Director Customer Experience - leading professional body
The brief:
To recruit a Director Customer Experience for this established and influential professional body. Reporting to the CEO, this role combined both customer service and customer experience, supporting the transformation of this leading professional body with global reach.
The role incorporated the strategy, planning and execution of the customer experience goals. The ability to effectively liaise with other teams and all stakeholders was essential in order to provide seamless, world-class experience across all touchpoints. Due to the major transformation of customer experience, our client required systems and technology implementation, culture and behaviour change, and input for the future strategy.
The process:
The client was looking for candidates with a breath of technical and leadership experience, spanning user experience, marketing and customer engagement, and including call centre operations. Extensive experience at senior management level, leading the customer experience agenda within a consumer services, professional body or charitable organisation was desired, along with demonstrable evidence of delivering the desired outcomes. Also, advocacy for the consumer would need to be unwavering, along with the charisma to lead the team through the transformation process.
We used our extensive network to identify candidates who met their criteria and placed a job advert that attracted enormous interest. With our shortlist prepared, we approached candidates and arranged immediate interviews to establish suitability and availability to ensure that our client could have a candidate in placed within four to six weeks. When we had funnelled candidates through our internal interviews and assessments, we provided three candidates who met all requirements and could deliver.
The result:
Our client confidently hired a customer experience specialist who could transform customer service and experience touchpoints within a desired timeframe, including ambitious long-term goals to take the business further.