At a Glance
- Tasks: Lead the design and delivery of an unforgettable customer journey across various touchpoints.
- Company: Join a leading organisation focused on exceptional customer experiences.
- Benefits: Competitive salary, travel opportunities, and a chance to shape customer service excellence.
- Other info: Collaborative culture with opportunities for professional growth and development.
- Why this job: Make a real impact on customer satisfaction and brand loyalty in a dynamic environment.
- Qualifications: 5+ years in customer experience roles; data-driven and tech-savvy.
The predicted salary is between 43200 - 72000 £ per year.
The Director of Customer Experience will lead 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.
Qualifications & Experience:
- 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.
Key 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.
Behavioural Competencies:
- 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.
Location & Travel:
Role is based at Head Office at Trinity Buoy Wharf with travel around London.
Director of Customer Experience in London employer: Uber Boat by Thames Clippers
As a leading employer in the transport and hospitality sector, we pride ourselves on fostering a dynamic work culture that prioritises customer experience and employee growth. Our Head Office at Trinity Buoy Wharf offers a vibrant environment where innovation thrives, and employees are encouraged to develop their skills through continuous training and collaboration across departments. With a strong commitment to safety and service excellence, we provide our team with the tools and support needed to create memorable experiences for our customers, making us an exceptional place to build a rewarding career.
Contact Details:
Uber Boat by Thames Clippers Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Director of Customer Experience in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its customer experience strategies. We want you to show off your knowledge and passion for creating seamless journeys. Think about how you can contribute to their goals and be ready to share your ideas!
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family to get comfortable with common questions. We suggest focusing on your past experiences and how they relate to the role of Director of Customer Experience.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the position. We believe this small gesture can help you stand out from the crowd and keep you fresh in their minds.
We think you need these skills to ace Director of Customer Experience in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Director of Customer Experience role. Highlight your relevant experience in customer service and any specific achievements that align with the job description. We want to see how you can bring your unique skills to our team!
Showcase Your Data Skills:Since this role involves using data to drive improvements, don’t forget to mention any experience you have with customer feedback tools or analytics. We love seeing how you've used insights to enhance customer experiences in the past!
Emphasise Collaboration:This position requires working closely with various teams, so highlight your teamwork and collaboration skills. Share examples of how you've successfully partnered with others to achieve a common goal. We value a team player who can connect the dots across departments!
Apply Through Our Website:We encourage you 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 you’re keen on joining our awesome team at StudySmarter!
How to prepare for a job interview at Uber Boat by Thames Clippers
✨Know the Customer Journey Inside Out
Before your interview, make sure you thoroughly understand the customer journey as it relates to the role. Familiarise yourself with how ticketing, lounges, and onboard experiences integrate. Be ready to discuss specific examples of how you've improved customer journeys in your previous roles.
✨Showcase Your Data-Driven Mindset
Since this role requires using data to drive improvements, come prepared with examples of how you've used customer feedback, NPS, or other metrics to enhance service delivery. Highlight any KPIs you've developed or monitored in past positions to demonstrate your analytical skills.
✨Emphasise Collaboration Skills
This position involves working closely with various teams like marketing and IT. Be ready to share experiences where you've successfully collaborated across departments to achieve a common goal. Discuss how you’ve managed stakeholder relationships and ensured everyone is aligned on customer experience initiatives.
✨Demonstrate Your Passion for Customer Experience
Let your enthusiasm for creating exceptional customer experiences shine through. Share stories that illustrate your commitment to service excellence and how you've fostered a customer-first culture in your previous roles. This will help convey that you’re not just qualified, but genuinely passionate about the role.
