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- Tasks: Lead initiatives to enhance customer satisfaction and loyalty across the organization.
- Company: Join a dynamic team focused on delivering exceptional customer experiences in London or Leeds.
- Benefits: Enjoy competitive salary, 25 days leave, wellness benefits, and a matched pension contribution.
- Why this job: Be part of a passionate team driving impactful change and shaping customer journeys.
- Qualifications: Strong CX experience, analytical mindset, and excellent communication skills required.
- Other info: Opportunity to work cross-functionally and engage with external consultants for innovative solutions.
The predicted salary is between 43200 - 72000 £ per year.
We are seeking a strategic and results-driven Customer Experience (CX) Director to lead initiatives that optimise the customer journey and enhance satisfaction, loyalty, and advocacy. Based in London or Leeds, you will work cross-functionally to address pain points, improve processes, and deliver exceptional experiences aligned with our brand values and business objectives while ensuring the customer remains central to every decision.
What will you be doing?
- Design, in conjunction with stakeholders, and execute the CX strategy to improve satisfaction and retention across the existing customer base
- Future proof/upgrade as necessary for new/future customers.
- Champion a customer-centric culture across the organization and establish and report on KPIs to measure CX success.
- Map and analyze the customer journey, addressing pain points and opportunities, making recommendations for change/enhancements/
- Collaborate with teams to deliver seamless and engaging experiences.
- Monitor customer feedback channels and use feedback to inform and improve strategies.
- Engage and manage external consultants or agencies as needed to support CX initiatives.
- Oversee vendor relationships to ensure quality and timely outcomes.
- Partner with stakeholders in marketing, sales, product, and operations to align efforts, messaging and service delivery.
- Develop systems to collect and analyse customer insights for data-driven decisions.
We tend to look for people with:
Essential
- Strong CX, customer success, or related experience, ideally in a matrix organization
- Expertise in customer journey mapping, CX technologies, and analytics.
- Proven ability to influence and drive outcomes across cross-functional teams.
- Experience managing external vendors or consultants to deliver impactful results.
- Strong interpersonal and communication skills, with the ability to collaborate at all levels.
- Analytical mindset with a track record of improving customer metrics and business growth.
- Comfortable thriving in a fast-paced, collaborative environment.
What’s in it for you?
- Competitive salary + Bonus
- 25 days annual leave with the option to purchase 5 more
- Access to wellbeing and mental health benefits such as the Calm app, personal medical, critical illness cover and dental insurance
- Matched pension contribution up to 10%
- Access to our online learning platform to continue to develop and grow your career with us
- The chance to join an innovative, fast-paced and passionate team
Who we are:
Liberty Blume, a Liberty Global company, is a rapidly growing business services provider, specialising in tech-enabled back-office solutions. Our mission is to deliver efficiency, scale and value to our customers through Business, Procurement and Financial Solutions. If you’re curious, customer centric and enjoy being one step ahead, join us on our scale up journey and unlock your freedom to grow!
Liberty Global is an equal opportunity employer, committed to an inclusive environment and accommodating all candidates. We’re eager to hear from you, no matter your background.
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Director, Customer Experience employer: Liberty Global
Contact Detail:
Liberty Global Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director, Customer Experience
✨Tip Number 1
Familiarize yourself with the latest trends in customer experience and be prepared to discuss how you can apply them at StudySmarter. Research our current CX initiatives and think about how you can enhance them.
✨Tip Number 2
Prepare examples from your past experiences where you've successfully improved customer satisfaction or retention. Be ready to share specific metrics that demonstrate your impact.
✨Tip Number 3
Showcase your ability to work cross-functionally by thinking of ways to collaborate with different teams at StudySmarter. Highlight any previous experiences where you’ve successfully partnered with other departments.
✨Tip Number 4
Understand the importance of data in driving customer experience decisions. Be prepared to discuss how you would leverage customer insights and analytics to inform your strategies at StudySmarter.
We think you need these skills to ace Director, Customer Experience
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly understand the responsibilities and expectations of the Customer Experience Director position. Tailor your application to highlight relevant experiences that align with the job description.
Highlight Relevant Experience: Emphasize your experience in customer journey mapping, CX technologies, and analytics. Provide specific examples of how you've improved customer satisfaction and retention in previous roles.
Showcase Leadership Skills: Demonstrate your ability to lead cross-functional teams and influence outcomes. Include examples of how you've championed a customer-centric culture and collaborated with various stakeholders.
Craft a Compelling Cover Letter: Write a cover letter that not only summarizes your qualifications but also conveys your passion for enhancing customer experiences. Make sure to connect your personal values with the company's brand values.
How to prepare for a job interview at Liberty Global
✨Showcase Your Strategic Thinking
As a CX Director, you'll need to demonstrate your ability to design and execute a customer experience strategy. Prepare examples of past initiatives where you've successfully improved customer satisfaction and retention, highlighting your strategic approach and results.
✨Emphasize Cross-Functional Collaboration
This role requires working closely with various teams. Be ready to discuss how you've collaborated with marketing, sales, product, and operations in previous roles. Share specific instances where your collaboration led to enhanced customer experiences.
✨Demonstrate Analytical Skills
An analytical mindset is crucial for this position. Prepare to talk about how you've used data to inform decisions and improve customer metrics. Bring examples of KPIs you've established and how they impacted the business.
✨Highlight Customer-Centric Culture Advocacy
You'll be expected to champion a customer-centric culture. Discuss how you've fostered this mindset in previous organizations, including any training or initiatives you've led to ensure that customer needs are prioritized across teams.
