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We have a vacancy for an enthusiastic and driven CEX professional to join our clients busy, vibrant team. The successful candidate will be motivated, resilient, organised, high calibre and dedicated to delivering a great customer journey - We need someone whom has a wealth of experience & CEX improvement& can do thing professionallyat pace.
About the role:
- Drive the CEX strategy, lead, mentor, & develop a high performing CEX team
- Oversee the WFMto ensure optimal CEX coverage & seem lessjourney for customers. You will implement workforce planning tools.
- Review the voice of the customer & adapt where possible to improve CEX.
- Work in collaboration with other areas of the business IT, operations, marketing, quality, finance, marketing & legal teams.
- Lead from the front by actively engaging with customers when necessary, handling complex escalations with professionalism and empathy while setting a high standard for the team.
- Design strategy for new tooling, technologies and work closely with our senior Customer Happiness operations manager to implement, and manage our third party vendor relationships to create an exceptional customer experience.
- Crystallise, communicate and leverage customer insights and data analytics. Identify trends, pain points, and opportunities to enhance customer experience.
- Define & drive CEX process improvements & support customer retention strategies.
- You will design & implement customer journey framework focusingon engagement & value added support.
- Ideally you will have experience leading a CEX function & managing globally
- Strong leadership & management capabilities. you will be able to drive functions both UK & overseas.
- Data driven, with the ability to report & utilise data insights to improve CEX performance.
- Understand the direction CEXtech (including; Automation & AI)
- Experience managing change & transformation in fast paced enviroment
