At a Glance
- Tasks: Lead the design and improvement of customer experiences across the entire lifecycle.
- Company: Join a leading digital infrastructure company transforming the telecoms ecosystem.
- Benefits: Competitive salary, flexible working, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on continuous improvement and innovation.
- Why this job: Shape customer journeys and make a real impact on brand and satisfaction.
- Qualifications: Experience in customer experience, service design, and strong communication skills.
The predicted salary is between 59576 - 65000 £ per year.
Main Purpose of the role
Cornerstone sits at the forefront of UK digital infrastructure, delivering connectivity solutions that support customers, landlords, and partners across the telecom's ecosystem.
As the organisation expands its propositions and enhances customer experience, the Customer Office plays a critical role in driving operational excellence, brand impact, and customer satisfaction.
The Customer Experience Lead is responsible for designing, shaping and continuously improving the end-of-the-end customer experience across the entire customer lifecycle.
This is a strategic enterprise role responsible for ensuring every interaction with Cornerstone reflects our brand, strengthens customer relationships and supports commercial growth.
Working across Sales, Product, Marketing, Delivery, Finance, IT and Corporate Comms, the role connects customer insight, journey design, service blueprinting and operational improvement to create consistently better customer experiences.
The role combines creativity with commercial thinking visualising and designing customer journeys across lead to order and order to cash and influencing cross-functional teams to bring them to life.
As the business experience expert, the Customer Experience Lead ensures customer needs remain central to strategic decision making, proposition development and service delivery to drive customer advocacy and industry reputation.
Scope
The Customer Experience Lead will
- Design and continuously improve the enterprise customer experience.
- Lead Customer Journey Mapping across every stage of the customer lifecycle.
- Build and maintain enterprise Service Blueprints.
- Develop and evolve Voice of Customer capability.
- Translate customer insight into measurable business improvement.
- Improve commercial campaign outcomes and operational moments that matter, building connected journeys across Marketing, Sales, Product and Delivery.
- Support the Key Account Managers in strategic customer relationships through experience optimisation.
- Establish customer experience governance and standards across the business.
- Drive continuous improvement that improves customer satisfaction, efficiency and commercial outcomes.
- Enterprise Customer Experience Strategy
Develop and evolve Cornerstone's customer experience strategy, ensuring every customer touchpoint supports our commercial ambition, strengthens relationships and reinforces our brand.
Create experience principles and standards that guide how customers experience Cornerstone across every interaction.
Customer Journey Design
Own the design of enterprise customer journeys across the full customer lifecycle, including:
- Brand awareness
- Marketing campaigns
- Lead generation
- Sales engagement
- Opportunity development
- Solution design
- Order to delivery
- Project mobilisation
- Service delivery
- Customer communications
- Operational support
- Issue resolution
- Relationship management
- Account growth
- Renewal and retention
- Advocacy
Create visually engaging customer journey maps and service blueprints using tools such as Miro and Figma that simplify complex business processes and align cross-functional teams around a shared customer experience.
- Delivery
- Service Blueprinting
Develop and maintain enterprise service blueprints showing
- customer interactions
- front-stage activities
- back-stage activities
- operational processes
- technology
- ownership
- dependencies
- pain points
- improvement opportunities
Use blueprinting to improve collaboration between commercial and operational teams.
Voice of Customer
Lead the development of Cornerstone's Voice of Customer capability.
- Design listening programmes across multiple stakeholder groups including:
- Customers
- Prospects
- Strategic Accounts
- Landlords
- Suppliers
Translate customer feedback into actionable business improvements rather than simply reporting survey results.
Customer Insight
Analyses customer behaviour, operational performance and customer feedback to identify trends, opportunities and areas requiring improvement.
Produce exec-level insight and recommendations that influence business decisions.
Commercial Experience Optimisation
Partner closely with Marketing to optimise customer acquisition journeys across digital and offline channels.
Work with Sales and Key Account Managers to improve customer engagement throughout the sales cycle, supporting stronger customer relationships and increasing commercial opportunities.
Partner with Product to ensure propositions are designed around genuine customer needs.
Work with Delivery and Operations to improve service interactions, communications and operational touchpoints that shape customer perception.
Customer Governance
Develop customer experience frameworks, governance and standards that embed customer thinking into everyday decision making.
Lead experience workshops with stakeholders to align priorities, improve journeys and drive action.
Leadership Engagement
Act as the enterprise customer experience subject matter expert.
Present customer insight, journey maps and recommendations confidently to Senior Leadership Team, Executive Leadership Team and wider business leadership.
Facilitate workshops that bring together multiple functions to solve customer problems and improve organisational performance.
Continuous Improvement
Identify opportunities to simplify customer interactions, remove unnecessary complexity and improve operational efficiency.
Build prioritised improvement roadmaps with measurable business outcomes.
Key Deliverables
The Customer Experience Lead owns
- Enterprise Customer Journey Framework
- Customer Journey Library
- Service Blueprint Library
- Voice of Customer Programme
- Customer Experience Standards
- Experience Governance Framework
- Customer Insight Reporting
- Customer Experience Roadmap
- Experience Improvement Portfolio
- Executive Experience Dashboards
- Key Relationships
- Internal
- CEO & Senior Leadership Team
- Executive Leadership Team
- Sales
- Product
- Marketing
- Delivery
- Operations
- Finance
- IT & Digital
- Corporate Communications
- Key Account Managers
- External
- Customers
- Strategic Partners
- Industry Analysts
- Professional Bodies
Essential
- Significant experience in Customer Experience, Customer Strategy, Service Design or Customer Operations.
- Experience designing end-to-end customer journeys.
- Experience creating service blueprints.
- Strong commercial awareness and customer growth mindset.
- Experience facilitating workshops with senior stakeholders.
- Strong influencing and stakeholder management skills.
- Ability to translate customer insight into business improvements.
- Excellent presentation and executive communication skills.
- Strong analytical and critical thinking capability.
- Experience delivering cross-functional improvement programmes.
- Enterprise B2B environment.
- Telecom, infrastructure or technology / service sector experience.
- Experience with Voice of Customer programmes.
- Experience supporting strategic account management.
- Technical Capability
Experience using tools such as
- Microsoft Visio
- Power BI
- Excel
- Power Point
- CRM platforms
- Survey platforms
- Customer analytics tools
Operate and uphold Cornerstones' values of Everyone Matters, Innovate to Elevate, Do the Right Thing and Customer First by being Professional, Respectful and Open
#J-18808-Ljbffr
Customer Experience Lead in Theale employer: Cornerstone
At Cornerstone, we pride ourselves on being an excellent employer, offering a supportive work culture where compassion and community impact are at the heart of what we do. Our part-time Compassionate Care Assistants in Peterhead benefit from flexible working hours, comprehensive paid training, and ample opportunities for professional growth, all while making a meaningful difference in the lives of those we serve. Join our dedicated team and experience the rewarding nature of helping individuals lead fulfilling lives in their own homes.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Lead in Theale
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cornerstone. 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 Cornerstone 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 Customer Experience Lead in Theale
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 Cornerstone:Your cover letter is your chance to shine! Tell us why you want to work at Cornerstone 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 Cornerstone!
How to prepare for a job interview at Cornerstone
✨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.
