Ideal candidates must have hands-on experience, either as a practitioner or consultant, in several of the following CX specialisations:

  • CX Strategy and Brand Proposition Development
  • Customer Value Proposition Development
  • Customer Journey Mapping and CX design
  • Voice of the Customer (VoC) design and implementation, particularly Customer Effort and Net Promoter programmes
  • Customer Insight generation and driving customer-centric change
  • Customer Centric Culture Development and Management
  • Organisational Design & Accountability
  • Customer centric process improvement
  • CX Skills Development through Training & Development programmes (preferably with knowledge of CCXP accreditation)
  • CX Framework Development and Implementation
  • CX Maturity Model Development and Implementation, including managing Maturity Assessments

The right candidate will have several of the following behaviours, skills and experience:

  • In depth experience working in a Customer Experience or Head of Marketing/Service Leadership role or as a senior/experienced consultant
  • Experience of having built and managed effective Customer Feedback Loops and Voice of the Customer programmes.
  • Proven ability to provide consultancy/subject matter expertise in Customer Experience Management to a wide variety of internal stakeholders.
  • Commercial/marketing experience is an advantage.
  • Experience of operating in a multi-channel and/or B2B environment.
  • Experience of operational management could be desirable.
  • Management and leadership of teams – often virtual teams without direct reporting lines.
  • Confident, personable character with a collaborative working style and a motivational yet challenging approach, capable of building productive relationships throughout the organisation and externally
  • Proficient in managing budgets and effective in resource management.
  • Proven track record of delivering an integrated and multi-channel Customer Experience and introducing changes that contributed positively to the overall journey as well as the bottom line.
  • Experience in delivering Customer Journey Mapping and similar tools is desirable.
  • Advanced technical knowledge and expertise in Customer Experience
  • International experience and outlook, able to operate across different business environments and cultures
  • Experience of delivering training and development could also be desirable
  • Proven Consultancy/Advisory skills and behaviours
  • Strong team player
  • Excellent at rapidly building strong business relationships with a diverse stakeholder base
  • Strong influencing and presentation/communication skills
  • Good facilitation skills
  • High level of personal confidence, effective at Executive level, able to lead and manage projects and change through influence and persuasion
  • Sound commercial judgment, able to understand complex financial issues and business risks
  • Sufficient analytical skills to understand the key drivers of the business
  • Leadership courage with the ability to challenge key business decision-makers and the ability to give and receive feedback
  • Credibility, professionalism and strong personal integrity
  • Delivery focused with high energy and drive, and ability to deliver through others
  • Good change management experience
  • Highly competitive package with numerous fringe benefits and a good bonus system
  • CCXP training, coaching and support in achieving certification
  • Interesting, varied and challenging work across multiple clients in many different sectors

Interested in this role?