Customer Experience Lead
- Contract type
We are in the process of helping build out the digital team for a well-known Coffeehouse who have designs to blend their way into the international markets. The team is currently headed up by a Global Digital Director that has been tasked to build the team from scratch in their London HQ. The business have become one of the major players in a very competitive market, therefore they want to capitalise on their ever growing community by building out best in class apps and thinking about the whole customer experience.
To do this they need a customer experience lead who can head up a small multi-disciplinary team to create strong scalable design processes, but also to get the business thinking about a customer experience with a strong understanding of service design.
The brand is part of a bigger retail business who have developed a comprehensive digital function and strong UX team, so there are good internal practices in place. That said, you will have complete autonomy in developing your own style, process and tools. The director of digital is looking for an accomplished lead who can drive change, introduce innovative ways of working and think about the customer throughout all digital and physical touch points.
The team will consist of a product manager, product analyst, developers, visual designer, UX designer and of course a CX lead. The majority of these roles still need to be hired but are being delivered by contractors for the time being. The product team are somewhat treading water until the perm hires are in place as they want the people who define the strategy and processes to implement the plans.
As the role will evolve from developing their current loyalty app into something much bigger and on a global scale, encompassing service design principles and strong customer experience knowledge. They will expect you to have a variety of projects and case studies demonstrating this thinking and how you have adopted the necessary approach to deliver a best in class product. In addition, this role will be line managing and leading a UX designer and UI designer. The plan is for you to work close with product and strategy to help feed down the product road map to the team. Despite the line management, the team is still small so there will be plenty of rolling up the sleeves and leading by example.
In addition to the base salary, there is also a £5.6K car allowance.
This is a great opportunity to be part of a business that is about to embark on a global adventure. They have a strong senior management team that have identified an opportunity in their market and now need the team to drive it forward.
If you are interested and would like to know more, please get in touch ASAP.