Customer Experience Lead – IT, Telco, UCaaS, CC – Mainly remote (2d/month LDN)
We are looking for an experienced Customer Experience Lead to drive the customer journey for our cloud communications and telecom solutions. The role is primarily remote, with around 2 days per month spent in central London.
Key Responsibilities
* Lead the design and mapping of end‑to‑end customer journeys for Telco/IT focused solutions.
* Analyze current customer touchpoints, identify gaps, and create improvements.
* Work closely with Sales and Operations teams to shape pre‑sales & post‑sales processes.
* Develop and report on journey metrics, using reporting tools to inform stakeholders.
* Deliver clear communication and presentations to leadership on CX initiatives.
Qualifications & Skills
* Proven commercial track record as a Customer Experience Lead in Telecom/Communications.
* Experience with UC, UCaaS, contact centre or similar solutions.
* Strong knowledge of post‑sales journey design, mapping, metrics, and reporting.
* Excellent communication, collaboration, and presentation skills.
Desirable
* ITIL certification.
* Agile mindset.
Location
2 days per month in London; fully remote otherwise. Please state your availability on your CV.
Salary & Benefits
Annual salary: £75,000 + car allowance (£500). Benefits include great holiday, comprehensive medical & family coverage, life assurance, gym, breakdown cover, and third‑party discounts.
Application Instructions
Applicants will be asked to clarify their location and availability. We do not accept calls to the switchboard; one of our consultants will contact suitable candidates.
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