Job Posting Details

Head of Customer Experience

This Posting Has Closed

Company:	Douglas Jackson	Posted:	Monday, July 09, 2012
Location:	Lichfield, Staffs, United Kingdom	Closing:	Thursday, August 09, 2012
Reference #:	DJHC4033

Job Details:

Employment Type:	Permanent, Full Time
Work Times:	Undetermined
Hours Per Week:	40
Hourly Rate:	Undetermined
Yearly Earnings:	75,000.00 GBP
Extras:	Bonus Other Benefits

Job Description:

Job Ref: DJHC4033

Job Title: Head of Customer Experience

Location: South West

Salary: Up to £75k base + 50% bonus + car allowance + corporate benefits

This is an exciting opportunity within a high profile, blue chip organisation currently undergoing a significant transformation programme. Through the provision of innovative and creative leadership, the successful candidate will drive and improve the customer journey across all customer touch points.

In addition, the post holder will carry responsibility for the provision of clear and visible leadership to the function, identifying significant enhancements to the end to end customer experience through improvements to the customer journey, operational processes and standards.

Specific responsibilities will include:

Management and development of a team of 4 direct reports, with overall responsibility of approximately 25 fte
Drive improvements in customer service and customer experience performance using KPI’s and insight information
Drive the development and improvement of all customer touch points, policies and standards of service
Improve and develop customer satisfaction insight methodology delivering best value
Communicate with stakeholders in the business to implement service improvement to processes, policies and standards
Map the whole customer experience and strategise process improvements

Required attributes:

Positive and resilient
High energy and fast paced
Tenacious
Results driven
Customer centric
Great communicator at a senior level

An understanding of CSAT and how to drive the right KPI’s to substantially improve the customer journey is required. Travel between multi sites will also be required in this role. Stakeholder and business partner management will be a substantial part of this role and so the ideal candidate will be exceptionally credible with the ability to influence at all levels.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.comor visit us at: http://www.douglas-jackson.com . We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Douglas Jackson are a specialist recruitment consultancy and executive search company, working specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

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