Head of Customer Experience

CXO / Head of Customer Experience

Are you ready to lead the charge in transforming customer experience? Do you thrive in an environment that encourages innovation and forward thinking? If so, we have the perfect opportunity for you!

Position: CXO / Head of CX
Location: N/A
Reporting to: COO

About the Role:

As the CXO, you'll play a pivotal role in defining and executing our Air IT CX Strategy. Working closely with the COO and the leadership team, you will enhance overall customer satisfaction, loyalty, and experience. This is not just a job; it's an opportunity to shape the future of our customer interactions.

Responsibilities:

• Develop and execute the Air IT CX Strategy in collaboration with the COO and leadership team.
• Establish and measure critical success factors (CSFs), key performance indicators (KPIs), and objectives and key results (OKRs).
• Map the end-to-end customer journey, identifying gaps and implementing improvements.
• Foster a culture of continuous improvement and innovation in customer experience.
• Collaborate with various teams to ensure alignment with the CX strategy.
• Optimize touchpoints for all customer interactions to enhance the overall journey.
• Implement Service Desk Institute standards across all business units.
• Conduct annual customer NPS surveys, analyse results, and drive improvement initiatives.
• Provide training to employees to deliver a "world-class" service.
• Act as an ambassador of the "One Air" culture to optimize CX processes.

About You:

• 5-10 years of senior-level experience in customer experience roles.
• Expertise in customer service best practices.
• Strong communication, analytical, and problem-solving skills.
• Enthusiastic with a can-do attitude and an energetic approach.
• Proven ability to lead workshops for meaningful outcomes.
• Extensive experience in documenting processes and workflows.
• Highly organized with excellent time and priority management skills.
• Passion for a technology-first approach.
• Background in high-growth, fast-paced businesses.
• Experience in Private Equity-backed businesses is beneficial.
• Knowledge of company acquisitions and integration.
• Ambitious and results-oriented.

Benefits:

• 25 days annual leave plus bank holidays with the option to buy and sell up to 5 days per annum.
• Perks including quarterly and annual staff awards, funded social events, and referral bonuses.
• Excellent learning and development opportunities.
• Cycle to work scheme.
• Career development opportunities.
• Technology vouchers.

If you're ready to make a significant impact on our customer experience journey, apply now and be part of a team that values innovation, collaboration, and excellence. Join us in shaping the future of Air IT!