Head of Customer Experience

2 mesi fa

Italia ParcelHero A tempo pieno

ParcelHero is one of the UK’s biggest parcel delivery price comparison sites. With over 5 million visitors a year, and over 100 remote employees worldwide, we’re a technology-driven company that’s going places, delivering innovative solutions to ensure exceptional customer care. As a forward-thinking and dynamic business, we offer excellent career growth opportunities.


In 2025, we will be rolling out worldwide our new TMS (Transport management solution) Parcelhero Pro, which enables retailers to pay a monthly subscription to centralise all orders and ship on their own carrier accounts using our cutting-edge shipping platform.


At ParcelHero, we foster a collaborative and innovative culture where every team member's voice matters. We're a fast-paced, remote-first company that values initiative, adaptability, and a strong sense of ownership. If you're someone who thrives in a dynamic, ambitious, and forward-thinking team, you’ll fit right in with us.


Job description


Are you passionate about improving the customer experience? Do you strive to design and deploy customer-centric solutions that drive measurable results? Does coordinating across teams and countries sound exciting? If so, Parcelhero is looking for a Head of Customer Experience, responsible for developing and implementing programs that improve both customer experience and efficiency by process improvements.


This requires diving deep into the CX metrics to find out the main opportunities, having bias for action to develop and iterate on new processes until achieving the desired results while managing multiple stakeholders with different priorities. You will build collaborative relationships with numerous teams (operations, training, tech, and corporate) to identify solutions and to create and execute a Delivery Experience project roadmap. You will also prepare and execute regular program updates to senior management on a weekly and monthly basis.

Key Responsibilities

  • Customer Journey Optimization: Oversee the entire customer journey, ensuring a seamless and positive experience from booking to post-delivery support.
  • Customer Feedback Management: Collect and analyse customer feedback (e.g., surveys, reviews) to identify pain points and opportunities to enhance the overall experience.
  • Customer Experience Metrics: Track and improve key customer experience metrics, such as Net Promoter Score (NPS), customer satisfaction, and customer effort score.
  • Cross-Functional Collaboration: Work closely with marketing, product, and technology teams to ensure that all customer touchpoints (website, booking platform, support) align with customer needs and expectations.
  • Customer Communication Strategy: Develop communication strategies to improve how customers are informed about delivery updates, service disruptions, and issue resolutions.
  • Service Innovation: Identify opportunities to introduce new services, tools, or processes that enhance the customer experience.
  • Customer Education: Lead initiatives to provide customers with educational content (e.g., how-to guides, FAQs) to improve self-service options and reduce the need for support.
  • Process Improvement: Work with internal teams to streamline processes, improve response times, and increase the efficiency of customer interactions.
  • Training, development and collaboration: Work closely with the training and quality control teams to ensure customer service agents are well-equipped to handle customer interactions with professionalism and efficiency.
  • Technology Integration: Collaborate with the product and IT teams to ensure that the platform’s design and functionality support a smooth customer experience, from the booking interface to tracking features.

Key Skills & Competencies

  • Customer-Centric Mindset: Deep understanding of customer needs and expectations, with a focus on creating positive experiences.
  • Strategic Thinking: Ability to develop and execute strategies that optimise the customer journey.
  • Data-Driven: Skilled in interpreting customer experience metrics (NPS, CSAT) and feedback to drive decisions.
  • Cross-Functional Collaboration: Proficiency in working with various teams to ensure alignment on customer experience goals.
  • Communication Strategy: Expertise in crafting customer communication plans that engage and inform across all touchpoints.
  • Customer Journey Mapping: Proficient in mapping and analysing the customer journey to identify gaps and improvements.
  • Innovative Problem-Solving: Capable of identifying and implementing creative solutions to enhance customer experience.

Qualifications & Experience

  • Education/experience: Bachelor’s degree in business administration, marketing, customer experience (or related field) or more than 3-years experience in a senior customer experience manager role.
  • Certifications:
  • Certifications in customer experience management highly beneficial.
  • Certifications in data analysis or project management (e.g., PMP) are a plus.

What We Offer

  • A dynamic and customer-centric working environment.
  • Opportunities for career growth within a rapidly expanding company.
  • Ongoing professional development and training opportunities.

Additional information

  • 8:30am to 5pm Mon-Fri (GMT).
  • 20 days holiday per year + your birthday off.
  • You work as a contractor and are responsible for your own tax.
  • You need a min 20 MB broadband line, and your own PC/Laptop and headset.
#J-18808-Ljbffr

  • Head of Product

    2 settimane fa

    Italia adh Personal Thüringen A tempo pieno 7 €

    Head of Product Motor K is the leading sales and marketing technology company in Europe, specialising in the automotive sector. At Motor K, our mission is to empower manufacturers and dealerships to sell more with innovative, cloud-based products and services to offer the best digital customer experience. We are on a fast and ambitious trajectory and...

  • Head of Export Sales

    2 mesi fa

    Italia Agudio by LEITNER ropeways A tempo pieno

    Head of Export Sales DEMACLENKO , as one of the leading companies for snowmaking systems, enables the snow safety of winter sports areas worldwide. Continuous innovation leads to increasingly resource-efficient and environmentally conscious solutions. Join our team in Sterzing as HEAD OF EXPORT SALES You actively work in sales by maintaining and...

  • Head of UX

    2 mesi fa

    Italia Motiff A tempo pieno

    Join our growing team as the Head of UX Design and drive the forefront of user-centric innovation. This pivotal role demands a visionary leader capable of orchestrating exceptional experiences and steering our design initiatives towards unparalleled success. WHO ARE WE? We are a digital product design and development agency of choice for both, exceptional...

  • Chief Experience Strategist

    2 settimane fa

    Italia Parcelhero A tempo pieno

    Company Overview"> As one of the UK's leading parcel delivery price comparison sites, ParcelHero is a technology-driven company that excels in delivering innovative solutions to ensure exceptional customer care.">About the Role"> We are seeking a highly skilled Head of Customer Experience to join our team. The successful candidate will be responsible for...

  • Head of Human Resources

    2 settimane fa

    Italia Antal International Network A tempo pieno

    A key leadership opportunity has arisen for a Head of Human Resources to join Antal International Network in Sardinia. The successful candidate will be responsible for managing the human resources function at a new luxury 5-star hotel, providing strategic support to the General Manager and contributing to the property's executive committee.Role OverviewThe...

  • AI-Driven Customer Experience Manager

    2 settimane fa

    Italia Translated Srl A tempo pieno

    Customer Success Role OverviewWe are seeking a highly skilled and experienced AI-Driven Customer Experience Manager to join our team at Translated Srl.Job DescriptionAs an AI-Driven Customer Experience Manager, you will be responsible for designing and implementing innovative strategies to enhance customer satisfaction and retention. This includes analyzing...

  • Head Of Software Development

    1 mese fa

    Italia MainStreaming A tempo pieno

    MainStreaming is an intelligent media delivery company that empowers enterprises, media, and gaming companies to ensure the best Quality of Experience to their audience, through its revolutionary AI-powered technology. It optimizes the viewing experience with its Intelligent Media Delivery Platform (iMDP), the first platform designed to guarantee full...

  • Head of Marketing

    4 settimane fa

    Italia Salt A tempo pieno

    Head of Marketing - Southern Europe - ???110K - ???120K + Great Benefits - 1 day in office (Italy) - Travel Industry This is a Fixed-term contract opportunity and a great way to get your foot in with a well-known business. I have partnered with a worldwide known travel business that is shaping the travel industry and enabling all to fall in love with...

  • Head of Italy Container Division

    2 mesi fa

    Italia Associated Traffic AG A tempo pieno

    Head of Italy Container Division AsstrA is a Swiss logistics company founded 30 years ago. Our team will number more than 1,500 in 2024, located in 24 countries and covering a wide range of logistics services. AsstrA's partners trust us to offer the most efficient land, sea, air & intermodal freight or project logistics solutions. Thanks to the rapid...

  • Head of Manufacturing

    2 mesi fa

    Italia Thales Group A tempo pieno

    Location: Gorgonzola, Italy Thales people architect solutions that are relied upon to deliver operational advantage at every decisive moment throughout the mission. Defence and armed forces customers rely on us to deliver the full range of defensive systems for land, sea, and air. From early warning to threat neutralisation, our platforms cover all levels...

  • Head of Early Years

    7 giorni fa

    Italia Inspired A tempo pieno

    Head of Early Years Location: Milan, IT Date: 16 Dec 2024 Application closing date: 31/12/2024 Inspired Education is the leading global group of premium schools, with a portfolio of 118 premium private schools spanning 6 continents which utilise proven educational practices from every corner of the globe, ensuring over 90,000 students receive a...

  • Head of PR Department

    1 mese fa

    Italia Hyundai A tempo pieno

    Hyundai Motor Europe HQ invites you to become part of one of the world’s leading car manufacturers. Being a member of our international team, you have the chance to form the future of mobility together with experts inside a global company with a unique success story. As a well-organised, flexible and motivated professional, you will master diverse...

  • Head of Operations

    2 mesi fa

    Italia Politecna Europa A tempo pieno

    POLITECNA EUROPA SRL is an international company operating in multiple countries with an innovative, sustainable, and constantly evolving approach. The company specializes in architectural, structural, and systems design services, as well as project management in the civil and infrastructure sectors, and in the management of public procurement tenders. It...

  • Customer Experience Director

    2 settimane fa

    Italia Richemont A tempo pieno

    Buccellati, a renowned Italian jewellery Maison, is seeking an experienced professional to oversee its after-sales management. The ideal candidate will possess a deep understanding of the jewelry industry and be proficient in managing repair processes, ensuring timely and high-quality service.Job OverviewBuccellati is part of the global luxury group...

  • Head of Product, B2C Healthtech

    5 giorni fa

    Italia Flix SE A tempo pieno

    Overview Able is a purpose-driven company focused on making the overall population fitter, healthier, and happier by providing a 360-degree personalized approach to weight care for tens of thousands of people worldwide. We are customer-obsessed, authentic, and super pumped to create innovative tech solutions that are accessible and will impact and improve...

  • Material Of Well Head Fittings

    2 mesi fa

    Italia Inspecker Technology Co. A tempo pieno

    Job Name: Material Of Well Head Fittings - #10392 Summary - Additional Requirements There will be an inspection of the Material of Well Head Fittings at Via S. Giovanni Bosco, Poggiorsini (BA) - Italy, according to this Inspection Test Plan. A hydraulic test will be carried out on Tuesday, 20.02.2024. Job Budget: € (Fixed Price) Please note that the...

  • Head of Sales

    1 mese fa

    Italia Balcia A tempo pieno

    We're a tech-driven insurance company with Latvian roots, causing waves in industry with our fresh approach. Our secret? Placing people's lifestyles at the heart of our products and leveraging the power of automation. The result is an insurance experience that's as hassle-free as it gets. No need to buy and cancel policies anymore - just a simple,...

  • Head of Corporate Sector Coverage Italy

    2 mesi fa

    Italia ING Bank N.V. A tempo pieno

    Background ING Wholesale Banking (WB) helps large corporate clients and financial institutions by combining teams of sector experts with financial solution specialists to find unique solutions to support their businesses. Within the WB Sectors organization Corporate Sector Coverage (CSC) services a substantial portion of the WB clients. CSC teams are...

  • Head of Marketing

    2 mesi fa

    Italia Comunello & Associati S.r.l. A tempo pieno

    Per international sport & outdoor company sita nel nord Italia, stiamo selezionando lo/la Head of Marketing. La figura selezionata dovrà essere in grado di capire e identificare le diverse esigenze del mercato definendo gli obiettivi di marketing e di comunicazione, sviluppando e implementando strategie di marketing per aumentarne la visibilità. Gestirà...

  • Head Of Leadgen

    3 giorni fa

    Italia Buscojobs A tempo pieno

    Da remoto: Remoto LeadX Pro is an elite club of multi vertical media buyers within ecommerce, leadgen, igaming, nutra, and dating. Being a team of dedicated professionals who thrive on delivering exceptional results for our clients, we set the tone and are at the forefront of innovation in media buying. The team are highly trained, proactive and...