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