Customer Experience Lead (Customer Service)

TL;DR

Customer Experience Lead (Customer Service): Leading a global customer service team to optimize customer journeys and implement process improvements with an accent on reducing customer effort and increasing first-time resolution. Focus on leveraging Voice of the Customer (VOC) and operational metrics to identify pain points and delivering cross-functional continuous improvement projects.

Location: Must be based in the UK within reasonable commuting distance to Abingdon (Hybrid: onsite 3 days per week).

Company

A leading academic publishing and business intelligence business listed on the London Stock Exchange and member of the FTSE 100.

What you will do

• Lead and inspire the customer service team to provide excellent service in line with company policy and best practices.
• Take ownership of complex and escalated customer queries through to resolution to increase satisfaction.
• Identify customer experience improvement opportunities using VOC, operational metrics, and best practice methodology.
• Conduct process mapping, gap analyses, and SME interviews to develop recommendations for solving customer pain points.
• Develop business cases, estimate cost/benefit, and manage the delivery of continuous improvement projects.
• Compile and cascade monthly performance reports and provide constructive feedback on new processes.

Requirements

• Must have the right to live and work in the UK.
• Must be located within reasonable commuting distance to Abingdon for 3x weekly onsite reporting.
• Demonstrable leadership experience in Customer Service within an office environment.
• Experience supervising colleagues and managing teams against KPIs and SLAs.
• Advanced knowledge of Microsoft Office, SAP, and Salesforce.
• Proven experience in managing projects and engaging contributors at all levels.

Nice to have

• Understanding and experience using Lean 6 Sigma methodology.

Culture & Benefits

• Flexible working culture with an emphasis on work-life balance.
• 25 days annual leave plus birthday and end-of-year discretionary days off.
• Company-funded single cover private medical insurance and 24/7 well-being support.
• Share Match plan and company pension scheme.
• 4 paid volunteering days per year.
• Life assurance, optical, and medical care.