About the Client: My client is a leading provider in its market place with offices UK wide and more uniquely it is a business that prides itself on making a difference to its customers and clients and is a business that people take pride in working for.
About the Role: As Director of Customer Experience you will lead, develop and inspire the Customer Experience team in delivering an effective customer and client focussed service to ensure both customer and client satisfaction. You will be the catalyst behind delivering the Customer Engagement Strategy and plans to deliver the excellent level of customer experiences based on real customer insights. You will also lead and manage the central complaints process team to highlight emerging trends and continuous improvement initiatives.You will also be responsible for mapping out all customer engagement plans for the short, medium and long term of the business. Concentrating on the impact to the customer and on continuous improvement. For this you will need to look at the bigger picture and understand the concept of the Customer Experience journey for both the Customers and for the Business.
What we’re looking for: Experience of owning the Customer Experience for an organisation who are very service orientated where excellence is paramount.Significant experience in driving change in a large scale organisation through business process improvement.A strong commercial leader who has not only delivered a customer experience project, but has the passion and commercial understanding to deliver a customer experience project in any sector.Experience of working in or working with Public Sector businesses such as: Housing Associations and RSL's, Funding Agencies, Central or Local Government, Regulatory Bodies, Contractors and Consultants.
The person will need to be heavily reliable to the business in the North East, however there will be occasional flexibility to work across the UK offices.
About the Offer: c£80,000 + Benefits |
Bernstein