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Experience Lead

London, Greater London, England

Permanent (Full time)

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Weare looking for a recognised and renowned Experience Lead, with a proven trackrecord, to join our Customer Experience team in the UK. You will reportdirectly into the Head of Customer Experience and you will operate as theconnection between the Customer Experience team and the onsite team, ensuringthe successful delivery of service propositions across all Collectivelocations.

Thisis a unique opportunity to be part of The Collectives fast-growing Customerteam

Keyresponsibilities

=Work with Head ofCustomer Experience, Customer Director and Executives to trade off differentbusiness priorities, ensuring initiatives are operationally feasible andagreeing allocation of budgets and resource

=Work with in-marketoperations teams to understand localisation requirements and share bestpractice across properties and markets to increase speed to market and costefficiencies

=Lead implementationof service and experience projects to time & budget (transformational andincremental innovation)

=Act as keyoperational point of contact for new site openings, working with customer andbrand functions to ensure the experience is delivered

=Define and manage aprocess for capturing and evaluating onsite employee and member feedback andideas across all sites, making improvement recommendations to wider team

=Define and manage asustainment and governance process of service standards and training bymonitoring the ongoing delivery that ensures goals are achieved =Working with Insight Manager to define andmeasure experience standards and agree any future standards changes

Posted 106 days ago

This job has expired.
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This job has expired.
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