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Role Summary
Reporting to the Group Customer Experience Lead, this role is responsible for driving service excellence in line with the Group CX strategy across all customer touchpoints and channels, including the contact centre, social media, retention and digital sales, and customer operations teams. The role also oversees customer experience KPIs across all customer journeys to ensure high customer satisfaction.
Key Responsibilities
- Culture & Strategy Drive a customer-first culture through collaboration and service excellence.
- Service Quality & Governance Monitor customer satisfaction, drive improvements, and oversee CX performance reviews.
- Contact Centre & Customer Engagement Deliver exceptional customer experiences, manage complaints, and turn feedback into improvements.
- KPIs, Reporting & Measurement Track CX KPIs, enforce reporting standards, and provide insights to leadership.
Qualifications
- Bachelor’s degree with 8-10 years’ CX leadership experience across technical and business environments.
- Experience in high-volume call centres using CX tools and structured frameworks.
- Led people, culture, and transformation initiatives.
- Strong communication, influencing, and stakeholder management skills.
- Results-driven, analytical, and effective in fast-paced environments.
- Hands-on, proactive, and detail-oriented with a focus on quality.
- Strong understanding of process efficiency and service excellence.
- Adaptable and able to pivot quickly for continuous improvement.
How to Apply
Deadline, Monday 1st June, 2026.
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