Head of Customer Experience

England, London
£70000 - £90000 per annum
17 Oct 2016
31 Oct 2016
Recruitment Genius Ltd
Contract Type
Full Time
The Role

Following unprecedented growth, this is a new and exciting role in which you will be partnering with clients and offering thought leadership on how to optimise their customer value propositions across all channels.

We are seeking a Head of Customer Experience to drive and govern effective end to end delivery, across; customer journeys, central marketing, sales strategy, commercial, and internal communications teams.

You will need a deep understanding of what motivates a customer, be strong enough to question and challenge the client and, where appropriate, offer the best possible CX solutions.

- Present and justify ideas to clients in line with their requirements and best practice
- Think strategically, identifying new opportunities for the client
- Collaborating internally across different functional teams to deliver a specific product or transformation
- Encourage a culture of innovation focused on adding value to the client
- Take ownership of deliverables and ensure they are to a high standard
- Work with Business Analysts to ensure specifications accurately reflect customer experience needs
- Develop customer journeys, customer segmentations, personas and cross-channel experiences
- Lead the UX team to meet the business requirements

What we can offer you

- A fantastic opportunity to work for an award-winning company specialising in online retail
- The chance to work with clients at the highest level with clients
- The opportunity to work alongside some of the industry's brightest minds in a uniquely creative environment
- The role that will allow you to grow your commercial acumen
- The ability to contribute to an entrepreneurial business and shape its near-term future

Desired Skills and Experience

- Outstanding understanding of customer experience in e-commerce and delivery of business transformation
- Proven end to end experience in an eCommerce project from conception to post delivery, preferably at a consultancy working on behalf of a retail client
- Demonstrates ability to think like a client and has a customer-centred approach
- Evidence of working to strict, commercial deadlines on multiple projects; independently or within a team
- Coaching and development of junior members of a team

Applicants from London should be willing to spend regular time at our main office in East Yorkshire.

Successful candidates must have the right to work in the UK. No agency CV's accepted.

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