Head of Customer Experience & Journey Design

📋 Description

• Lead CX and service design for post-booking journeys.
• Use data and insights to drive decisions and outcomes.
• Map journeys and optimize processes to reduce friction.
• Define and optimize CX SaaS platforms and technology usage.
• Shape post-booking communications strategy with stakeholders.
• Align CX/service design with operations; lead a cross-functional team.

🎯 Requirements

• Proven CX and service design leadership.
• Leadership of multidisciplinary teams.
• Knowledge of CX tech platforms, especially CRM systems.
• Data-driven, strategic thinker with analytics.
• Excellent communication across stakeholders.
• CCXP certification or related degree (desirable).

🎁 Benefits

• Company pension contributions at 5%.
• Individualised training budget for on-the-job growth.
• Discounted holidays for you and your family.
• 25 days holiday + 8 public holidays, increasing with service.
• Enhanced maternity/paternity leave.
• Cycle to work scheme, season ticket loan and eye care vouchers.