Are you a relationship-building specialist who excels at influencing senior stakeholders and demonstrating business value? We’re seeking a self-starting Client Experience (CX) professional to champion our client experience program with key internal business leaders.
You’ll work independently as part of our global CX team, proactively engaging with senior stakeholders to build understanding of how CX drives business growth and revenue generation.
This is an ideal role for someone who has a passion for improving client satisfaction, retention and loyalty, enjoys building consensus among diverse business leaders, and can articulate the strategic value of client experience initiatives.
What the job involves: Stakeholder Relationship Building As CX Director, you will proactively identify and engage key business stakeholders to build strong working relationships. You’ll conduct initial outreach to senior leaders, schedule strategic conversations, and maintain ongoing dialogue about CX priorities. You will work closely with global leaders to drive engagement and participation to achieve response rate targets and ensure timely and effective response to client feedback. This will include advising on survey sampling and segmentation and overseeing the hierarchy of engagement with top clients.
Business Value Analysis and Communication You will serve as the primary advocate for our CX program with internal business stakeholders, clearly articulating how customer experience initiatives translate to business growth and increased revenue. You’ll prepare compelling presentations that explore correlations, demonstrate ROI, share success stories, and help business leaders understand the connection between client satisfaction and financial performance. Your role involves translating CX metrics and insights into business language that resonates with commercially focused stakeholders.
Influence and Program Adoption Working closely with business leaders, you will influence their teams to embrace and participate in our CX program. You’ll help them understand how CX initiatives align with their business objectives and support them in integrating client experience considerations into their strategic planning and operational decisions. This involves overcoming resistance, addressing concerns, and building consensus around CX priorities.
Global Team Collaboration Operating as part of a global CX team with colleagues in different time zones, you will collaborate effectively across geographical boundaries while maintaining focus on London-based stakeholder needs. You’ll participate in global strategy sessions, adapt global CX initiatives for local market requirements, and ensure your stakeholders are aligned with broader organizational CX objectives.
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