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- Tasks: Lead the design and mapping of customer journeys for Telco/Communications solutions.
- Company: Join a leading London-based tech organisation with a focus on innovation.
- Benefits: Enjoy a car allowance, training, great holidays, and comprehensive medical benefits.
- Why this job: Make a real impact by enhancing customer experiences in a dynamic tech environment.
- Qualifications: Proven experience in customer experience leadership within Telco/Communications.
- Other info: Mainly remote role with just 2 days a month in London.
The predicted salary is between 36000 - 60000 £ per year.
This is a fantastic permanent opportunity with a leading London‐based tech organisation. The position is mainly remote with around 2 days per month in central London, working from home the rest.
As Customer Experience Lead, previous experience leading the customer journey for Telco / IT focused solutions is essential. Experience within Communications (ideally Cloud, UC, UCaaS, Contact Centre etc) is also essential. You should have experience understanding existing customer experience, mapping and reporting on journey, key touchpoints and metrics. The role will analyse customer touchpoints and journeys to design and map improvements, continuously enhancing the end customer experience. You will collaborate closely with Sales and Operations, focusing predominantly on the post‐sales journey while also helping shape pre‐sales processes and best practices. Excellent communication, collaboration and presentation skills are essential.
Key Responsibilities- Lead the design and mapping of end‐to‐end customer journey for Telco/Communications solutions.
- Analyse and report on customer touchpoints, metrics and journey outcomes.
- Collaborate with Sales, Operations and pre‐sales teams to implement best practices.
- Continuously improve customer experience based on insights and data.
- Proven commercial track record as Customer Experience Lead on Telco / Communications solutions.
- Experience with UC, UCaaS, Contact Centre or similar.
- Strong knowledge of post‐sales e2e customer journey design & mapping.
- Metrics and reporting expertise.
- Excellent communication and presentation skills.
- ITIL.
- Agile.
- Car allowance (£500).
- Training and career development.
- Great holiday, medical (including family), life assurance, gym, breakdown, 3rd‐party discounts, etc.
Location: Role requires 2 days per month onsite in London. Your application must clearly state availability. Applications without specified location may be rejected.
Seniority Level: Mid‐Senior level
Employment Type: Full‐time
Job Function: Marketing
Industries: Marketing Services
Customer Experience Lead IT, Telco, UCaaS, Mainly remote (2d/m LDN) in London employer: Dively Communications.com
Contact Detail:
Dively Communications.com Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Lead IT, Telco, UCaaS, Mainly remote (2d/m LDN) in London
✨Tip Number 1
Network like a pro! Reach out to folks in the industry on LinkedIn or at events. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to customer experience in Telco and IT. We want you to shine when discussing your insights and strategies!
✨Tip Number 3
Showcase your skills with a portfolio or case studies. Highlight your previous successes in mapping customer journeys and improving experiences. It’s all about proving you can deliver results!
✨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 take that extra step!
We think you need these skills to ace Customer Experience Lead IT, Telco, UCaaS, Mainly remote (2d/m LDN) in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Experience Lead role. Highlight your experience in Telco and IT solutions, and don’t forget to showcase your skills in mapping customer journeys and analysing touchpoints.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for this role. Mention specific experiences that relate to the job description, especially around collaboration with Sales and Operations.
Showcase Your Metrics Expertise: Since metrics and reporting are key in this role, make sure to include any relevant data or achievements in your application. We want to see how you've used data to improve customer experiences in the past!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Dively Communications.com
✨Know Your Customer Journey
Make sure you understand the end-to-end customer journey for Telco and IT solutions. Be ready to discuss how you've previously mapped and improved customer experiences, as this will show your expertise in the field.
✨Showcase Your Collaboration Skills
Since the role involves working closely with Sales and Operations, prepare examples of how you've successfully collaborated with different teams in the past. Highlight any specific projects where teamwork led to improved customer outcomes.
✨Metrics Matter
Be prepared to talk about the metrics you've used to analyse customer touchpoints and journeys. Discuss how you've leveraged data to drive improvements in customer experience, as this will demonstrate your analytical skills.
✨Communicate Clearly
Excellent communication is key for this role. Practice articulating your thoughts clearly and confidently. Consider doing mock interviews to refine your presentation skills, ensuring you can convey your ideas effectively during the actual interview.
