FREE ACCESS
5,000–10,000 jobs/day
See all jobs on JobTailor
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Head of Customer Experience – Journey Design
loveholidaysHead of Customer Experience at loveholidays leading service design for post-booking customer journey. Focused on innovative strategies and team leadership in a dynamic environment.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Expertise in Customer Experience (CX) and Service Design, with a focus on post-booking customer journeys, data-driven decision making, and cross-functional collaboration to enhance customer satisfaction and brand loyalty.
Highest-signal resume keywords
CX And Service Design ExperienceJourney MappingData-Driven Decision MakingTeam LeadershipCX Tech Platforms
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Journey MappingProcess ImprovementData-Driven Decision MakingSaaS OperationsCustomer Communications Strategy
Soft Skills
LeadershipCommunication ExcellenceCross-Functional InfluenceStrategic ThinkingAnalytical Thinking
Tools & Technologies
CRM SystemsCX Technology Platforms
Industry Keywords
Customer ExperiencePost-Booking EngagementCustomer-Centric EnvironmentsMultidisciplinary TeamsStakeholder Engagement
About the role
Key responsibilities & impact- Join our Customer Strategy team as the Head of CX and Service Design for the Post-Booking Customer Experience, where you'll be instrumental in redefining and maturing how we engage with our customers after they've booked their holiday.
- Reporting directly to the VP of CX, you'll spearhead the initiative to ensure every customer journey and touchpoint, post-booking is meticulously crafted to offer unparalleled experience, enhancing our brand loyalty and positioning us as market leaders.
- Lead the development and execution of groundbreaking service design strategies that elevate post-booking customer experiences through the following capabilities: Data-Driven Decision Making, Journey Mapping & Process Improvement, SaaS Operations, Customer Communications Strategy, Customer Operations Alignment, Cross-Functional Collaboration, Team Leadership.
Requirements
What you’ll need- Proven CX and Service Design Experience: Demonstrated success in leading customer journey mapping and process improvement within dynamic, customer-centric environments.
- Leadership and Team Management: Strong experience in building and guiding multidisciplinary teams to achieve exceptional results.
- CX Tech Platforms: Knowledge of CX technology platforms, particularly CRM systems, and how they can be utilised to enhance customer experiences.
- Cross-Functional Influence: Adept at driving collaboration and influencing decision-making across various departments including product, commercial supply and customer contact operations
- Strategic and Analytical Thinking: A strategic mindset complemented by a data-driven approach to problem-solving and decision-making.
- Communication Excellence: Outstanding ability to articulate complex concepts clearly and persuasively across different stakeholder groups.
Benefits
Comp & perks- Company pension contributions at 5%
- Individualised training budget for you to learn on the job and level yourself up
- Discounted holidays for you, your family and friends
- 25 days of holidays per annum (plus 8 public holidays) increases by 1 day for every second year of service, up to a maximum 30 days per annum
- Enhanced maternity/paternity leave
- Cycle to work scheme, season ticket loan and eye care vouchers