At a Glance
- Tasks: Lead the design of exceptional B2B customer experiences that drive success.
- Company: Leading UK telecoms infrastructure business with a focus on innovation.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Collaborate with cross-functional teams to enhance customer satisfaction and business performance.
- Why this job: Shape customer strategy and make a real impact in a dynamic environment.
- Qualifications: Extensive experience in B2B customer experience and strong analytical skills.
The predicted salary is between 59400 - 72600 £ per year.
Customer Experience Lead - Permanent
Location: Theale, Berkshire (Hybrid – 3 days office / 2 days home)
Are you passionate about designing exceptional B2B customer experiences that drive commercial success?
We're looking for an experienced Customer Experience Lead to shape and deliver the end-to-end customer experience strategy for a leading UK telecoms infrastructure business. This is a newly created, highly visible role where you'll influence how customers engage with the business across every touchpoint, from initial awareness through to long-term partnership.
Working across Sales, Product, Marketing, Delivery and Operations, you'll ensure customer insight is embedded into strategic decision-making, helping to improve customer satisfaction, strengthen relationships and support business growth.
What you'll be doing
- Own and continuously evolve the end-to-end customer experience strategy across the full B2B customer lifecycle.
- Lead customer journey mapping and service blueprinting, creating clear frameworks that improve customer outcomes and align cross-functional teams.
- Develop and drive the Voice of Customer programme, turning customer feedback and behavioural insight into measurable business improvements.
- Partner with Sales, Product, Marketing and Operations to optimise customer acquisition, engagement, delivery and retention.
- Establish customer experience governance, standards and continuous improvement initiatives across the organisation.
- Facilitate workshops with senior stakeholders and present customer insights and recommendations to executive leadership.
- Use customer data, operational performance and commercial insight to identify opportunities to improve customer satisfaction, efficiency and revenue growth.
About you
You'll bring extensive experience in Customer Experience, Customer Strategy within a B2B environment, with a proven ability to influence senior stakeholders and deliver measurable improvements.
You'll also have:
- Experience designing and improving end-to-end customer journeys.
- Expertise in customer journey mapping, service blueprinting and Voice of Customer programmes.
- Strong commercial awareness with the ability to translate customer insight into business performance.
- Excellent stakeholder management, facilitation and executive communication skills.
- Experience delivering cross-functional transformation and continuous improvement initiatives.
- Strong analytical skills with experience using customer data to drive decision-making.
- Experience with tools such as Miro, Figma, Power BI, CRM platforms and customer insight/survey tools.
- Experience within telecoms, technology, infrastructure or another B2B service-based organisation is highly desirable.
This is an excellent opportunity to take ownership of customer experience at an enterprise level, working closely with Sales and Product teams to shape customer strategy and deliver meaningful business impact.
Customer Experience Lead - B2B in Theale 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 - B2B in Theale
✨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 - B2B in Theale
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.
