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- Tasks: Lead a global team to enhance customer experience and drive business transformation.
- Company: Join the LEGO Group, a world-renowned brand dedicated to creativity and play.
- Benefits: Enjoy flexible hybrid work, generous discounts, wellbeing resources, and enhanced family care leave.
- Why this job: Be part of a dynamic culture that values creativity, collaboration, and making a positive impact.
- Qualifications: Proven leadership in global contact centres with strong strategic thinking and communication skills.
- Other info: Applications are reviewed continuously, so apply early to secure your chance!
The predicted salary is between 60000 - 84000 £ per year.
Director of Customer Experience- Content and Optimisation
Join to apply for the Director of Customer Experience- Content and Optimisation role at the LEGO Group
Director of Customer Experience- Content and Optimisation
Join to apply for the Director of Customer Experience- Content and Optimisation role at the LEGO Group
Job Description
Join our industry leading contact centre team as our Director of Customer Experience- Content and Optimisation and play your part in enhancing our customer experience!
We are looking for an inspirational people leader with a strong background in contact centre strategy. In this exciting role, you will demonstrate your skills in business transformation, lead a cross-functional team and display adaptability to navigate changing priorities, guiding your global team to achieve success aligned with our vision to be a true differentiator for the LEGO brand.
Job Description
Join our industry leading contact centre team as our Director of Customer Experience- Content and Optimisation and play your part in enhancing our customer experience!
We are looking for an inspirational people leader with a strong background in contact centre strategy. In this exciting role, you will demonstrate your skills in business transformation, lead a cross-functional team and display adaptability to navigate changing priorities, guiding your global team to achieve success aligned with our vision to be a true differentiator for the LEGO brand.
The Director of Customer Experience- Content and Optimisation leads a global centre of excellence supporting our contact centre operations. The team consists of employees based in the US, Europe and Asia and covers a range of diverse functions including content creation, tech-enabled knowledge management, change leadership, compliance and continuous improvement.
Core Responsibilities
- Providing inspirational strategic leadership for our Content & Optimisation team, a diverse, international team with a global and long-term strategic orientation.
- Great people management for their direct team of managers and senior managers, providing direction, sparring, feedback and supporting their development as experts in their fields – leading leaders, inspiring through multiple layers.
- As part of the Consumer & Shopper Engagement (CSE) Leadership Team, participates in strategic direction setting and leadership of the entire department.
- Influences senior stakeholders to take a customer-centric approach, to enable collaboration and to deliver the innovation to meet future department and consumer needs.
- Develops and improves ways of working, bringing knowledge of future-oriented digital and business optimisation techniques to set ambitious standards for the team and the work it contributes to CSE experiences and services.
- Collaborates effectively across the LEGO Group, working closely with internal teams including product development, brand, corporate comms, digital technology, various marketing functions and ecommerce.
Do You Have What It Takes
- Proven people leader who is well versed in managing global teams.
- Broad experience within a global contact centre environment.
- Possess senior strategic thinking with an ability to continuously adapt to changing priorities, synthesising and analysing information.
- Ability to influence through presentations, networking and collaboration.
- Excellent communication skills.
- Relevant experience in process and change management, strategic change leadership or written content creation would be beneficial.
Play your part in our team succeeding
Consumer & Shopper Engagement (CSE) supports The LEGO Group by providing world-class service through diverse customer interactions. CSE helps protect the brand while creating lasting relationships and loyalty through engagement and service!
The Director of Customer Experience- Content and Optimisation plays an important role in delivering the overall strategy of the CSE department with their own team’s strategy forming an important part of the long-term mission. Setting direction for the managers and senior managers within the Content & Optimisation team, they bring together experienced leaders and leverage the advantages of cross-functional working through an aligned global approach.
Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you\’re interested in this role we encourage you to apply as soon as possible.
What’s in it for you?
Here is what you can expect
Family Care Leave – We offer enhanced paid leave options for those important times.
Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.
Wellbeing – We want our people to feel well and thrive. We offer resources and benefits to nurture physical and mental wellbeing along with opportunities to build community and inspire creativity.
Colleague Discount – We know you\’ll love to build, so from day 1 you will qualify for our generous colleague discount.
Bonus – We do our best work to succeed together. When goals are reached and if eligible, you\’ll be rewarded through our bonus scheme.
Workplace – When you join the team you\’ll be assigned a primary workplace location i.e. one of our Offices, stores or factories. Our hybrid work policy means an average of 3 days per week in the office. The hiring team will discuss the policy and role eligibility with you during the recruitment process.
Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.
The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age and religion) to apply for roles in our team.
The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.
Thank you for sharing our global commitment to Children’s Rights.
Just imagine building your dream career.
Then make it real.
Join the LEGO team today.
Seniority level
-
Seniority level
Director
Employment type
-
Employment type
Full-time
Job function
-
Job function
Other
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Industries
Manufacturing
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Director of Customer Experience- Content and Optimisation employer: the LEGO Group
Contact Detail:
the LEGO Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director of Customer Experience- Content and Optimisation
✨Tip Number 1
Familiarise yourself with the LEGO Group's values and mission. Understanding their commitment to creativity, play, and children's rights will help you align your leadership style and strategic vision with their goals during interviews.
✨Tip Number 2
Network with current or former employees of the LEGO Group, especially those in customer experience roles. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully led global teams in a contact centre environment. Highlight your experience in business transformation and change management to demonstrate your capability to drive results.
✨Tip Number 4
Stay updated on the latest trends in customer experience and digital optimisation. Being able to speak knowledgeably about innovative strategies will show that you're forward-thinking and ready to contribute to the LEGO Group's success.
We think you need these skills to ace Director of Customer Experience- Content and Optimisation
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer experience, contact centre strategy, and leadership. Use specific examples that demonstrate your ability to lead global teams and manage change effectively.
Craft a Compelling Cover Letter: In your cover letter, express your passion for enhancing customer experiences and your strategic vision for the role. Mention how your background aligns with the LEGO Group's values and mission, and provide examples of past successes in similar roles.
Showcase Leadership Skills: Emphasise your people management skills and your experience in leading cross-functional teams. Highlight instances where you have inspired and developed leaders within your team, as this is crucial for the Director position.
Demonstrate Strategic Thinking: Illustrate your ability to think strategically by discussing how you've previously influenced senior stakeholders and driven innovation. Use concrete examples to show how you've adapted to changing priorities and synthesised information to achieve results.
How to prepare for a job interview at the LEGO Group
✨Showcase Your Leadership Skills
As a Director of Customer Experience, you'll need to demonstrate your ability to lead and inspire teams. Prepare examples of how you've successfully managed diverse teams in the past, focusing on your approach to mentoring and developing leaders within your team.
✨Understand the LEGO Brand
Familiarise yourself with the LEGO brand values and customer engagement strategies. Be ready to discuss how your vision aligns with their mission to enhance customer experience and how you can contribute to making the LEGO brand a true differentiator.
✨Prepare for Strategic Discussions
Expect to engage in conversations about strategic direction and business transformation. Brush up on your knowledge of contact centre strategies and be prepared to share innovative ideas that could improve processes and customer interactions.
✨Demonstrate Adaptability
The role requires navigating changing priorities effectively. Prepare to discuss situations where you've had to adapt quickly to new challenges or changes in strategy, highlighting your problem-solving skills and flexibility.