Job Title: Head of Customer Experience Salary: £90,000 - £120,000 per annum Location: Remote working with possible travel to London 2-3 times per month About the Company Our client is a technology-driven company that is transforming the telecommunications landscape. About the Role As Head of Customer Experience, you will be responsible for ensuring that customers have a positive experience with the company’s services. You will manage the operational performance of a third-party provider to agreed service levels, own the operational customer relationship, and ensure that customer feedback is addressed appropriately. Key Responsibilities: Ensure that the company is delivering a good customer experience. Manage the third-party provider’s operational performance to agreed service levels. Lead and manage major incidents. Understand the technical solution and assess the resolution of technical issues. Own and optimise customer-facing processes. Provide product ownership for customer-facing portal and reporting systems. Work with all relevant teams to enhance the process and experience. Build an understanding of customer behaviours and identify areas for improvement. Manage external communications with customers and other stakeholders. Lead and develop a small team. Identify, agree, and deliver improvements in service design and delivery. Collaborate with the executive team and contribute to broader business matters. Use relevant data to support customer initiatives. Monitor and action customer feedback. Operate within industry regulations and company policies. Co-chair the Industry user group and collaborate with relevant external entities. Ideal Candidate: Bachelor’s degree or equivalent in a relevant field. Strong and measurable track record in customer experience from a relevant market (Telecoms or Technology industry) Strong grasp on mapping the customer journey and process best practice. Detailed understanding of CRM systems, Fault management systems and CX survey technology. Highly developed interpersonal skills. Analytically strong with sound decision-making. Strong written and verbal skills. Excellent presentation skills. Experience in successfully managing others. Able to cultivate productive collaborative relationships. Resilient and persuasive. Experience in delivery of ITIL-compliant processes. Benefits: 25 days’ holiday (rising to 30 days with tenure) Enhanced pension scheme Life assurance Private medical insurance Eligible to participate in company bonus scheme To Apply: If you are a highly motivated and experienced customer experience leader with a passion for delivering outstanding service, we encourage you to apply