Customer Experience Lead – IT, Telco, UCaaS, CC, Customer Journey, Mapping, Sales, Insights, Metrics, NPAS, ITIL, Contact Centre, Cloud Communications. Mainly remote (2 days per month in London).
This is a fantastic permanent Customer Experience Lead opportunity with a leading London‑based tech organisation. The role is mainly remote with around 2 days per month in central London, working from home the rest of the time. Previous experience leading the customer journey for Telco/IT‑focused solutions is essential, as is experience within Communications (ideally Cloud, UC, UCaaS, Contact Centre, etc.). The Customer Experience Lead will understand existing customer experience, map and report on the journey, and continually improve end‑customer experience. The role works closely with Sales and Operations, focusing predominantly on the post‑sales journey while also shaping pre‑sales customer processes and best practices. Excellent communication, collaboration and presentation skills are essential.
Key skills as Customer Experience Lead
* Proven commercial track record as Customer Experience Lead on Telco / Communications solutions
* UC, UCaaS, Contact Centre or similar
* Post‑Sales e2e Customer Journey design & mapping
* Metrics
* Reporting
* Excellent communication and presentation skills
Desirable skills as Customer Experience Lead
* ITIL
* Agile
This is an exceptional Customer Experience Lead opportunity with car allowance (£500), training and career development and a great package (great holiday, medical (including family), life assurance, gym, breakdown, 3rd party discounts etc).
Important application notes
* PLEASE READ BEFORE APPLYING*
* PLEASE DO NOT CALL THE SWITCHBOARD TO DISCUSS APPLICATIONS* – Due to high volume we cannot discuss individual applications; one of our consultants will contact you if your application is suitable.
* As the role requires 2 days per month on site in London sometimes at short notice, please ensure your location is clear on your CV/application. Applications without a specified location may be rejected.
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