Customer Experience Director

• Customer Experience Director
• Manchester & W.Yorkshire sites (potential for hybrid)
• Lead both Contact Centre Operation & CX Journey Mapping
• Lead implementation of new systems and channel usage
• Generous salary on offer plus benefits package including bonus

Client Details

Page Group are delighted to be working in partnership with a key client who are now looking to appoint a new Customer Experience Director to the business. The role will drive considerable change across the business area and work closely with key areas within the wider business

Description

• Direct leadership and management of a 100fte Contact Centre Operation (B2B Customers) broken into key business areas including Customer Service, Complaints, Account Management and Retention's
• Own and manage the Customer Experience programme across the business, looking at all customer touch-points across the wider operations, and identifying ways to improve the customer journey and satisfaction
• Be the voice off the customer within the business, championing best customer outcomes and understanding how business decisions impact the customers - focusing on best customer outcomes
• Design, implement and embed new process and procedures that are focused on meeting the needs of customers, deliver against contractual agreements and drive efficiency across the business
• Lead the implementation of new systems and channel usage in an already multi channel contact centre environment. Giving B2B customers the opportunity to communicate in a way that works for them
• Encourage the adoption of digital and self service options for customers where suitable
• Develop and lead teams to deliver to a range of productivity and service KPI's, maximising quality, efficiency and customer delivery
• Design and implement a new integrated operating structure supporting all customers, including leading change management activities
• Ownership and improvement of NPS and CSAT scores across the operation, striving to deliver constant improvement
• Lead all continuous improvement activities across the business areas
• Manage, analyse and use all available data to create actionable insight that will identify and drive positive change across the customer journey and contact centre operation

Profile

• Experience leading a multi-channel contact centre function
• Experience delivering against multiple / varying SLA's
• Experience leading a CX Journey or programme
• Understanding on Contact Centre Systems and Contact Channels - including implementations
• Ability to demonstrate leadership of change management
• Ability to interpret and manage data streams
• Extensive stakeholder management across all level

Job Offer

A fantastic opportunity has arisen to join an industry leading business as their new Customer Experience Director.

This is a pivotal role within the business and will deliver against key business objectives

With sites on the outskirts of Manchester & W.Yorkshire, the role will offer hybrid working long term, and will include occasional travel (the successful candidate will have a full UK Driving Licence)

A generous salary is on offer for the role along with great benefits and bonus potential (will be disclosed)