At a Glance
- Tasks: Lead the post-purchase customer experience strategy for a high-growth online business.
- Company: Dynamic online consumer business serving millions with a focus on customer satisfaction.
- Benefits: Competitive salary, pension contributions, 25 days holiday, and personal training budget.
- Other info: Collaborative environment with opportunities to influence across multiple departments.
- Why this job: Make a real impact on customer journeys and enhance experiences for millions.
- Qualifications: Proven experience in customer experience leadership and journey mapping.
The predicted salary is between 95000 - 110000 £ per year.
Own the post-purchase customer experience for a high-growth online consumer business serving millions of customers a year. Reporting to the VP of Customer Experience, you'll lead the strategy and the team that decide how every customer journey and touchpoint works after the point of sale. The product is complex and the stakes for customers are high: when they get in touch, it matters. Millions of customers, digital-first delivery, and contact that spikes at the moments people care most about. Designing journeys that work and bring commercial value to the organisation is one of the key success measures.
What You'll Own
- The post-purchase customer experience strategy: every journey, every touchpoint, and the decisions about how they change.
- Customer journey mapping and friction hunting: using data and customer insight to find where experiences break, then fixing the process rather than the symptom.
- The post-purchase communications strategy, working with the communications lead so every message earns its place.
- Alignment with contact centre operations: designed journeys that hold up against real volumes, real spikes and real operational constraints.
- The customer experience technology agenda: making sure the platforms behind the experience are doing what the strategy needs.
- A multidisciplinary team: mentoring, developing, and building a culture that ships improvements rather than decks.
You'll work across Data and Insights, Product, Commercial, Finance, Workforce Planning and Customer Operations, and you'll be trusted to set the direction.
Our ideal applicant
- A customer leader: currently leading a customer experience or customer journey function in a high-volume consumer business.
- Has worked where the product is complex and the customer's moment of need is high-stakes, and knows how that changes journey design.
- Proven at journey mapping and process improvement with measurable results, revenue or cost, attached.
- Fluent in customer experience technology, CRM platforms and what contact centre operations can actually absorb.
- Influences across departments without owning them: commercial, product and operational leaders take this person's calls.
- Strategic and analytical in equal measure, and clear when explaining complex things to people who are busy.
The package
- £95,000 to £110,000 London office, 3 to 4 days per week.
- Pension with employer contribution.
- 25 days holiday plus bank holidays, rising with service.
- Personal training budget.
- Enhanced parental leave.
Head of Customer Experience employer: We Are Stellify
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StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Experience
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at We Are Stellify. 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 We Are Stellify 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 Head of Customer Experience
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 We Are Stellify:Your cover letter is your chance to shine! Tell us why you want to work at We Are Stellify 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 We Are Stellify!
How to prepare for a job interview at We Are Stellify
✨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.
