Customer Experience Lead
Department: Customer Operations
Employment Type: Permanent - Full Time
Location: Cardiff (Credas)
Reporting To: Chief Commercial Officer
Description
We're looking for a Customer Experience Lead to drive our Customer Service function, drive operational improvements, and inspire a culture of excellence across the department. As the Customer Experience Lead, you’ll work closely with our Senior Management Team (SMT) to shape systems, measure performance, and drive innovation through insights and leadership.
This role is ideal for a dynamic leader with a strong background in customer operations, data analysis, and team development, who thrives on solving problems and delivering outstanding service.
Key Responsibilities
Client Services & Customer Relations
* Lead and inspire the Customer Service team to deliver exceptional service and support.
* Serve as the escalation point for complex complaints and sensitive client issues, ensuring timely and effective resolution.
* Build and maintain strong relationships with internal and external stakeholders, representing the voice of the customer across the business.
Operational Structure & Systems Development
* Design and implement efficient, scalable service delivery models aligned with business goals.
* Own the development and refinement of systems and procedures that support service excellence.
Operational Analysis & Performance Measurement
* Utilise data analytics to track service performance, customer behaviour, and satisfaction trends.
* Provide reporting and recommendations to the Executive Team to inform business decisions.
* Establish and monitor key performance indicators (KPIs), using these to guide continuous improvement initiatives.
Coaching & Leadership
* Mentor and coach lower-level managers and team leaders, fostering a high-performance culture.
* Create and implement development plans to support staff progression and capability building.
* Champion cross-functional collaboration and knowledge sharing to enhance team cohesion and effectiveness.
Problem Solving at SMT Level
* Collaborate with Senior Management to resolve operational challenges and lead service transformation initiatives.
* Contribute to strategic discussions with actionable insights and service-focused recommendations.
Policy & Compliance Oversight
* Act as a guardian of service-related policy and procedure, ensuring all practices align with legal, regulatory, and quality standards but most importantly, with our values.
* Promote a culture of compliance and accountability across the service team.
Skills, Knowledge & Expertise
We’re looking for a strategic thinker and strong communicator who leads with empathy and clarity. You’ll be passionate about delivering meaningful client outcomes and have a proven track record in driving operational excellence.
* Extensive experience in customer service and operations management, ideally within a contact centre or high-volume service environment.
* Strong analytical mindset with experience in performance reporting and data-driven decision-making.
* Proven leadership experience with the ability to mentor, develop, and empower teams.
* Adept at managing complexity, handling escalations, and influencing change at senior levels.
* Excellent communication and presentation skills, with the ability to translate data into strategic insights.
If you're ready to take the lead in shaping service delivery that genuinely makes a difference, we’d love to hear from you.
Job Benefits
At Dye & Durham we strive to be visionaries! As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities. We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity.
Do you share our DNA?
* We ask how tomorrow can be better than today
* We are passionate about solving our customer's challenges
* Our ideas break boundaries
* We value different perspectives and encourage dialogue
* We take ownership and celebrate together
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