Head of Customer Experience

Reporting directly to the Chief Product Officer, the Head of Customer Experience plays a pivotal role in shaping the company's customer centric customer experience strategy. They will lead the customer services, experience design, and customer research and intelligence functions. This senior leadership role is pivotal in driving a customer-centric culture, ensuring exceptional customer service, and leveraging customer insights to inform product strategy and design.

MAIN RESPONSIBILITIES

Customer Service Leadership:

• Lead and manage the customer service department to deliver exceptional support and service to customers.
• Develop and implement customer service policies and procedures to ensure consistent and high-quality service.
• Oversee the resolution of complex customer issues and escalations, ensuring customer satisfaction and loyalty.
• Monitor and analyse key performance indicators (KPIs) related to customer service and implement strategies for continuous improvement.
• Champion all company policies, procedures and business ethics codes including anti-bribery policy and Environmental and Quality Management System, compliant with ISO standards

Experience Design:

• Design and implement comprehensive customer-centric experience strategies that align with overall customer and brand expectations and support in the vision of making EV’s easy.
• Collaborate with product, marketing, commercial, operational and IT teams to create seamless and delightful customer journeys across all touchpoints.
• Utilise customer feedback, journey mapping, and industry best practices to identify pain points and opportunities for improvement.
• Ensure consistency and excellence in customer interactions, both online and offline.

Customer Research and Intelligence:

• Develop and execute a robust customer research strategy to gather actionable insights on customer needs, behaviours, and preferences.
• Support product development and design through customer research including a variety of research methodologies, including surveys, focus groups, and data analysis, to gain a deep understanding of the customer.
• Analyse customer data and trends to inform product development, marketing strategies, and service enhancements.
• Communicate customer insights to key stakeholders, driving data-driven decision making across the organization.

Experience Reporting & Review

• Monitoring key performance metrics and use to inform future experience strategies and customer growth.
• Implement and develop the NPS measurement framework.

Strategic Leadership:

• Foster a customer-centric culture throughout the organisation, advocating for the customer in all business decisions.
• Collaborate with senior leadership to integrate customer experience insights into overall business strategy.
• Lead cross-functional initiatives to improve customer experience and drive business growth.
• Stay updated on industry trends, best practices, and emerging technologies to continuously innovate and improve customer experience.

PERSON SPECIFICATION

Required Experience

• Experience in customer experience, customer service, or a related field.
• Proven leadership experience in managing cross-functional teams and driving customer-centric initiatives.

Required Skills and Abilities

• Strong understanding of customer service principles and best practices.
• Expertise in customer experience design and journey mapping.
• Proficiency in customer research methodologies and data analysis.
• Excellent communication and interpersonal skills.
• Strategic thinking and the ability to translate customer insights into actionable strategies.
• Strong project management skills with the ability to manage multiple initiatives simultaneously.
• Passionate about delivering exceptional customer experiences.
• Customer-focused mindset with a deep understanding of customer needs and behaviours.
• Collaborative and able to work effectively with cross-functional teams.
• Innovative and open to exploring new ideas and approaches.
• Results-driven with a track record of achieving targets and driving improvements.

Desired Qualifications and Certifications

Bachelor’s degree in Business, Marketing, or a related field. MBA or advanced degree preferred.