Save Job Back to Search Job Description Summary Similar JobsCustomer Experience DirectorManchester Area / HybridAbout Our ClientPage Group are delighted to be working in partnership with a key client who are now looking to appoint a new Customer Experience Director to the business. The role will drive considerable change across the business area and work closely with key areas within the wider businessJob DescriptionDirect leadership and management of a 150fte Contact Centre Operation (B2B Customers) broken into key business areas including Customer Service, Complaints, Account Management and Retention'sOwn and manage the Customer Experience programme across the business, looking at all customer touch-points across the wider operations, and identifying ways to improve the customer journey and satisfactionBe the voice off the customer within the business, championing best customer outcomes and understanding how business decisions impact the customers - focusing on best customer outcomesDesign, implement and embed new process and procedures that are focused on meeting the needs of customers, deliver against contractual agreements and drive efficiency across the businessLead the implementation of new systems and channel usage in an already multi channel contact centre environment. Giving B2B customers the opportunity to communicate in a way that works for themEncourage the adoption of digital and self service options for customers where suitableDevelop and lead teams to deliver to a range of productivity and service KPI's, maximising quality, efficiency and customer deliveryDesign and implement a new integrated operating structure supporting all customers, including leading change management activitiesOwnership and improvement of NPS and CSAT scores across the operation, striving to deliver constant improvementLead all continuous improvement activities across the business areasManage, analyse and use all available data to create actionable insight that will identify and drive positive change across the customer journey and contact centre operationThe Successful ApplicantExperience leading a multi-channel contact centre functionExperience delivering against multiple / varying SLA'sExperience leading a CX Journey or programmeUnderstanding on Contact Centre Systems and Contact Channels - including implementationsAbility to demonstrate leadership of change managementAbility to interpret and manage data streamsExtensive stakeholder management across all levelWhat's on OfferA fantastic opportunity has arisen to join an industry leading business as their new Customer Experience Director.This is a pivotal role within the business and will deliver against key business objectivesBased in the Outskirts of Manchester the role will offer hybrid working long term, and will include occasional travel (the successful candidate will have a full UK Driving Licence)A generous salary is on offer for the role along with great benefits and bonus potential (will be disclosed)ContactZach JohnsonQuote job refJN-022025-6674951Phone number+44 113 243 7708Job summaryJob functionBusiness SupportSubsectorCustomer ServicesSectorBusiness ServicesLocationManchesterContract typePermanentConsultant nameZach JohnsonConsultant phone+44 113 243 7708Job referenceJN-022025-6674951
