At a Glance
- Tasks: Lead the transformation of customer experiences and design impactful customer journeys.
- Company: Dynamic organisation in a complex B2B environment focused on customer-centric strategies.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Join a collaborative team dedicated to continuous improvement and strategic change.
- Why this job: Make a real difference by shaping customer experiences and influencing senior stakeholders.
- Qualifications: Experience in Customer Experience, service design, and strong stakeholder management skills.
The predicted salary is between 56059 - 68517 £ per year.
- Customer Experience Lead
- Reading (Hybrid – 3 days per week in the office)
- Permanent
About the Role
An exciting opportunity has arisen for an experienced
Customer Experience Lead to shape and transform the end-to-end customer experience within a growing organisation operating in a complex B2B environment.
This is a strategic role responsible for designing and continuously improving the customer journey across the entire lifecycle —from brand awareness and lead generation through to service delivery, account growth and customer advocacy.
Working across Sales, Marketing, Product, Delivery, Finance, IT, Operations and Corporate Communications, you will combine customer insight, journey design and service blueprinting to create seamless experiences that strengthen customer relationships, improve operational performance and support commercial growth.
If you're passionate about customer-centric transformation and enjoy influencing senior stakeholders across an organisation, this is an excellent opportunity to make a significant impact.
Key Responsibilities
- Develop and evolve the organisation's customer experience strategy .
- Design and continuously improve end-to-end customer journeys across the full customer lifecycle.
- Create and maintain customer journey maps and enterprise service blueprints using tools such as Miro and Figma.
- Lead the development of a
Voice of Customer programme , turning customer feedback into meaningful business improvements.
- Analyse customer behaviour , operational performance and feedback to identify trends and improvement opportunities.
- Produce executive-level insight and recommendations to support strategic decision-making.
- Partner with Marketing to optimise customer acquisition and campaign performance.
- Work closely with Sales and Key Account teams to enhance customer engagement and relationship management.
- Collaborate with Product teams to ensure solutions are designed around genuine customer needs.
- Support Delivery and Operations in improving service interactions and customer communications.
- Establish customer experience governance, frameworks and best practice across the business.
- Facilitate workshops with senior stakeholders to align priorities and drive continuous improvement initiatives.
- Develop prioritised improvement roadmaps with measurable business outcomes.
- Present customer insight, journey maps and recommendations to senior leadership.
About You
We're looking for someone who combines strategic thinking with strong commercial awareness and has a genuine passion for delivering exceptional customer experiences.
You'll bring
- Significant experience in
Customer Experience, Customer Strategy, Service Design or Customer Operations.
- Proven experience designing end-to-end customer journeys and service blueprints .
- Experience leading Voice of Customer programmes .
- Strong commercial awareness with a customer-first mindset.
- Excellent stakeholder management and influencing skills .
- Experience facilitating workshops with senior leaders and cross-functional teams.
- The ability to translate customer insight into practical business improvements.
- Excellent analytical, presentation and communication skills.
- Experience delivering cross-functional transformation and continuous improvement programmes.
- Experience working within a complex B2B environment .
- Experience within telecommunications, technology, infrastructure or a similar service-led industry is highly desirable.
- Experience supporting strategic account management is advantageous.
- Technical Skills
- Experience using a range of customer experience and business tools, including:
- Miro
- Figma
- Microsoft Visio
- Power BI
- Microsoft Excel
- Microsoft Power Point
- CRM platforms
- Survey platforms
- Customer analytics tools
If you're an experienced Customer Experience professional looking to lead strategic change and create meaningful customer impact, we'd love to hear from you.
Customer Experience Lead in Slough employer: Project People
Project People is an exceptional employer that prioritises employee experience and professional growth, making it an ideal place for HR professionals looking to make a meaningful impact. Located in the vibrant city of Glasgow, we offer a collaborative work culture that fosters innovation and continuous improvement, alongside a hybrid working model that promotes work-life balance. Our commitment to developing talent ensures that employees have ample opportunities for advancement within a supportive and dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Lead in Slough
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Project People. 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 Project People 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 Customer Experience Lead in Slough
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 Project People:Your cover letter is your chance to shine! Tell us why you want to work at Project People 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 Project People!
How to prepare for a job interview at Project People
✨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.
