What you’ll be doing
as Contact Channel CX Lead
1. Channel Oversight: Oversee and continuously optimise customer contact journeys across all inbound and outbound channels, including telephony, IVR, webchat, WhatsApp, email, SMS, online account management, and outbound communications.
2. Team Leadership: Lead and manage a team of journey managers and channel owners, ensuring cohesive delivery and ongoing improvement of all customer touchpoints.
3. Best Practice Implementation: Apply best practices in channel management and campaign strategy to drive performance outcomes and enhance customer satisfaction.
4. Insight Integration: Integrate customer insights, business intelligence, and dashboarding to identify pain points and address the drivers behind customer contact.
5. Experience Design: Champion cross-channel storytelling and holistic experience design to create seamless and engaging interactions throughout the customer lifecycle.
6. Technology Adoption: Prepare the organisation for the adoption of new communications platforms and emerging technologies, ensuring readiness for transformation and innovation.
7. Collaboration Facilitation: Facilitate collaboration across traditionally siloed teams and processes, building unified and effective customer journeys.
8. Stakeholder Engagement: Engage stakeholders effectively and provide leadership in driving cross-functional projects and continuous improvement initiatives.
Base location: Hybrid/Reading (minimum one day in the office per week, with flexibility to attend additional days as required for team meetings, projects, or during onboarding)
Working pattern or hours: 36 hours per week (Monday to Friday)
What you should bring to the role
9. Proven experience in channel management, campaign management, marketing, communications, public relations, or service design—especially in email and SMS channels
10. Expertise in designing and optimising end-to-end customer journeys
11. Experience leading journey managers and channel owners
12. Strong background in gathering insights, business intelligence, and dashboarding
13. Demonstrated ability to leverage data for informed decision-making
14. Ability to bridge traditionally siloed teams and processes to foster integrated customer experiences
15. Familiarity with communications technology platforms such as SAP, Salesforce, Adobe, and AWS
16. Excellent stakeholder engagement and leadership skills
17. Deep knowledge of multi-channel customer journeys and channel best practice
18. Experience in service design, journey mapping, and customer research
19. Strong analytical skills and commercial awareness
20. Leadership experience managing high-performing teams
21. Experience in Agile product delivery environments(desirable)
22. Background in campaign management, marketing, communications, or PR (desirable)
23. Knowledge of new contact technologies and digital transformation (desirable)
What’s in it for you?
24. Competitive salary from £62,650 - £70,000 per annum
25. 26 days holiday per year increasing to 30 with the length of service (plus bank holidays)
26. Car Allowance
27. Performance-related pay plan directly linked to company performance measures and targets
28. Generous Pension Scheme through AON
29. Private Medical Health Care
30. Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance