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 experience innovation.
- Benefits: Competitive pay, flexible working, and opportunities for professional growth.
- Other info: Collaborative environment with opportunities to influence change at scale.
- Why this job: Make a real impact by shaping seamless, customer-centric experiences.
- Qualifications: Experience in CX strategy and service design is essential.
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.
The role:
- 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 employer: Computer Futures
As a Customer Experience Lead at our company, you will join a dynamic and innovative team dedicated to shaping exceptional customer journeys across both digital and physical touchpoints. We pride ourselves on fostering a collaborative work culture that encourages creativity and professional growth, offering opportunities for continuous learning and development. With a focus on employee well-being and a commitment to delivering meaningful experiences, our London/Midlands location provides a vibrant environment where your contributions will make a significant impact.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Lead
✨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 job opening or can put in a good word for you.
✨Tip Number 2
Show off your skills! Create a portfolio or case studies that highlight your experience in customer experience strategy and design. This will give potential employers a taste of what you can bring to the table.
✨Tip Number 3
Prepare for interviews by researching the company’s CX initiatives. Be ready to discuss how you can enhance their customer journeys and align with their vision. Tailor your answers to show you understand their needs.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Customer Experience Lead
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Customer Experience Lead role. Highlight your experience in CX strategy and service design, and don’t forget to mention any relevant projects that showcase your skills in creating seamless customer journeys.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re passionate about customer-centric experiences. Share specific examples of how you've influenced change in previous roles and how you can bring that expertise to StudySmarter.
Showcase Your Stakeholder Management Skills:In your application, emphasise your ability to work with various stakeholders. We want to see how you've successfully collaborated across teams and managed external agencies to deliver outstanding CX outcomes.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Computer Futures
✨Know Your CX Strategy
Before the interview, dive deep into the company's customer experience strategy. Understand their current approach and think about how you can enhance it. Be ready to discuss specific examples of how you've successfully led CX initiatives in the past.
✨Map Out Customer Journeys
Prepare to talk about your experience with customer journey mapping. Bring examples of how you've designed end-to-end journeys across various channels. This will show your understanding of multi-channel ecosystems and your ability to create seamless experiences.
✨Stakeholder Management Skills
Highlight your experience in managing stakeholders. Think of instances where you've collaborated with different teams or external agencies. Be prepared to discuss how you navigated complex organisational structures to achieve CX goals.
✨Showcase Your Passion
Let your enthusiasm for creating customer-centric experiences shine through. Share stories that demonstrate your passion for influencing change at scale. This will resonate well with the interviewers and show that you're a great fit for the role.
