Senior Director of Customer Experience Excellence

4 giorni fa

Roma, Lazio, Italia ParcelHero A tempo pieno

At ParcelHero, we're committed to delivering exceptional customer experiences that drive business growth and success. As a leading parcel delivery price comparison site, we're looking for a Senior Director of Customer Experience Excellence to join our team.

Job Summary

We're seeking a highly experienced and strategic leader to develop and implement programmes that improve both customer experience and efficiency by process improvements. This role requires diving deep into CX metrics to identify opportunities, developing and iterating on new processes until achieving desired results, and managing multiple stakeholders with different priorities.

The successful candidate will build collaborative relationships with various teams (operations, training, tech, and corporate) to identify solutions and create and execute a Delivery Experience project roadmap. Additionally, they will prepare and execute regular programme 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.
Salary Estimate

We offer a competitive salary in the range of £80,000 - £110,000 per annum, depending on experience, plus additional benefits.

Requirements
  • A bachelor's degree in business administration, marketing, customer experience, or a related field.
  • Over 3 years of experience in a senior customer experience manager role.
  • 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.

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