Head of Customer Experience

Key Responsibilities

• Define and implement standards and procedures for ensuring optimal customer experience
• Identify the key customer experience roles within the organisation, analysing the touch points and action planning improvements in process and experience
• Supervise the activities of all customer experience teams to ensure their interaction with customers reflect positively on the company
• Utilise social media and digital platforms to introduce a customer insight tool that is recognised and valued across the organisation.
• Monitor the activities of the customer service team to ensure compliance with acceptable standards of customer service
• Conduct surveys to gather information on customer opinion of company and products/services using Net Promoter Score (NPS) or equivalent
• Organise training programs for customer experience representatives in order to update their job knowledge and enhance their skills
• Utilise customer relationship management (CRM) tools in coordinating and monitoring customer experience operations through the customer lifecycle
• Ensure all customer conversations and queries are documented using CRM and triaged efficiently throughout the business
• Develop market intelligence to assist in understanding our customers' needs and to evaluate new products/services and the success of existing products/services
• Provide a routine assessment of market penetration/success of the business relative to the ambitions of the Group strategy