At a Glance
- Tasks: Lead the design and delivery of an unforgettable customer journey across all touchpoints.
- Company: Join a dynamic team focused on enhancing customer experiences in the transport and hospitality sectors.
- Benefits: Competitive salary, opportunities for growth, and a vibrant work culture.
- Other info: Collaborate with diverse teams to innovate and improve customer interactions.
- Why this job: Make a real impact by shaping customer experiences and building brand loyalty.
- Qualifications: 5+ years in customer experience roles; data-driven mindset and operational expertise required.
The predicted salary is between 50000 - 65000 £ per year.
The Customer Experience Lead will be in charge of 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.
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
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.
Customer Experience Lead in London employer: Uber Boat
As a Customer Experience Lead at UBTC, you will thrive in a dynamic and supportive work environment that prioritises employee growth and development. With a strong focus on collaboration across departments, you will have the opportunity to shape memorable customer journeys while enjoying competitive benefits and a culture that values safety and excellence. Join us in a location that offers both professional fulfilment and a vibrant community atmosphere.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Lead in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Uber Boat. 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 Uber Boat 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 Customer Experience Lead in London
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 Uber Boat:Your cover letter is your chance to shine! Tell us why you want to work at Uber Boat 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 Uber Boat!
How to prepare for a job interview at Uber Boat
✨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.
