strategy.
Key responsibilities:- Lead CX strategy, turning commercial and customer insights into actionable design principles and concepts
- Define and evolve end-to-end customer journeys across digital and offline channels
- Establish a consistent, high-quality experience across web, app, and supporting touchpoints
- Design integrated experiences across contact centres, retail, and staff interactions
- Drive experience and process design, identifying required business change and technology solutions
- Collaborate with stakeholders across product, technology, and operations to deliver CX improvements
- Manage and guide external agencies and suppliers, acting as an escalation point where required
What we're looking for:
- Proven experience leading CX strategy and service/experience design
- Strong understanding of multi-channel ecosystems and customer journey mapping
- Ability to bridge strategy, design, and delivery (business + technical)
- Confident stakeholder manager with experience working across complex organisations
- Experience working with agencies and third-party suppliers
This is for someone passionate about creating seamless, customer-centric experiences and influencing change at scale.
Customer Experience Lead in City of London employer: Computer Futures
At Computer Futures, we pride ourselves on fostering a dynamic and inclusive work culture that empowers our employees to thrive. As a Customer Experience Lead, you will have the opportunity to shape innovative customer journeys while collaborating with diverse teams across London and the Midlands. We offer competitive remuneration, professional development opportunities, and a commitment to work-life balance, making us an excellent employer for those seeking meaningful and rewarding careers in customer experience.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Lead in City of London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on a great opportunity.
✨Tip Number 2
Prepare for interviews by researching the company and its CX strategies. Show us you understand their vision and how you can contribute to creating those seamless customer journeys.
✨Tip Number 3
Practice your storytelling skills! Be ready to share examples of how you've led CX initiatives in the past. We want to hear about your successes and how you tackled challenges.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Customer Experience Lead in City of London
Some tips for your application 🫡
Show Your Passion for CX:When you're writing your application, let your enthusiasm for customer experience shine through. We want to see how passionate you are about creating seamless, customer-centric experiences that make a real difference.
Tailor Your Application:Make sure to customise your application to highlight your relevant experience in CX strategy and design. We love seeing how your skills align with our needs, so don’t be shy about showcasing your journey mapping and stakeholder management expertise!
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so use simple language to explain your achievements and how they relate to the role. Remember, we’re looking for someone who can bridge strategy and delivery effortlessly!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Computer Futures
✨Know Your CX Strategy
Before the interview, dive deep into the company's current customer experience strategy. Understand their goals and challenges, and think about how your experience can align with their vision. This will show that you're not just interested in the role, but also invested in their success.
✨Map Out Customer Journeys
Be prepared to discuss specific examples of customer journey mapping you've done in the past. Bring along a few case studies or examples that highlight your ability to design seamless experiences across multiple channels. This will demonstrate your hands-on experience and strategic thinking.
✨Engage with Stakeholders
Think about how you’ve collaborated with different teams in previous roles. Be ready to share stories about how you managed stakeholder expectations and drove cross-functional projects. This will showcase your ability to bridge strategy and delivery, which is crucial for this role.
✨Showcase Your Passion
Let your enthusiasm for creating exceptional customer experiences shine through. Share what excites you about the role and how you envision influencing change at scale. A genuine passion for customer-centric design can set you apart from other candidates.
