Customer Experience Lead in London

KEY RESPONSIBILITIES<\/span><\/b>
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• Set product offerings and design<\/span>
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• Maintain a focus on the customer journey with consistent delivery at every touch point<\/span>
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• Introduce measures for continued improvement based on tangible initiatives and KPIs<\/span>
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• 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<\/span>
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• Develop and monitor KPIs related to customer satisfaction, sales conversion, spend per head, and operational experience metrics<\/span>
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• Utilise customer feedback, NPS, surveys, and journey mapping to improve the service experience.<\/span>
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• 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<\/span>
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• Collaborate with Marketing and IT teams to enhance customer -facing technologies and digital experience such as the mobile app, ticketing, and real -time updates<\/span>
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• Work closely with the CCO to embed customer experience as a core pillar of UBTC’s commercial strategy, linking experience improvements to revenue growth<\/span>
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• Ensure the customer experience consistently reflects UBTC’s brand values and identity across physical, digital, and interpersonal interactions<\/span>
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  Requirements<\/h3>QUALIFICATIONS & EXPERIENCE<\/span><\/b><\/span><\/p>Minimum 5 years proven experience in a senior customer experience or service delivery role (transport, hospitality, tourism preferred).<\/span><\/span><\/span><\/li>CCXP and Health & Safety certifications preferred<\/span><\/span><\/span><\/li>Track record of using data and insights to drive customer -focused improvements.<\/span><\/span><\/span><\/li>Experience in operational environments with real -time service delivery.<\/span><\/span><\/span><\/li><\/ul><\/div><\/span>