Chief Experience Officer

Our client seeks a Chief Experience Officer to join their team on the Isle of Man.

You need to be an Isle of Man resident for this role.

Role Profile: You will sit on the Operational Board and will have ultimate responsibility for the delivery of exceptional service and experience across all touchpoints and channels of the business.

You will lead efforts to understand stakeholders, Customers and Partners, needs, expectations and pain points and use these to drive initiatives to enhance service satisfaction, loyalty, and advocacy throughout the life cycle, whilst ensuring the journey is seamless, consistent and aligns with our core values and culture.

Key Responsibilities

• Establish and monitor key KPI’s and metrics for measuring and improving stakeholder experience across all touchpoints and channels, including service routes, technical service and partner support
• Lead and co-ordinate cross-functional teams and initiatives to design, implement and optimise stakeholder experience solutions that meet and exceed expectations and needs.
• Work with all departments to maintain a deep understanding of customer segments, personas, behaviours, preferences and feedback and use data and insights to drive stakeholder experience, innovation and improvement.
• Work to establish a success-led culture of a customer first approach and mindset, providing coaching, mentoring, guidance and feedback to enhance skills and performance.
• Driving the team to a performance lead approach, using accountability techniques and methods to ensure everyone understands and buys into the customer-centric ideology.
• Collaborate and partner with internal and external stakeholders, such as marketing, sales, product, operations, technology, and vendors, to ensure alignment and integration of customer experience initiatives and best practices.
• Identify and leverage new technologies, tools, and trends to enhance stakeholder experience and create competitive advantage.
• Training, coaching and development of the Service Management team to assist them to drive improvements in service and experience across the organisation
• Empowering employees to deliver outstanding service and experience through training, coaching, mentorship and providing the resources to equip front line staff with the knowledge to excel in their roles and ultimately, their careers

Key Skills and Experience:

• You will be empathetic in nature, allowing you to understand and relate to the needs, emotions and perspectives of your stakeholders
• Have a strategic vision for how stakeholder experience can drive business growth and differentiation. You should be able to articulate a clear vision, set ambitious goals and develop a roadmap for achieving long term success
• You will have a customer-centric mindset, prioritising the needs and interests of stakeholders above all else. You should be passionate about delivering exception service and experience.
• You will be adept at building and leading cross-functional teams to achieve common goals.You should grow a culture of collaboration and accountability, encouraging input and participation from stakeholders across the business.
• You should be able to think creatively and innovatively to continuously improve service and experience. You will be open to exploring new ideas, particularly in technological advances within the industry.
• As a board member you will be dynamic, resilient and ready for anything with a passionate drive for success.
• It is critical that you build strong relationships with other members of the executive team