Digital Customer Experience Lead
| Dyddiad hysbysebu: | 09 Awst 2025 |
|---|---|
| Oriau: | Llawn Amser |
| Dyddiad cau: | 16 Awst 2025 |
| Lleoliad: | London, London, UB7 0GB |
| Cwmni: | Hays Specialist Recruitment |
| Math o swydd: | Cytundeb |
| Cyfeirnod swydd: | 4695962_1754736356 |
Crynodeb
We are hiring Digital Customer Experience Lead on contract for our client.
Your new company
With over 30 years' experience in loyalty, 40+ million active members and over 125 brand partners, our clients' Loyalty is a leader in the global loyalty space. We enable customers to earn incredible experiences and rewards.
Your new role
Contract duration - 6 months with potential extention
Location - London (Hybrid - 3 days per week from office & rest days from home)
You'll be leading the Digital Customer Experience team within Product, setting and leading the design strategy for our customer experience across our website and Apps, and accountable for UX Research, UX Ops and Content. We have a strong UX Ops and research team, so someone more experienced in service design, cross-channel UX and UI design experience would be required in this role. Also, someone fairly dynamic with a strong personality to lead the team
What you'll need to succeed
- Shape the design vision and strategy for our digital channels, working with product teams to ensure we build a delightful end-to-end experience for our customers.
- Collaborate with teams owning other customer touchpoints (CRM, Customer Contact Centre, airline and non-airline partners) to understand and shape the overall CX and service design for Avios customers
- Oversight of our customer experience and design output across products, ensuring our products come together within and across channels to create an impactful experience for our customers, and ultimately meet partner and business goals
- Accountable for setting CX standards, communicating and driving performance against these
- Powering the development of our UX Research, UX Ops and Content strategies, capability and team growth, in line with our wider CX vision and strategy
- Eventually, it may include line management of our UX Designers within the team (currently all contract resourced), including hiring, coaching and developing team members.
What we're looking for
- Experienced digital customer experience leader, ideally with a background in UX design and some experience in research, Design Ops and content.
- Passionate about digital customer experience, with an understanding of how this can be harnessed to drive business value.
- A confident, creative and results-driven leader
- Open and collaborative, with the ability to work with and positively influence product teams and stakeholders around the business
- Experience working within an agile product organisation
- Empowering line managers, with a focus on coaching and development
- Strong focus on equity, diversity and inclusion to drive the highest performing teams
- Experience within travel is a plus.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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