Customer Experience

Description:

An exceptional customer experience can come in many forms. We value the diverse perspectives that exist outside of higher education, and the impact they could have on our student experience. If you believe in a human-centered approach to experience design, and are committed to building an inclusive, supportive working environment we'd encourage you to apply.

What will you be doing?

As Director of Customer Experience, you will shape and drive our approach to customer service. This means you will:

• Provide exceptional leadership for a number of customer service teams, ensuring that they deliver high standards and meet user expectations.
• Establish new approaches to understanding what our users need and ensuring that drives the way we work.
• Work collaboratively across teams and the wider university to develop coherent customer journeys.
• Shape consistent customer touchpoints across all channels, including digital content and customer communications.

You should apply if

• You’re passionate about delivering a great customer experience for our students.
• You have a track record of driving change and improvement for users in complex environments.
• You’re an exceptional leader of customer service teams, with the ability to balance and manage competing priorities.
• You work in collaborative and open ways and build excellent stakeholder relationships.
• You have experience of overseeing improvements in customer communications and digital content.