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Head of Customer Service Design

Job Title: Head of Customer Service Design
Contract Type: Permanent
Location: Maidenhead, Berkshire
Salary: Negotiable
Start Date: ASAP
REF: PP/HOCSD/P/CS_1495814248
Contact Name: Chris Small
Contact Email:
Job Published: about 1 year ago

Job Description

Head of Customer Service Design


The purpose of the Customer Solution Design team is to support my client's brand strategy by designing and delivering consistent, multi-channel customer support solutions.

The team is responsible for working collaboratively with multiple teams across the business, to design and develop solutions which deliver the following;

  • customer satisfaction
  • positive brand perception
  • financial / commercial targets as set out in the company plan.

This role is accountable for leading an expert team of people, developing consistent customer solutions which operate across all customer touchpoints. The solutions are required to support a broad range of initiatives, all of which will be developed in order to achieve the company plan.

Scope (Nature & Scope)

  • This role is accountable for leading and directing an expert team of people
  • The role constitutes the hub of the clients initiative solution design and development.
  • The nature of the work requires the role holder to be expert in understanding, analysing and balancing complex needs in order to deliver the right outcomes for both the customer and the business.
  • This role is accountable for orchestrating the design of multichannel customer solutions in support specified business requirements and the associated execution planning
  • The role must translate strategic intent into tangible activities and articulate complex information simply
  • Strong organisational flair and clarity of thinking in order to direct priorities in a way that is clear and simple.
  • Accountable for ensuring that all aspects of the customer's experience are considered and the impacts of changes are clearly identified and communicated throughout the organisation
  • The ability to influence and persuade effectively and across the organisation is key
  • Effective communication, coupled with the confidence to challenge, is a significant aspect of the role
  • A broad range of stakeholders need to be actively managed, with individual needs considered and responded to.

Responsibilities (Principal accountability)

  • Accountable for a team of people, leading and inspiring learning and personal development across the team.
  • Accountable for setting and communicating clear team direction and priorities
  • Lead the team to design and deliver solutions which are aligned to the brand and multichannel strategies, and which create positive outcomes for the customer and the business.
  • Responsible for ensuring consistency of customer experience across all customer touch points to ensure seamless customer experiences
  • Accountable for planning the execution of the solution design within the constraints of the channels capacities to deliver and operate each change brilliantly
  • Build strong collaborative relationships with business teams and stakeholders across the organisation and encourage others to communicate across boundaries.
  • Balance risk, facts and judgement to make timely decision
  • Mitigating risks or issues as they relate to the customer's end to end journey.

Knowledge and experience (Knowledge and Experience)

  • A proven track record in leadership
  • Excellent people focus, with a track record of inspirational people management
  • Significant and demonstrable experience of project and change management and of leading a portfolio of initiatives
  • Strong facilitation skills
  • Excellent communication skills, with an ability to keep things simple, whilst delivering with confidence.
  • Ability to connect easily and influence across all levels in the organisation.
  • Extensive experience of communicating and presenting at board / senior management level
  • A proven track record in budget management
  • Customer passion, with a curiosity to understand what customers really want
  • Experience of assimilating and distilling complex information
  • The ability to remove ambiguity in order to get the best out of others and deliver positive outcomes for the customer and the business
  • A strong sense of caring about the quality of delivery and experience of driving best practice across multi-functional teams.

To apply for this position please send an updated CV to

Project People is acting as an Employment Agency in relation to this vacancy.