Head of Customer Excellence

A position has arisen for a Head of Customer Excellence in Cambridgeshire.

The role will be pivotal in transforming the customer service experience within the Finance sector. It involves crafting and executing a comprehensive strategy that aligns with the broader objectives of the re-imagining Professional Services initiative. The goal is to establish a seamless, modern service delivery framework that enhances user satisfaction and engagement.

Responsibilities:

• Formulate a comprehensive Customer Experience Strategy, encompassing all service lines to enhance transactional and advisory interactions.
• Cultivate robust relationships with key stakeholders to gain insights into functional capabilities and diverse customer needs.
• Promote the consistent application of customer excellence standards throughout the division, ensuring a seamless transition from the initial transformation to ongoing operations.
• Establish and uphold a Customer Experience Framework, leveraging digital insights to create an integrated and superior user experience across various platforms.
• Act as a champion for user-centric approaches for processes, implementing necessary tools and strategies to foster a culture of customer focus.
• Facilitate the development and acceptance of a balanced Service Level Agreement framework, ensuring comprehensive service delivery and the establishment of performance and satisfaction metrics.
• Implement strategies that foster cultural change, emphasizing the importance of the customer in business operations.
• Establish a supportive framework for customer account management that aligns with the customer-first approach.
• Monitor customer satisfaction diligently, address potential issues promptly, and celebrate achievements in service excellence.
• Question and alter established organizational practices to advocate for a customer-focused shift in operations.
• Develop a structured helpdesk system with clear issue resolution protocols, informed by performance analytics.
• Commit to delivering customer-oriented results by making decisions based on insights and following through with action plans for continuous improvement.

Criteria:

• Demonstrated ability to lead service delivery within large, complex organizations.
• Skilled in digital transformation focused on enhancing customer experience, including journey mapping and agile methodologies.
• Proven track record of fostering sustainable customer relationships and being recognized as a trusted industry professional.
• Leadership experience in setting visions, directing teams, and motivating individuals to align with business objectives.
• Essential change management capabilities, with a history of contributing to operational improvements and customer satisfaction.
• Extensive background in navigating decentralized, multifaceted organizational structures and stakeholder landscapes.

They offer a comprehensive reward package to attract, motivate and retain high performing staff at all levels and in all areas of work including: Family leave entitlement, shopping and travel discount schemes, health and wellbeing benefits, generous annual leave and pension package.

If this opportunity is of interest to you, please apply with your up-to-date CV now.

Venn Group is an equal opportunities employment business and employment agency and welcomes applications from all candidates.