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7 months ago
Location: Birmingham
Job type: Permanent
Category: Customer Service Jobs
Principal Customer Experience Design (Volume) (109127)

Job function
: Service enablement

Main location
: UK & Ireland-United Kingdom-London-London

Other Locations
: UK & Ireland-United Kingdom-West Midlands-Birmingham, UK & Ireland-United Kingdom-Avon-Bristol

: Full-time

Working pattern
: Standard

Salary : 0

Closing date
: May 31, 2019, 11:59:00 PM

Our purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities. We need you to help us do this.

Why this role matters

This role is central to all experiences we create for our smaller business customers – accountable for all Customer Experience and Process design for all Volume projects in the Enterprise plan. This person will be an expert practitioner – expected to define and assure best practice whilst influencing, leading and mentoring others. They will be the go-to person for this segment of customers, and will hold themselves and their team to account for creating meticulously crafted, world-class experiences for our customers. The objective for this team is simple: Create Great experiences and be sure they are what customers want.

For clarity, the definition of ‘Small Business’, though not black and white, is ‘smaller business customers expecting consumer-like experiences that are largely scalable, reusable, more digital and automated’.

We have around 1.2 million customers and serve over half the FTSE 350. Our customers range from big household names, government departments and public service organisations right through to small businesses and new start-ups. We cover both the communications and IT services markets. Overall we’re focused on four main product markets: Fixed Voice; Mobility; Fibre and connectivity; networked IT services provided over the biggest UK network in both fixed and mobile communications. We also provide network IT services to corporate and public sector organisations in the Republic of Ireland.

Our Wholesale business helps communications providers (CPs) and other organisations provide fixed or mobile phone services. Our ventures provide mass-market services like directory enquiries and payphones, and enterprise services including Fleet Solutions and BT Redcare. We also offer specialist enterprise services to our Internet of Things customers

What you'll be doing

* Lead, build, inspire and enable teams of customer experience and process designers to be brilliant; setting ambitious expectations and creating the right culture for people to succeed
* Accountable for driving standardised execution across the team ensuring the approach to design is aligned to the CX frameworks, principles and toolkit – ensuring reusability where appropriate (more often than not)
* For all projects in the volume segment, responsibility for designing the target customer experience for all scenarios using a customer-led methodology (embedding customers in the process)
* Accountable for creating creative, innovative and brilliant experiences – always challenging whether it’s the best possible – leaving no stone unturned
* For all customer experiences, responsible for designing and documenting the underlying processes required to enable them
* Building key relationships across Product, Props, Trials, Sales, Service, Digital and Technology to ensure that the designs are supported and ultimately made the reality
* Accountable to the CX Director for quality of launches and recommending readiness to launch (or not) in collaboration with the Snr Manager for CX Trials
* Ensure a clear roadmap of CX improvements over time for established and new products in Volume – identifying improvements and taking ownership of CX for this segment

We'll also need to see these on your CV

* Exceptional communication skills – able to story-tell and engage audiences at all levels of seniority
* Understands and is fluent in articulation of how to be customer centered, how to Create Great experiences and can mentor people to do similar
* Team leadership – able to set the pace, lead by example, inspire and deliver with sizable teams
* Able to visualise, articulate and solve complex problems and concepts
* Able to make and guide effective decisions, explaining clearly how the decision has been reached
* Able to equally see the big-picture and immediate priority – balancing the two things and understanding the wider implications
* Strong project management skills
* Understands users and can identify who they are and what their needs are based on evidence
* Understands the difference between Customer Experience and Business Process

Mandatory Skills Required:

Experience of building and leading teams of 10+ people, having led creative Experience/Service Design teams strongly preferred

A portfolio of outstanding work / case studies of Creating Great customer experiences from concept to in-life

Demonstrable experience in driving and embedding change

Experience of innovating to drive customer experience differentiation

Experience of previously running customer experience workshops and co-creation sessions

Some experience and a passion for digital and the process to create digital experiences

Experience of communicating and influencing up to MD level in a corporate

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