Chief Experience Strategist
3 settimane fa
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 developing and implementing programs that improve both customer experience and efficiency by process improvements.
">The ideal candidate will have a deep understanding of customer needs and expectations, with a focus on creating positive experiences. They will be able to develop and execute strategies that optimize the customer journey, interpret customer experience metrics (NPS, CSAT) and feedback to drive decisions, and work closely with various teams to ensure alignment on customer experience goals.
">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 analyze 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.">
Required Skills & Qualifications
">Qualifications:
">Bachelor's degree in business administration, marketing, customer experience (or related field)
">Over 3 years of experience in a senior customer experience manager role
">Certifications in customer experience management highly beneficial
">Benefits
">Salary:
">£60,000 - £80,000 per annum, depending on experience
">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
">20 days holiday per year your birthday off
">8:30am to 5pm Mon-Fri (GMT)
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