Head of Customer Experience

£50000 per annum
07 Nov 2017
05 Dec 2017
Recruitment Genius Ltd
Public Sector
Customer Service
Contract Type
Full Time
This award winning insurance broker is looking for a Head of Customer Experience (HCE) to define and drive their online and offline consumer experiences. Map out and develop leading frameworks and deliver excellent customer service and increased customer satisfaction and retention.

The HCE will be responsible for all client "touch points" from point of quotation through to purchase, point of sale documentation/literature, collection of documents, mid- term interactions and renewal. Have overall responsibility of the "voice", brochureware and literature within their multi insurance product and brand organisation.

Key Result Areas:

- Overall productivity
- Add on product penetration
- Customer attrition
- Customer retention
- Customer satisfaction - surveys
- Customer satisfaction - reviews
- Consumer behaviour analysis - stickiness / drop off

Skills, Competences:

- Ability to work on own initiative and as part of a team
- Ability to work within the rules and guidelines of a regulated industry
- Able to communicate effectively to people at all levels across various mediums
- Project management
- Planning, organisational, time, and change management
- Problem solving & root cause analysis
- Behavioural change
- Process reengineering
- Creativity
- User behaviour analysis expertise to prioritise through value based optimisation on top sales and service.
- Be competent in leading regular, effective stand-up agile status meetings for decision making, prioritisation, programme delivery tracking, resource & budget forecasting & management

Experience Required:

- Previous experience as a Head of Customer Experience or similar senior role.
- Over 5 years of consumer related ecommerce experience
- Creative
- An ability to understand what their customers want and be tuned into behavioural changes
- Excellent organisation skills, attention to detail, and ability to prioritise actions
- Ability to work independently and effectively in a fast-paced environment, and to juggle several projects with a spirit of flexibility and a positive outlook
- Willingness to do whatever it takes to get the job done, no matter how big or small
- To write and communicate verbally in an effective and compelling manner