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CX job of the week: Yell

8th Nov 2022
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Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job vacancies, highlighting the best opportunities currently being advertised.

CX job of the week - Yell

This week: Head of Customer Experience – Yell – Reading/Remote

The Head of CX will be responsible for improving the overall experience for Yell customers. Working closely with all areas of the business, this role will focus on continuously assessing E2E journeys, designing seamless experiences and successfully delivering improvements to the customer and business experience.

Responsibilities

  • Create and manage a compelling customer experience strategy that drives continuous optimisation of all customer journeys, removing pain points and effort for businesses and customers.
  • Maintaining a holistic view across all Yell business units.
  • Identify, co-ordinate the go to market activity of and review the embedding of any proposed changes to the end-to-end customer experience.
  • Manage the overall CX walkthrough structure to ensure that the relevant stakeholders are engaged pre and post launch of changes to the CX, ensuring that changes have positively impacted the customer experience.
  • Constantly look for inspiration on how to improve the customer experience, taking inspiration from the most customer-centric brands and industries in the world.

Requirements

  • Extensive experience in customer experience design, including journey mapping, segmentation and customer communication.
  • Proven track record in delivering customer experience improvements and digital strategy.
  • Influencer and polished communicator at all levels of business.
  • Strong leadership capabilities with the ability to inspire and coach across all levels.
  • Data and insight led decision making.
  • Highly customer focused with ability to identify and articulate customer needs.
  • Lead initiatives which improve customer satisfaction, right first time and commercial results.
  • Problem solving and root cause identification skills.
  • Innovative thinker and leader of change.
  • Exemplary stakeholder management up to c-suite level with exceptional leadership skills.

For further information and to submit an application, visit the Yell job board.

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