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Working for a global B2B2C travel and hospitality technology business with millions of global customers, the Global Head of Customer Experience / Customer Experience Director / Head of Customer Operations role involves building and executing a technology/infrastructure roadmap that gives a world-class and seamless consumer experience, by anticipating/removing problems, helping customers to quickly self-serve and rapidly resolving more complex issues.
With teams around the world, including 200 in London, they have ambitious plans to drive the business’ continued growth using investments in technology.
This is a London/hybrid role.
The Global Head of Customer Experience / Customer Experience Director / Head of Customer Operations will:
Work with multiple colleagues to own and manage the day-to-day performance of service queues for customers and partners
Lead on projects to meet internal goals e.g. reducing handling time
Create business insights, KPIs and measure effectives e.g. agent level reporting to create productivity targets
Technology will form a key part of how they do this, and they’re always looking to innovative ways to solve customer and partner problems in a way that leaves everyone who interacts with them feeling they are ‘always easy’ to work with.
Lead the global operations team for the business which deals with all queries from customers and partners
Accountable for the management of:
our outsourced, offshore contact centre (India) to deal with customer queries across phone, email and chat
a team of colleagues and an outsourced provider (Philippines) who support our partners, both attraction and trade
Proactively manage timely and effective responses to customer comments on external channels such as social media and review sites
Execute key offline activities in support of specialised internal processes
Onboard new partners, ensuring that relevant training and support is in place
Responsible for key partner processes including contract setup, payment reconciliations, etc
Proactively seek feedback from Partners and measure changes against improvement initiatives
Manage the performance of our outsourced partners identifying areas for improvement and creating plans to achieve them
Identify and prioritise performance gaps with partners and internal stakeholders e.g. policy workforce management, and owning performance improvement strategies when required
Working closely with the Finance team, manage a team of colleagues who ensure we maintain acceptable levels of risk whilst minimising the impact on the customer purchasing experience
Ensure we capture and have available all customer feedback, distilling key messages and insight for the organisation
Successfully manage larger operational changes across the team and other parts of the organisation
Relentlessly driving change – surfacing issues across Care operations, generating hypotheses, landing improvements, and working with the Product Management & Engineering teams to optimise the use of technology within your area
Candidates for the Global Head of Customer Experience / Customer Experience Director / Head of Customer Operations role must have:
Very strong experience driving operational and technology change, to positively impact consumer experience / CX in a mass consumer sector, such as eCommerce, travel, media, marketplaces, etc.
Significant experience as an Operations manager in a fast moving and dynamic company
Experience of BPO and the management of 3rd party suppliers for the effective delivery of services
Is results driven, with experience of leading performance improvement projects
Can prioritise effectively and lead on multiple project workstreams concurrently and independently
Is knowledgeable of service systems (e.g. Zendesk / ServiceNow) and has experience of creating synergies across systems
Has strong analytical background, able to review, understand and drive team performance through metrics
Hands-on experience of adopting new technologies in the context of making global operations more effective and efficient
Experience in recruiting, managing and coaching multiple individuals and direct reports
Strong communication skills in working with colleagues and senior management
Find out more about how Intelligent People can help with product design and UX recruitment.
