At a Glance
- Tasks: Lead CX strategy and operations, ensuring seamless customer experiences.
- Company: Join Access, a company passionate about empowering customers and fostering growth.
- Benefits: Enjoy flexible hybrid work, 25 days holiday, matched pension, and charity day.
- Other info: This role is open across the UK, not limited to Loughborough.
- Why this job: Be part of a dynamic team driving innovation in customer experience.
- Qualifications: 10+ years in operations, with 5+ in customer experience or service operations.
The predicted salary is between 48000 - 72000 £ per year.
Head of Customer Experience Strategy, Planning & Control
*** (Please note this role can be hired across the UK and is not limited to our Loughborough office) ***We’re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow.Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what\'s important to them.What does Access offer you?We offer a flexible, hybrid working environment where you can balance work and life while maintaining a strong office team-based culture. We deliver on what we say, taking the development of our people seriously. We’ll work with you to progress your success plan and provide opportunities to accelerate your career.On top of a competitive salary, our standard 25 days holiday (which goes up the longer you’re with us), and a matched pension scheme, you’ll also be able to choose from a range of benefits to suit you. We’re an organisation that likes to give back, so you’ll also have one charity day allocated to support a cause that matters to you. Position summaryWe are seeking an exceptional Head of CX Strategy, Planning & Control to serve as the strategic architect and operational control centre for all CX Go-Centre-Operations operations. This pivotal role reports to the CX Director and combines forward-thinking strategy with rigorous operational governance, ensuring all elements of our customer experience work together seamlessly.You\'ll lead a team of specialists covering quality assurance, resource planning, and operations control whilst driving CX strategy development and acting as the organisational \"glue\" for all CX activities.Key accountabilities and responsibilities:- CX strategy development coordination - lead the development and evolution of CX strategy in alignment with business objectives- Drive AI and automation strategy across all CX operations, identify opportunities for digital transformation, champion modern approaches to operational excellence, ensure CX remains at forefront of innovation Team leadership and development- Act as the operational control centre ensuring all CX activities are coordinated, maintain strategic calendar of key initiatives and milestones with meticulous attention to detail communications leadership- Own all internal and external CX communications- Strategic oversight of workforce planning internationally through Resource Planning Lead, set direction for optimal staffing strategies, oversee seasonal planning and growth requirements- Guide development of predictive models for customer demand through team, oversee scenario planning for business growth and product launches, ensure forecasting accuracy- Own CX operational budget, monitor spend against budget, identify cost-saving opportunities, business case development for investments- Strategic oversight of real-time performance monitoring through Operations ControlKey performance indicators- CX strategy development and execution milestones- Team performance and development metrics- AI and automation initiative implementation success- Resource utilisation and efficiency metrics- Staff scheduling effectiveness and coverage metricsSkills, knowledge, experience & qualifications- Proven experience (10+ years) in operational roles, with at least 5 years in customer experience, contact centres, or service operations.- Recognised expertise in one or more areas: workforce management, quality assurance, operational strategy, or contact centre transformation- Strong understanding of operational planning and control mechanisms- Financial literacy with experience managing significant budgets- Data interpretation skills with ability to derive strategic insights from operational metrics- Experience presenting to and influencing senior stakeholders
#J-18808-LjbffrHead of Customer Experience Strategy, Planning & Control in Loughborough employer: The Access Group
At Access, we pride ourselves on fostering a vibrant and inclusive work culture that champions personal and professional growth. With a flexible hybrid working environment, competitive benefits, and a commitment to employee development, we empower our team members to thrive while making a meaningful impact in customer experience. Join us in a role that not only offers strategic leadership but also the opportunity to innovate and drive change across the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Experience Strategy, Planning & Control in Loughborough
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The Access Group. 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 The Access Group 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 Experience Strategy, Planning & Control in Loughborough
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 The Access Group:Your cover letter is your chance to shine! Tell us why you want to work at The Access Group 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 The Access Group!
How to prepare for a job interview at The Access Group
✨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.
