What Does Customer Experience Mean To You?
It encompasses all interactions that a customer has with a company, from pre-purchase research to post-purchase feedback, and everything in between.
The goal of CX is to create a positive and memorable experience for customers so that they will return and continue to do business with the company.
A good customer experience is achieved through a combination of efficient processes, quality products and services, and effective communication and customer support.
In today's highly competitive business environment, companies are increasingly recognising the importance of delivering a positive customer experience, as it can have a significant impact on customer loyalty, satisfaction, and brand reputation.But what does Customer Experience mean to you and what will your Director of Customer Experience need to deliver for you?
Customer Experience, or Customer Experience?
In a recent survey of our Customer Experience network we asked when we consider more than 50% of the role duties, what does your Customer Experience role mean?
- 40% responded Customer Service Operations
- 41% Customer Strategy and Design
- 19% Customer Insight/Analysis
If you search "Customer Experience" in a job search in the UK, you will see some of the problem, over 17,000 roles mentioned the words Customer Experience in a recent result. Clearly, all of these roles were not purely a Customer Experience Lead or Director but still, it explains some of the problems faced by companies who wish to appoint a Director of Customer Experience and this is why we believe so many Customer Experience Director appointments fail.
When it comes to CX, very few roles are the same.
Customer Experience can be something very different dependant on the business you work or apply to work for, dependant on the emphasis the board place on Customer Experience, the maturity of the journey, where customer experience sits in the organisational structure.
Once you have considered the above, then look at the ratio of all the following activities you want the Customer Experience Director to lead and the importance you place on each of these areas:
Customer Operations, Customer Service Delivery, Insight, Analytics, Continuous Improvement, Customer Journey/Design, NPS/CSAT, CRM, Digital Experience, UX and UI, Voice of the Customer
Before going to market we recommend mapping out the role in terms of the above to help you on the way to securing the right Customer Experience Director to give you the best success of delivering the results and return on investment we know companies with great CX achieve.
Customer Experience Director Salaries
In data taken from our Customer Director report on the role of the Customer Experience Director, the average salary is £130,200, the range was £95,000 to the highest salary £250,000.
In our Movers and Shakers Winter '23 report, which included the months between November 2022 to January 2023, we saw a 25% increase in total moves (promotions and new appointments), in comparison to the 3 months previous and an uplift of 58% in new appointments.Over the last 6 months, we tracked a total of:
Despite the highly publicised tech layoffs, the Technology sector still saw the most customer move appointments at 23.8% followed by Financial Services at 18.2%. Looking at gender diversity across the customer moves, 51.4% of appointments tracked were female.
Hiring a Customer Experience Director
Before you start interviewing your next Customer Experience Director, take a moment to review these top three questions to ask a Customer Experience Director in an interview.
These short top tip questions include a 'Must ask' question before you and your business considers any future Customer Experience Director appointment and will help you hire a Customer Experience Director who is more likely to deliver your goals, be more successful and stay with you for longer.
If you are considering a Director of Customer Experience, or other customer leadership professional to help improve your operations and drive CX transformation, then Douglas Jackson are leading the way in Customer Experience executive search. Contact us to see how our tried and tested Impact 360 process will help you improve the retention and success of your new hires.
Schedule a no obligation meeting to discuss more about how best to hire a Director of Customer Experience
Customer Experience Director Case Studies
Take a look at some of our recent Case Studies:
- A Customer Experience Director EMEA for a Luxury Consumer Goods business
- A Customer Service Director for a large Utilities business
- A Multi Channel CX Strategy Director for a top 5 Insurance company
- A Customer Experience Director for a Housing Association
- A Guest Experience Director with a leading travel and holiday company.
If you are considering a Director of Customer Experience, or other customer leadership professional to help improve your operation and drive CX transformation, then Douglas Jackson are leading the way in Customer Experience executive search. Contact us to see how our tried and tested Impact 360 process will help you improve the retention and success of your new hires. If diversity is important to you in your next shortlist, 58% of our appointments were from diverse individuals since 2017.