Senior Manager/Director - Customer Experience

Our Customer practice is looking for a visionary Customer Experience Senior Manager or Director to join the team. The pace of change in customer experience is accelerating. Customer expectations have evolved, transformative technologies are rapidly maturing, and clients seek material business benefits through differentiated experiences. Our team is passionate about improving customer and colleague experiences within contact centers, supported by a deep understanding of the necessary business and technology changes. We are at the forefront of this wave of change and seek experts to join our experienced team. We desire exceptional individuals who have led and delivered customer experience transformations in customer service or product functions, utilizing modern technologies to deliver significant benefits. Candidates should have a strong viewpoint on applying the latest technologies to enhance customer experience and a track record of implementing impactful changes.

Typical projects include:

• Leading large-scale customer transformation programs from conception through design to delivery.
• Helping clients understand customer needs through research and analysis within a service design framework to reinvent products and services.
• Reimagining the connected customer experience across contact centers and digital channels.
• Advising on appropriate technology architectures for transformative customer experiences, considering market and client maturity.
• Offering expert advice on future customer service operating models.

Your role will include:

• Demonstrating thought leadership in customer experience, maintaining relevance and expertise, especially in emerging technologies, and representing the company at industry events.
• Building successful teams, demonstrating a track record of growth and leadership development.
• Selling and delivering customer or design-led transformation programs that combine design and delivery excellence.
• Staying abreast of the latest customer experience trends and applying them to client work and market propositions.
• Shaping and selling future-oriented customer service work, leveraging strong relationships for commercial success.
• Delivering work that applies technology in contact centers and digital channels, ensuring successful user adoption and managing complex change programs.
• Having deep relationships and understanding in Financial Services or Energy & Resources sectors.

Your skills and experience should include:

• Leadership experience in Customer Service and Customer Experience environments.
• Experience in leading and selling customer transformation programs.
• Practitioner knowledge of integrating design and delivery teams for transformative customer experiences.
• End-to-end experience from strategy through to complex technology implementation.
• Channel expertise across contact centers and digital channels, with knowledge of Digital, Data, and Cloud technologies.
• Deep understanding of emerging technologies and their application to improve customer experience.
• Established relationships in Financial Services (Retail Banking, Wealth & Asset Management, Insurance) or Energy & Resources (Energy Retail, Utilities, Oil & Gas).
• Leadership experience in Agile and hybrid methodologies.
• Proven ability to lead teams and develop internal capabilities.
• Excellent interpersonal skills for navigating complex environments.
• Strong existing client relationships.

What a career at Baringa offers:

• Putting People First: We prioritize wellbeing and offer benefits such as:
• Generous annual leave: 5 weeks plus 2 additional weeks after 5 years of service.
• Flexible working policies and unpaid leave options.
• Corporate Responsibility Days to support social and environmental causes.
• Wellbeing Fund to support personal health and activities.
• Regular promotion reviews based on performance.
• Profit Share Scheme allowing employees to share in company success.