Head of Customer Excellence
Venn Group
- Cambridgeshire
- £70,000-77,000 per year
- Permanent
- Full-time
- 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.
- 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.