Head of CX

An established and growing agency is looking for a Head of CX for a well-loved brand to play a critical role in ensuring the brand delivers a positive and engaging experience to its customers, which leads to increased loyalty, growth and repeat business.

Along with a competitive salary, you will also receive 25 days holiday, 8x death in service, and a competitive benefits package.

This is a hybrid working role with a minimum 1 day per week in London.

Supporting the brand to deliver the 3-year strategy, the Head of CX will:

• Attend cross functional meetings and working groups
• Use the business and other agency’s research to influence the customer experience
• Promote, develop, and maintain the CX experience
• Map and program the customer journey
• Be responsible for innovation and ideation
• Organising CX safari’s and organise guest speakers and events
• Work with the insights team on research to identify customer needs and preferences, and use the finding to inform decision related to product development, service delivery, and customer communication
• Visit client retail sites once a month to experience the customer journey
• Service blue printing to influence recruitment, technology, store design and communications
• Journey mapping

We are looking for a Head of CX who has the following skills and experiences:

• Ability to write a CX strategy
• Previous CX experience with a research background
• Experience of a hospitality background would be helpful
• Retailer industry experience ideal with an appreciation of the physical retail environment, not just a digital brand.
• Experience of service design, service blue printing and journey mapping

To apply for this role as Head of CX, please click apply online and upload an updated copy of your CV.