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For Companies At a Glance
- Tasks: Lead and shape a world-class Customer Experience strategy for B2B clients.
- Company: O2 Daisy, a dynamic digital-first B2B venture.
- Benefits: Inclusive culture, career growth, and the chance to make a real impact.
- Why this job: Be the voice of the customer and drive meaningful change in customer experiences.
- Qualifications: Experience in leading CX strategy and strong people management skills.
- Other info: Join a fast-paced environment with opportunities for continuous improvement and innovation.
The predicted salary is between 36000 - 60000 £ per year.
At O2 Daisy, customer experience sits at the heart of our growth strategy. We’re looking for an experienced Customer Experience Lead to define, lead and embed a world-class Customer Experience and Journey Management strategy across our B2B customer base. This is a high-impact leadership role with accountability for shaping how customers experience O2 Daisy across every interaction and touchpoint.
Working closely with the Executive Committee, Senior Leadership Teams and key stakeholders across the business, you’ll act as the voice of the customer championing customer-first thinking and driving measurable improvements in customer outcomes while balancing commercial priorities. You’ll own our customer journey framework, CX measurement and insight capability, and CX platform investment, while leading and developing a team of specialists and working in partnership with internal teams and external suppliers.
If you’re passionate about using insight, data and design thinking to create differentiated B2B customer experiences at scale, this role offers the opportunity to make a real and lasting impact.
The must haves
- Proven experience leading Customer Experience strategy, measurement and insight in a complex B2B (or mixed B2B/B2C) environment
- Strong expertise in CX metrics and measurement frameworks, including NPS, CES and customer-led performance targets
- Demonstrable experience designing and embedding end-to-end customer journey frameworks, including in-life improvements and new product or service launches
- Proven ability to drive customer-led change across the organisation, translating CX insight and measurement into tangible business improvements, embedding new ways of working, and delivering sustained behavioural and operational change
- Experience influencing and challenging senior leaders and Executive-level stakeholders to drive customer-first decision making
- Strong people leadership and matrix management experience, including leading specialist teams and external partners
- Commercial and financial acumen, with experience managing CX platform or insight budgets
- Excellent communication, storytelling and stakeholder management skills, with the ability to translate insight into action
The other stuff we are looking for
- Experience working with CX platforms and research partners (e.g. Qualtrics or similar)
- A strong understanding of customer insight, research methodologies and journey analytics
- Experience partnering with Product, Technology and Transformation teams to embed CX into ways of working
- A passion for continuous improvement, innovation and external best practice in customer experience and journey design
- Professional CX qualifications or accreditations (e.g. CCXP), or a commitment to achieving them
- Resilience and adaptability in fast-paced, transforming organisations
What’s in it for you
Our goal is to celebrate our people, their lives, and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.
Next steps
If O2 Daisy feels like a place where you can belong, we’d love to learn more about you. Once you’ve applied, the recruitment process is likely to include a two-stage interview process:
- Stage 1: Competency and experience-based interview
- Stage 2: Strategic discussion and/or presentation with senior stakeholders
When you apply, you’ll be asked about any adjustments you might need to support the recruitment process—please let us know and we’ll be happy to discuss. Applications will be reviewed throughout the advert period, and we may close early if we receive a high volume of applications. All offers are subject to background checks. Thank you for your interest in joining the O2 Daisy family.
Customer Experience Lead in Birmingham employer: Virgin Media O2
Contact Detail:
Virgin Media O2 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Lead in Birmingham
✨Tip Number 1
Get to know the company inside out! Research O2 Daisy's values, recent projects, and their approach to customer experience. This will help you tailor your conversations and show that you're genuinely interested in making a difference.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for those interviews! Think about how your past experiences align with the role. Be ready to share specific examples of how you've driven customer-led change and improved customer journeys in previous positions.
✨Tip Number 4
Don’t forget to follow up! After your interviews, send a thank-you email to express your appreciation for the opportunity. It’s a great way to reinforce your interest and keep you top of mind for the hiring team.
We think you need these skills to ace Customer Experience Lead in Birmingham
Some tips for your application 🫡
Show Your Passion for Customer Experience: When writing your application, let your enthusiasm for customer experience shine through. We want to see how you've made a difference in previous roles and how you can bring that passion to O2 Daisy.
Be Specific About Your Achievements: Use concrete examples to highlight your experience with CX metrics and frameworks. We love numbers, so if you've improved NPS or CES scores, share those stats to back up your claims!
Tailor Your Application: Make sure to customise your application to reflect the specific requirements of the Customer Experience Lead role. We’re looking for someone who understands our B2B environment, so connect your past experiences to what we do at O2 Daisy.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates during the recruitment process.
How to prepare for a job interview at Virgin Media O2
✨Know Your CX Metrics
Make sure you’re well-versed in key customer experience metrics like NPS and CES. Be ready to discuss how you've used these metrics in past roles to drive improvements and influence decision-making.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading teams and driving customer-led change. Think about specific instances where you’ve influenced senior leaders and how you managed cross-functional teams to achieve results.
✨Understand the Customer Journey
Familiarise yourself with end-to-end customer journey frameworks. Be prepared to discuss how you’ve designed and implemented these frameworks in previous roles, focusing on in-life improvements and new product launches.
✨Communicate Effectively
Practice your storytelling skills! You’ll need to translate complex insights into actionable strategies. Prepare to present your ideas clearly and confidently, especially during the strategic discussion with senior stakeholders.
