Head of Customer Experience
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Job Description
Lead the global Customer Experience transformation at Insights, shaping a world-class function and influential strategies. Collaborate with diverse teams and leverage technology for improved customer engagements.
Responsibilities:
- Creating and delivering our global Customer Experience strategy.
- Leading and developing a team of Customer Experience Managers and Team Leaders across multiple regions.
- Driving the shift from reactive support to proactive customer enablement.
- Championing the Voice of the Customer and turning insight into action.
- Partnering with Sales, Marketing, Product, Finance and Customer Success to deliver seamless customer journeys.
- Leveraging AI, automation and technology to improve experience, efficiency and commercial outcomes.
- Embedding a culture of accountability, innovation and continuous improvement.
- Ensuring customer experience directly contributes to retention, revenue growth and customer advocacy.
Requirements:
- Experience leading Customer Experience, Customer Success or Service functions at scale.
- A track record of leading transformation and driving change.
- Strong commercial acumen and the ability to connect customer outcomes with business performance.
- Expertise in customer journey design, Voice of Customer and service excellence.
- Brilliant influencing skills across complex, global matrix organisations.
- A passion for developing high-performing teams and future leaders.
- Confidence using data, insight and technology to drive better decisions and outcomes.
Benefits:
- 37 days holidays
- Discretionary Annual Bonus
- Private Medical Insurance/BUPA Menopause Plan
- Income Protection
- Pension Plan
- Health Cash Plan
- Life Assurance
- Electric Car Scheme
- Gym-flex
- Employee Giving
- My Advantage – Employee Discounts
- Critical Illness cover
- Employee Assistance Program
- Holiday purchase option
- Flexible working
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