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For Companies At a Glance
- Tasks: Lead and innovate customer experience strategies to enhance satisfaction and engagement.
- Company: Join Curve, a tech company revolutionising personal finance management.
- Benefits: Competitive salary, share options, health perks, and training opportunities.
- Why this job: Shape the future of customer experience in a dynamic, growing company.
- Qualifications: 8+ years in customer experience management with strong leadership skills.
- Other info: Collaborative culture with excellent career growth and wellness initiatives.
The predicted salary is between 72000 - 108000 £ per year.
Curve was founded with a rebellious spirit and a lofty vision; to truly simplify your finances, so you can focus on what matters most in life. That’s why Curve puts your finances simply at your fingertips, so you can make smart choices on how to spend, send, see and save your money. We help you control your financial life, so you can go out and live the life you want to live.
With Curve you can spend from all your accounts, track spend behaviour and provide insights, and security to protect you from fraud. For the first time giving you bright insights and control of all your money in one beautiful place. We’re developing a ground-breaking product with our customers at the core. Our user base is growing rapidly and we have exceptional metrics. We have funding from the leading names in tech investment, and a visionary leadership team who wants everyone who joins this remarkable adventure to have the autonomy to masterfully develop their expertise.
Welcome to Curve. On a mission to help you live inspired.
Role Purpose
We are seeking an entrepreneurial, driven and strategic leader to join our team as the VP of Customer Experience (CX) to shape the future of CX and deliver a quality service in every single customer interaction. In this role, you will play a pivotal role in shaping and enhancing the overall customer journey and satisfaction, with direct responsibility for both in-house and outsourced customer facing service teams.
Key Accountabilities
- Customer Strategy: Develop and execute a comprehensive customer experience strategy across multiple channels (phone, email, chat etc.) aligned to our mission, goals and objectives.
- Customer Journey Mapping: Partner with our Product team to identify key customer touchpoints and pain points, and lead efforts to optimise the end-to-end customer journey.
- Customer Operations Leadership: Oversee and provide strategic direction for in-house and outsourced customer service teams, ensuring efficient and effective customer support operations through an optimal structure, processes, capabilities and performance management.
- Team Leadership: Build, mentor, and inspire a high-performing customer experience and operations team, fostering a culture of continuous improvement and innovation. Develop young talent within the business and provide clear career progression for team members.
- Customer Insights: Utilise data and customer feedback to gain insights into customer behaviour and preferences, and use this information to drive improvements across our service experience.
- Voice of the Customer: Serve as an advocate for the customer within the organisation, ensuring their needs and expectations are understood and met. Influence across the organisation to ensure decisions and priorities reflect customer needs and challenges.
- Process Optimization: Collaborate with cross-functional teams to streamline processes and remove friction points in customer interactions.
- Technology / Tooling Integration: Leverage technology and digital tools to enhance the customer experience, including the implementation of customer relationship management (CRM) and customer feedback systems.
- Metrics and KPIs: Define and track key performance indicators (KPIs) to measure the effectiveness of customer experience and operations initiatives and report regularly to the executive team.
- Partner and Vendor Management: Partner with outsourced partners to ensure they are equipped to deliver exceptional customer service at a competitive and sustainable cost.
Requirements
- Proven experience (8+ years) in customer experience management or a related role within the technology industry including experience in scaling up and down Contact Centre operations (including outsourcing) in a multi-site, multi-geography setup.
- Strong leadership skills with a track record of building and leading high-performing teams through periods of change.
- Demonstrated success in developing and executing customer experience and operations strategies that drive improved customer satisfaction and loyalty - a proven track record of delivering exceptional service for customers.
- Deeply analytical: use frameworks, customer feedback, data, and analytical tools to help structure the team’s thinking, facilitate alignment across multiple senior stakeholders, and reach insightful, actionable answers to challenging and ambiguous problems.
- Excellent communication, interpersonal, and negotiation skills.
- Broad understanding and familiarity with customer experience technology and tools, and a deep understanding of the technology industry and emerging trends.
- Exceptional problem-solving and decision-making abilities coupled with high emotional intelligence.
- Ability to collaborate effectively across departments and levels of the organisation.
Benefits
- Competitive salary with employee share options package.
- Free Curve Metal subscription for you and +1.
- 10 days per year for training and conferences.
- Life insurance.
- Global work abroad policy.
- Health care cash plan.
- Life coaching.
- EAP services.
- 24 / 7 GP access.
- Annual subscriptions to Calm & FIIT for your mind and body.
- Discounted gym membership.
- Ride to work scheme.
- Electric car scheme.
- Nutritionist access.
- Discounted shopping vouchers.
- Season ticket loan.
- Bonus days off for your birthday, moving house and Christmas.
- Six nights of Night Nanny for new parents.
VP of Customer Experience in Bristol employer: Curve
Contact Detail:
Curve Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land VP of Customer Experience in Bristol
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching Curve’s mission and values. Show us how your experience aligns with our goals, and don’t forget to have some questions ready to impress us!
✨Tip Number 3
Practice your pitch! You want to be able to clearly articulate your experience and how it relates to the VP of Customer Experience role. Keep it concise and engaging.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about joining our team.
We think you need these skills to ace VP of Customer Experience in Bristol
Some tips for your application 🫡
Be Authentic: When you're writing your application, let your true self shine through. We want to see your personality and passion for customer experience. Don’t just list your skills; tell us how they’ve shaped your journey.
Tailor Your Application: Make sure to customise your application to align with our mission at Curve. Highlight your experience in customer experience management and how it relates to the role of VP of Customer Experience. Show us you understand what we’re all about!
Showcase Your Achievements: Don’t hold back on sharing your successes! Use specific examples to demonstrate how you've improved customer satisfaction or led high-performing teams. Numbers and metrics can really make your application stand out.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss any important updates from our team. Plus, it shows you’re keen on joining our adventure!
How to prepare for a job interview at Curve
✨Know Your Customer Experience Strategy
Before the interview, dive deep into Curve's customer experience strategy. Understand their mission to simplify finances and how they aim to enhance customer satisfaction. Be ready to discuss how your past experiences align with their goals and how you can contribute to shaping their customer journey.
✨Showcase Your Leadership Skills
As a VP of Customer Experience, strong leadership is key. Prepare examples of how you've built and led high-performing teams in the past. Highlight your ability to inspire and mentor others, especially during periods of change, as this will resonate well with their focus on team development.
✨Be Data-Driven
Curve values insights from data and customer feedback. Come prepared with examples of how you've used analytics to drive improvements in customer experience. Discuss specific metrics or KPIs you've tracked and how they influenced your decision-making process.
✨Understand Technology Integration
Familiarise yourself with the latest customer experience technologies and tools. Be ready to discuss how you've leveraged technology in previous roles to enhance customer interactions. This will show that you’re not only aware of current trends but also capable of implementing effective solutions.
