Head of Customer Experience

Job Title: Head of Customer Experience Salary: £90,000 – £120,000 per annum Location: Remote working with possible travel to London 2-3 times per month About the Company Our client is a technology-driven company that is transforming the telecommunications landscape. About the Role As Head of Customer Experience, you will be responsible for ensuring that customers have a positive experience with the company’s services. You will manage the operational performance of a third-party provider to agreed service levels, own the operational customer relationship, and ensure that customer feedback is addressed appropriately. Key Responsibilities: * Ensure that the company is delivering a good customer experience. * Manage the third-party provider’s operational performance to agreed service levels. * Lead and manage major incidents. * Understand the technical solution and assess the resolution of technical issues. * Own and optimise customer-facing processes. * Provide product ownership for customer-facing portal and reporting systems. * Work with all relevant teams to enhance the process and experience. * Build an understanding of customer behaviours and identify areas for improvement. * Manage external communications with customers and other stakeholders. * Lead and develop a small team. * Identify, agree, and deliver improvements in service design and delivery. * Collaborate with the executive team and contribute to broader business matters. * Use relevant data to support customer initiatives. * Monitor and action customer feedback. * Operate within industry regulations and company policies. * Co-chair the Industry user group and collaborate with relevant external entities. Ideal Candidate: * Bachelor’s degree or equivalent in a relevant field. * Strong and measurable track record in customer experience from a relevant market (Telecoms or Technology industry) * Strong grasp on mapping the customer journey and process best practice. * Detailed understanding of CRM systems, Fault management systems and CX survey technology. * Highly developed interpersonal skills. * Analytically strong with sound decision-making. * Strong written and verbal skills. * Excellent presentation skills. * Experience in successfully managing others. * Able to cultivate productive collaborative relationships. * Resilient and persuasive. * Experience in delivery of ITIL-compliant processes. Benefits: 25 days’ holiday (rising to 30 days with tenure) Enhanced pension scheme Life assurance Private medical insurance Eligible to participate in company bonus scheme To Apply: If you are a highly motivated and experienced customer experience leader with a passion for delivering outstanding service, we encourage you to apply