Customer Experience Lead


The Why

Our client is a new kind of organisation, one that’s as supportive and socially conscious as it is agile and explorative. Their DNA is around having a commercial mind and social heart and it captures who they are at the core. Due to continued growth and development as an organisation, they are now looking to hire a Customer Experience Manager to join the team

The What

Overall you will be responsible for setting customer experience objectives that improve NPS and customer experience for clients and partners.

Key accountability:

  • Conduct deep dives into specific customer experiences to proactively identify customer risk and causes of customer effort or potential for dissatisfaction.

  • Develop reporting, analysis and visualisation on voice of customer data (qualitative and quantitative) in order to provide benefits insights and present actionable recommendations to drive business making 

  • Deliver system, process and communication improvements that allow the business to deliver value to their Customers and proactively manage the Customer Lifecycle

  • Devise, design and deliver process and workflow changes that support new ways of managing their customer lifecycle across the team.

  • Support the Head of Customer Service by designing and delivering frameworks that improve CX and KPI's

The How

With a Customer first mindset, you will do whatever is needed to make Customers succeed. You will love coming up with new ideas and are eager to make a positive impact on your career. You're an active listener and a proactive problem solver and thrive on delivering quality improvements that positively impact customers. You're organised, reliable and articulate. Additionally you:

  • Confident in data analytics frameworks and methodologies

  • Proven track record in definition, design and delivery of customer centered process, system and communication improvements

  • Well versed in process improvement methodologies and human centered design techniques

  • Evidence of strong relationship building and stakeholder management skills

  • Experience leading customer success teams

  • Leadership experience leading teams in a start-up or fast growth environment