Full-Time Customer Experience Director (2 year FTC)
Job Description
Customer Experience Director
➡️ Are you an expert in end-to-end customer experience?
➡️ Are you a strategist, who uses data to drive decisions and meaningful insights for continuous improvements?
➡️ Do you have experience in helping an organisation put the customer at the very heart of the operation and decision-making?
➡️ Do you thrive working in a changing environment, and having a high-impact role which depends upon excellent communication and influencing skills?
The Organisation
The Association of Accounting Technicians (AAT) is seeking a talented person to join them as their ‘Customer Experience Director’ – to contribute to the achievement of AAT’s business plan objectives, and to advance the efficiency and effectiveness of the organisation.
FJWilson Talent is acting as the employment agency advisor to the AAT on this appointment.
AAT are the world’s leading professional body for accounting technicians. AAT believes in breaking down barriers and empowering people to unleash their career goals.
Take a look at AAT’s website, to read through their exciting and inspiring 2030 strategy.
At the heart of their culture is a passion for wellbeing, diversity, and inclusion. They demonstrate this by providing a healthy workplace and offer hybrid and flexible working.
AAT are a disability confident employer. The mean gender pay gap has decreased from 3.5% in 2021 to –0.2% in 2022, due to an increase in the proportion of women in senior roles within the organisation. https://www.aat.org.uk/about/media-centre/news/aat-publishes-latest-gender-and-ethnicity-pay-gap-figures . AAT additionally provide unconscious bias training, throughout the organisation.
The Role
Reporting into the Executive Director of Customer, Partnerships and Innovation, the Customer Experience Director will join AAT in their remarkable journey of transformative change. The post holder will use their expertise to deliver a market beating customer experience for all AAT’s customers.
The major responsibilities of the role are to:
- Develop strategies to respond to market changes and dynamism in customer expectations and guide colleagues to live up to those expectations in the fast-evolving digital world.
- Deliver harmonised and connected customer journeys across all channels, platforms and offline interactions with AAT’s customers.
- Enable an effective feedback loop with customer facing teams and through scrutiny of customer data to derive meaningful insights for continuous improvements.
- Guiding teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers aligned with the CX strategy.
- Create a cross organisation culture that puts the customer at the heart of every choice.
- Advocate for changes in other portfolio’s ways of working and cross functionally collaborate with teams to implement a change, if required for the improvement of overall customer experience.
- Embed brand strategy throughout all activity.
Key Facts:
- Fixed term contract of 2 years.
- Starting salary of £110,000 per annum + great benefits which include up to 10.15% employer pension contribution, enhanced holiday pay, critical illness etc.
- Hybrid: home-working, blended with circa 2 days per week in AAT’s office in Canary Wharf, London.
The Successful Candidate will have experience of:
- Developing and optimising customer journey designs across multi-channels and content creation and activation strategies.
- Taking a strategic approach to influencing at a range of senior levels.
- Working in a matrix organisation.
- Development, implementation and impact assessment of successful customer experience strategies.
- Owning customer insight ,and driving customer experience improvement programmes.
- Working theoretical knowledge of Methods of Lean and/or Design thinking.
Vital Candidate Attributes are:
- Visionary, proactive and ambassadorial; operates with gravitas, credibility, and impact.
- Change orientated and commercially astute customer champion.
- Evidence of using data analysis to drive best fit solutions.
- Able to collaborate and communicate effectively with cross-functional teams and influence at a senior level.
- Values guided inclusive leader.
- Performs well in dynamic and complex environments.
Professional Qualification Requirements
- Certification in Methods of Lean and/or Design thinking – desirable.
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The services advertised by FJWilson Talent Services are those of a recruitment business.
We encourage applications from all sections of the community. Furthermore, qualifications and/or experience identified are indicative. We will consider applications from candidates who have comparable qualifications and/or experience for role advertised.
How to Apply
Interested? FJWilson Talent is acting as the employment agency advisor to the AAT on this appointment. For a confidential conversation with FJWilson Talent before applying, and/or to request the full job description, please contact Fiona Wilson or Andrea Montgomery on 0203 195 3600, or email us at resourcingteam@fjwilson.com Notes for applicants:- Applications deadline is 09:00 Tuesday 29th August 2023.
- Applications should be in the format of a CV, which includes a tailored professional summary at the top of the CV document.
- If shortlisted, first interviews will take place on Thursday 14th September, and will be conducted virtually, over Teams.
- If progressed, the 2nd interview stage will be held in person, Thursday 28th and/or Friday 29th September, in AAT's offices in Canary Wharf, London.
- A third round of interviews will be held over Teams on either Tuesday 3rd October or Friday 6th October.
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