Head Of Customer Experience Job ID: 898

Job Details:
A fast growing telecommunications provider offering services to consumer and business customers is currently seeking the services of a Head of Customer Experience.
This is an opportunity for a highly motivated person to join a progressive, forward thinking organisation which is committed to delivering exceptional levels of service through all customer interactions. Reporting to the COO you will be responsible for the development of a successful customer experience strategy in order to provide ongoing process improvements, increased operational effectiveness and enhanced customer experience. The Head of Customer Experience will be responsible for the company’s contact centre covering traditional phone support as well as digital support channels including email, web, social media, and self-care applications.
Responsibilities will include:
 
  • Developing and subsequently maintaining a customer-centric, high performance culture across all customer contact operations in-line with organisational expectations
  • Consistently review both people and process, identifying and implementing improvements to deliver and enhanced customer journey whilst driving down costs
  • Providing detailed management information to measure service levels and improvements against set targets and KPI’s
  • Develop, productive and collaborative working relationships with all stakeholders in the pursuit of service excellence and departmental effectiveness
  • Utilising all available analytics in order to; provide a deeper understanding of customer behaviours, drive a culture of continuous improvement across both people and process, and address recurring issues to prevent customer impact
  • Lead the development of digital customer self-care and customer self-service channels to empower customers to identify and resolve any issues quicker
 
In order to apply for this role you will need to evidence a successful track record of motivating and leading a Customer Service / Contact Centre team with significant leadership experience gained in a results’ driven, customer centric role at Senior Leadership / Executive level. The candidate who can demonstrate examples of significant input into the developments of customer service/contact centre strategy will have an advantage. The preferred candidate will have a minimum of 5 years’ experience leading a Customer Service/Contact Centre team whilst candidates holding an MBA will be preferred. The candidate must have the ability to demonstrate a high degree of commercial acumen and ability to speak to all levels within the business.
 
If you are interested or know of someone that could be, kindly forward your CV in a word format to Leona Cassar on [email protected] or call on +356 27 204 518 for further information.

Country: Malta
Region: Any Region
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