Head of Customer Experience Insight and Optimisation

Job Ref: DJMA32091
Job Title: Head of Customer Experience Insight and Optimisation
Location: Flexible Location with travel to London
Salary: £75-85k dep on skills and experience
Employment Type: Permanent

Working for this fast growth regulated business, this is a pivotal role for an individual to lead on Customer Experience optimisation, designing and developing the customer journey.

In this highly visible role you will be the go to contact for internal and external partner stakeholders.
Owning the customer insight framework, voice of the customer and feedback solutions, you will work cross functionally to launch new products and solutions, whilst identifying pain points within existing customer journey to enhance and optimise the customer experience.

You will require excellent communication skills, and a proven track record delivering customer experience strategy, journey design and detailed insight and CX analysis, with a view to building best in class across both customer experience and service delivery.

For more information or a confidential discussion please contact us, or forward an application CV

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.

Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters – We are trusted experts in high performance leadership delivery.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

MI Analyst

Job Ref: DJPF32106
Job Title: MI Analyst
Location: North West with home working
Salary: up to £32,000 per annum + benefits
Employment Type: Permanent

An exciting opportunity has arisen for an MI Analyst to join a fast-paced and evolving business who are going through extensive change and innovation. As an MI Analyst you will have the responsibility to innovate, create and develop high quality new MI in the form of reports, dashboards and businesses intelligence.

Responsibilities:
• Accountable for developing suites of key MI reports, dashboards and business intelligence
• Accountable for key interactions with Senior Operations from a stakeholder and service review
• Accountable for Developing reporting into automated formats using SQL, Power BI, VBA and Advanced Excel
• You will work with other departments to analyse customer behaviour and campaign performance, providing insight to inform business decision making
• Lead on implementation of reporting standardisation projects
• Provide a consultative approach to assessing and delivering MI solutions throughout the business
• Ensuring we’re using the latest industry best practices to improve/update our methodologies

You will ideally have:

• Experience with SQL queries
• Experience with VBA and Microsoft Excel (advanced)
• Experience with data Visualisation Tools (PowerBI Advantageous)
• Ability to operate and work at Advanced level report writing
• Experience of Stakeholder Management at a senior level

We invite application from individuals with a proven track record at developing and delivering a customer experience strategy, ideally within a small/mid sized business and across ecommerce and or a subscriptions business.

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.
Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters – We are trusted experts in high performance leadership delivery.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

MI Support Analyst

Job Ref: DJPF32104
Job Title: MI Support Analyst
Location: North West with home working
Salary: up to £26,000 per annum + benefits
Employment Type: Permanent

An exciting opportunity has arisen for an MI support Analyst to join a fast-paced and evolving business who are going through extensive change and innovation. As an MI Analyst you will have the responsibility to innovate, create and develop high quality new MI in the form of reports, dashboards and businesses intelligence.

Responsibilities:
• Accountable developing suites of key MI reports, dashboards and business intelligence
• Accountable for key interactions with Senior Operations from a stakeholder and service review
• Accountable for Developing reporting into automated formats using SQL, Power BI, VBA and Advanced Excel
• You will work with other departments to analyse customer behaviour and campaign performance, providing insight to inform business decision making
• Lead on implementation of reporting standardisation projects
• Provide a consultative approach to assessing and delivering MI solutions throughout the business
• Ensuring we’re using the latest industry best practices to improve/update our methodologies

You will ideally have:

• Microsoft Excel (advanced)
• Reporting experience
• Ability to operate and work at Advanced level report writing
• Experience of Stakeholder Management at a senior level

We invite applications from individuals with a proven track record at developing and delivering a customer experience strategy, ideally within a small/mid sized business and across ecommerce and or a subscriptions business.

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.

Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters – We are trusted experts in high performance leadership delivery.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Customer On-Boarding Manager

Job Ref: DJKG32102
Job Title: Customer On-Boarding Manager
Location: Cambridgeshire (mix of home and office working)
Salary: £50k (plus some great company benefits)
Employment Type: Permanent

Working for an innovative, fast paced, health tech client with a startup methodology, this amazing forward-thinking company is looking to expand their team and are hiring for a Customer On-boarding Manager to join their organisation.

Responsibilities include:
• Creating on-boarding strategies and leading the change activities to improve customer and employee experience
• To lead and enable new processes and technology to deliver innovation and new ways of working
• Implement new operational capabilities to deliver continuous improvement
• To work across cross-functional teams and design and embed new agile practices
• To have outstanding stakeholder management experience

The ideal candidate will have experience within onboarding the customer, continuous improvement, operational excellence and customer experience with a natural confidence and gravitas to work alongside its peers for this global digital brand. You will need to have digital or e-commerce experience and ideally work and have worked various projects within the customer and consumer centric space. If you are highly motivated with a passion for driving operational change, then please get in touch.

We invite application from individuals with a proven track record at developing and delivering a customer experience strategy, ideally within a small/mid sized business and across ecommerce and or a subscriptions business.

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.

Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters – We are trusted experts in high performance leadership delivery.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Customer Experience Manager

Job Ref: DJHC32075
Job Title: Customer Experience Manager
Location: Hull/ Leeds (home and office based)
Salary: Up to £50k
Employment Type: Permanent

We are delighted to be working in partnership with a business going through large scale Customer Experience transformation. We are looking for a talented Customer Experience Manager to join this exciting people focused organisation.

This is an opportunity to create a Customer Experience function at the start of a huge journey and make a big impact on business performance.

Responsibilities:
• To understand, evaluate and then curate the desired Customer Experience for the organisations diverse customer segments
• To proactively increase customer satisfaction and loyalty, by anticipating and meeting customer needs
• Define and implement a complaints management policy for the business outlining the expectations for capturing, responding to, resolving, and fixing root causes of complaints
• To act as an ambassador for customers, bringing the customer perspective to life for colleagues across the business, and championing the benefits to the business of focussing on customer outcomes
• Leadership of up to 10 FTE in quality, complaints and insights roles

Key requirements and behaviours:
• Customer satisfaction comes first! Nothing makes you happier than a 5-star Customer Experience
• Exemplary stakeholder management capability to a senior level, a powerful storyteller with the ability to influence, persuade, challenge and compel senior leaders to take action
• Superb change management skills
• Excellent people leadership skills with a passion for creating a culture of engagement and empowerment
• Complaints management experience

If you are interested in applying for this position, you will need to have a proven track record of Customer Experience management and improvement including journey mapping, analysing customer feedback data and complaints root cause analysis.

You must be an inspirational and people focused leader with credibility to influence change at a senior level.

We invite application from individuals with a proven track record at developing and delivering a customer experience strategy, ideally within a small/mid sized business and across ecommerce and or a subscriptions business.

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.

Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters – We are trusted experts in high performance leadership delivery.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Head of Field Operations

Job Ref: DJHC4310
Job Title: Head of Field Operations
Location: South East with national travel
Salary: Up to £90k salary plus benefits
Employment Type: Permanent

I am looking for a talented Head of Field Operations for a global organisation. This role will involve significant UK travel.

You will take operational responsibility of the field based service team, embedding a ‘sales through service’ culture and driving Customer Experience aligned to the brand ethos and values.

Responsibilities:
• Manage a field based team of approx. 150FTE located across the UK
• Aligning the performance of service operation to provide maximum Customer Experience outputs
• Embedding a sales through service culture and creating additional revenue streams for the business
• Be accountable for the performance of the field based operation ensuring efficiencies are maximised
• Significant Employee Engagement facilitating new performance, Customer and commercial strategy delivery

Key requirements and behaviours:
• Demonstrable experience of successfully motivating and engaging field based teams across large geographical areas (national would be an advantage)
• Experience embedding and driving behaviours that are aligned to brand values
• Proven ability of driving large teams to maximise revenue and promoting the identification of sales opportunities
• Experience of successfully leading and motivating operational teams significantly increasing Employee Engagement
• Customer centric having spent significant time contributing to company-wide customer agendas and advocating Customer Experience excellence
• Extremely performance focused
• Strong commercial acumen
• A driver of change
• Peoples person being able to effectively build credible relationships at all levels
• Continuous improvement mindset
• Continuously striving for excellence

If you are interested in applying for this position, you will need to have a proven track record of managing diverse field based teams in a customer service environment in very customer centric cultures.

You will need credibility to influence change at a senior level and be very performance and outcome driven. Experience working for a branded organisation is a must due to the realignment to the brands ethos and values.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.