Head of Customer Experience

We are working with an exciting brand whom are looking for an experienced Head of Customer Experience (6-9 month FTC) for their brand in Central London. The Customer journey is at the heart of this business brand. You will drive their customer engagement VIA email, live chat, social media and telephone.

We have a vacancy for an enthusiastic and driven CEX professional to join our clients busy, vibrant team. The successful candidate will be motivated, resilient, organised, high calibre and dedicated to delivering a great customer journey - We need someone whom has a wealth of experience & CEX improvement & can do thing professionally at pace.

About the role:

• Drive the CEX strategy, lead, mentor, & develop a high performing CEX team
• Oversee the WFM to ensure optimal CEX coverage & seem less journey for customers. You will implement workforce planning tools.
• Review the voice of the customer & adapt where possible to improve CEX. 
• Work in collaboration with other areas of the business IT, operations, marketing, quality, finance, marketing & legal teams. 
• Lead from the front by actively engaging with customers when necessary, handling complex escalations with professionalism and empathy while setting a high standard for the team.
• Design strategy for new tooling, technologies and work closely with our senior Customer Happiness operations manager to implement, and manage our third party vendor relationships to create an exceptional customer experience.
• Crystallise, communicate and leverage customer insights and data analytics. Identify trends, pain points, and opportunities to enhance customer experience.
• Define & drive CEX process improvements & support customer retention strategies.
• You will design & implement customer journey framework focusing on engagement & value added support.

Who are we looking for?

• Ideally you will have experience leading a CEX function & managing globally 
• Strong leadership & management capabilities. you will be able to drive functions both UK & overseas.
• Data driven, with the ability to report & utilise data insights to improve CEX performance.
• Understand the direction CEX tech (including; Automation & AI)
• Experience managing change & transformation in fast paced enviroment

Please get in touch with Matt@cactussearch.co.uk