Head of Customer Experience Improvement - Hatfield, United Kingdom - Affinity Water

Affinity Water
Affinity Water
Verified Company
Hatfield, United Kingdom

1 month ago

Tom O´Connor

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Tom O´Connor

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Description

We're looking for a 'Head of Customer Experience Improvement' to champion operational excellence, lead on target setting and break down barriers whilst fostering an inclusive and collaborative approach here at Affinity Water.


As our Head of Customer Experience Improvement you will be a strategic senior leader who will inspire and implement improvements at scale that make a positive impact to the lives of our customers, work colleagues and deliver efficiencies for our shareholders.


You will work closely with the Director of Customer Experience and as a key member of the senior leadership team, supporting the functional heads in embedding operational excellence and future product enhancements into the end-to-end delivery of the customer experience.

You will lead and define the new ways of working (capabilities, processes and systems) required to support Affinity Water's strategic objectives and in particular the deployment of our Retail Strategy and associated CMEX plans, to deliver against our commitments, now and into AMP8.


Ideally, you will be someone with significant experience in customer research, experience, complaint handling and continuous improvement strategies who will obsess about customers and delivering experiences that matter.


This is a fantastic role for a Head of Customer Experience Improvement to provide a best in class service and to implement improvements to champion the best outcome for the customer.

Naturally we are looking for someone who is passionate about customer experience and who relentlessly seeks opportunities for continuous improvement for the benefit of our customers and our brand.

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