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- Tasks: Lead the design and delivery of an unforgettable customer journey across various touchpoints.
- Company: Join a dynamic team at UBTC, committed to service excellence and customer satisfaction.
- Benefits: Competitive salary, travel opportunities, and a focus on diversity and inclusivity.
- Why this job: Make a real impact on customer experiences and drive brand loyalty in a vibrant environment.
- Qualifications: 5+ years in customer experience roles; data-driven with strong communication skills.
- Other info: Opportunity for career growth and collaboration with diverse teams.
The predicted salary is between 60000 - 75000 £ per year.
About the Company
The Customer Experience Lead will control the end-to-end design and delivery of the customer journey, ensuring integrated service across ticketing, piers, lounges, and onboard experience. This role works closely with operations, marketing, ticketing, crew management, and IT to create a seamless and memorable customer journey. The Director of Customer Experience builds brand loyalty and trust, setting the tone for service excellence, and embedding a safety and customer-first culture across the organisation.
About the Role
The Customer Experience Lead will control the end-to-end design and delivery of the customer journey, ensuring integrated service across ticketing, piers, lounges, and onboard experience.
Responsibilities
- Set product offerings and design
- Maintain a focus on the customer journey with consistent delivery at every touch point
- Introduce measures for continued improvement based on tangible initiatives and KPIs
- Design, implement, and continually refine the full customer journey ensuring a seamless, safe, and engaging experience at all points, including piers, ticketing, boarding, and onboard services; maintain a focus on consistent delivery at every touch point
- Develop and monitor KPIs related to customer satisfaction, sales conversion, spend per head, and operational experience metrics
- Utilise customer feedback, NPS, surveys, and journey mapping to improve the service experience
- Establish feedback mechanisms and data tools to capture and analyse customer sentiment (e.g., NPS, complaints, mystery shopping), and use insights to inform decisions and prioritise initiatives
- Collaborate with Marketing and IT teams to enhance customer-facing technologies and digital experience such as the mobile app, ticketing, and real-time updates
- Work closely with the CCO to embed customer experience as a core pillar of UBTC’s commercial strategy, linking experience improvements to revenue growth
- Ensure the customer experience consistently reflects UBTC’s brand values and identity across physical, digital, and interpersonal interactions
Qualifications
- Minimum 5 years proven experience in a senior customer experience or service delivery role (transport, hospitality, tourism preferred)
- CCXP and Health & Safety certifications preferred
- Track record of using data and insights to drive customer-focused improvements
- Experience in operational environments with real-time service delivery
- Knowledge of transport regulations, accessibility standards, and safety procedures is advantageous
- Technology literate – familiarity with digital ticketing tools, passenger apps, and feedback platforms
- Proven ability to design and implement customer experience strategies that drive satisfaction, loyalty, and commercial performance
Required Skills
- Outstanding interpersonal and communication skills
- Strong analytical and problem-solving skills
- Strong collaboration and stakeholder management
- Ability to balance high-level vision with day-to-day execution and frontline detail
- Resilient and calm under pressure
Preferred Skills
- Experience in operational environments with real-time service delivery
- Knowledge of transport regulations, accessibility standards, and safety procedures is advantageous
Pay range and compensation package: Role is based at Head Office at Trinity Buoy Wharf with travel around London.
Equal Opportunity Statement: UBTC is committed to diversity and inclusivity.
Customer Experience Lead employer: Uber Boat by Thames Clippers
Contact Detail:
Uber Boat by Thames Clippers Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Lead
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its customer experience strategies. Be ready to discuss how your skills align with their goals, especially around enhancing the customer journey.
✨Tip Number 3
Showcase your achievements! Bring examples of how you've improved customer satisfaction or driven loyalty in previous roles. Numbers speak volumes, so don’t shy away from sharing KPIs you've influenced.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're genuinely interested in being part of our team and contributing to an amazing customer experience.
We think you need these skills to ace Customer Experience Lead
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Experience Lead role. Highlight your relevant experience in customer journey design and service delivery, and show us how you can contribute to creating a seamless experience across all touchpoints.
Showcase Your Data Skills: We love data-driven decision-making! Include examples of how you've used customer feedback, KPIs, or analytics to improve service experiences in your previous roles. This will demonstrate your ability to drive customer-focused improvements.
Be Personable: Your communication skills are key! Use a friendly tone in your application to reflect your outstanding interpersonal skills. We want to see how you connect with customers and stakeholders alike, so let your personality shine through.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at Uber Boat by Thames Clippers
✨Know the Customer Journey Inside Out
Make sure you understand every aspect of the customer journey as outlined in the job description. Familiarise yourself with how ticketing, lounges, and onboard experiences work together. This will help you demonstrate your ability to control and enhance the end-to-end design during the interview.
✨Showcase Your Data-Driven Mindset
Be prepared to discuss how you've used data and insights in previous roles to drive customer-focused improvements. Bring examples of KPIs you've monitored and how they influenced your decisions. This will show that you can effectively utilise customer feedback and metrics to enhance the service experience.
✨Highlight Your Collaboration Skills
Since this role involves working closely with various teams like marketing and IT, be ready to share examples of successful collaborations from your past. Talk about how you’ve worked with different stakeholders to achieve a common goal, especially in enhancing customer-facing technologies.
✨Demonstrate Your Problem-Solving Abilities
Prepare to discuss specific challenges you've faced in customer experience roles and how you resolved them. Highlight your analytical skills and your ability to remain calm under pressure, as these are crucial for maintaining service excellence in operational environments.