At a Glance
- Tasks: Lead the transformation of customer experience and drive meaningful change across the organisation.
- Company: Join a forward-thinking telecommunications company committed to innovation and customer satisfaction.
- Benefits: Enjoy 28 days holiday, health insurance, pension scheme, and professional development opportunities.
- Other info: Collaborate with diverse teams and influence at the executive level for exceptional results.
- Why this job: Shape the future of customer service and leave a lasting legacy in a dynamic environment.
- Qualifications: Proven leadership in large-scale transformation and deep understanding of customer experience.
This is a pivotal leadership opportunity for a visionary Head of Customer Transformation and Experience to shape the future of how we serve our customers. Sitting at the heart of the organisation, you will lead the transformation of our customer journey, bringing together operations, digital innovation, and insight to create a seamless, customer centric experience. Your work will define how customers feel about us at every touchpoint and will directly influence our reputation, growth, and success. In this role, you will drive meaningful change at scale.
You will lead major transformation programmes, integrate operations across a complex environment, and unlock the full potential of data, technology, and people. This is not simply about improving processes, it is about reimagining how we operate, embedding a culture that puts the customer at the centre of every decision, and delivering outcomes that truly make a difference. For the right individual, this role offers the chance to leave a lasting legacy. You will grow as a strategic leader, expand your influence at executive level, and build capabilities that will define the next stage of your career. You will work in a dynamic, forward thinking environment where innovation is encouraged, where your ideas matter, and where your leadership will inspire others to achieve exceptional results.
JT is committed to building a diverse and inclusive working environment and JT Family. We will ensure that all individuals are provided reasonable accommodation to participate in job applications, interviews, onboarding processes and beyond. Should you require any support or assistance in making your application, please contact us at hrinbox@jtglobal.com.
Key Responsibilities- Lead the organisation’s end to end customer experience strategy, ensuring a consistent and insight led approach.
- Shape and evolve a customer centric operating model across digital, contact centre, field, and network operations.
- Drive data led decision making and embed customer insight into strategic and operational priorities.
- Deliver large scale transformation programmes with clear customer, operational, and financial outcomes.
- Identify and realise efficiency gains and cost to serve improvements through optimisation of customer journeys.
- Lead the integration and simplification of customer journeys and systems across merged entities.
- Ensure customer risk is effectively managed during transformation, maintaining service continuity and trust.
- Influence the digital and technology roadmap to maximise value from automation, AI, and digital capabilities.
- Build organisational capability in customer experience, service design, and continuous improvement.
- Foster strong cross functional collaboration and provide leadership to multidisciplinary teams to deliver results.
- Proven senior leadership experience delivering large scale transformation within telecommunications or similarly complex service environments.
- Demonstrated ability to lead cross functional programmes with clear customer and financial outcomes.
- Deep understanding of customer experience, operational processes, and digital enablement, including data led insight and journey optimisation.
- Strong commercial acumen with experience in cost optimisation, efficiency improvement, and value creation.
- Ability to operate confidently at executive level and influence senior stakeholders.
- Advanced problem solving capability with a strategic, data driven approach to complex challenges.
- Strong change leadership skills with the ability to drive cultural and behavioural transformation.
- Excellent planning and organisational skills, translating strategy into clear and prioritised roadmaps.
- Highly effective communication and relationship building skills, with the ability to align diverse stakeholders.
- Ability to deliver at pace in complex, high pressure environments while maintaining focus on customer and business outcomes.
- 28 days holiday.
- Health & Dental Insurance.
- Pension Scheme.
- Bonus Scheme.
- Fully discounted staff services or cash allowance in lieu.
- Co-working office spaces available for remote employees.
- Professional Development.
- Recharge Days.
Head of Customer Transformation and Experience employer: JT Global Enterprise
JT is an exceptional employer that prioritises innovation and customer-centricity, offering a dynamic work environment in St Helier, Jersey. As the Head of Customer Transformation and Experience, you will have the opportunity to lead transformative initiatives that shape the future of customer engagement while enjoying comprehensive benefits such as health insurance, a pension scheme, and professional development opportunities. With a commitment to diversity and inclusion, JT fosters a culture where your ideas are valued, and your leadership can inspire meaningful change.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Transformation and Experience
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at JT Global Enterprise. 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 JT Global Enterprise 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 Head of Customer Transformation and Experience
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 JT Global Enterprise:Your cover letter is your chance to shine! Tell us why you want to work at JT Global Enterprise 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 JT Global Enterprise!
How to prepare for a job interview at JT Global Enterprise
✨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.
