Head of Customer Experience - HR & Talent

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Role Introduction

An exciting opportunity to lead our new combined Customer Success and Support team as they engage with Advanced People Management's HR and Talent customer base. You'll be driving high quality proactive and reactive customer service, developing smart digital engagement, and pursuing team development. Reporting to the Director of Customer Experience, you will influence strategic decision making to maximise customer focus, growth, and margin.

What You Will Do

• Lead a team delivering proactive and reactive engagement with customers within a specific product/market set.
• Drive a clear focus on customer outcomes at every contact point - driving product adoption, presenting value and creating positive sentiment
• Ensure our reactive engagement delivers an amazing customer experience and strong SLA adherence
• Provide complete visibility of customer health, issues, risks and opportunities
• Take a data-driven approach to optimise serving our customer base - prioritising team focus, conducting root cause analysis, striving for case avoidance, and creating high-quality digital engagement
• Resolve customer issues quickly and effectively, leveraging resources cross-functionally where needed
• Influence Product roadmap and Sales approach using customer insight data
• Work with the Director of Customer Experience to align your team's impact to the wider business objectives
• Be a positive & creative contributor to the delivery of the business growth strategy surrounding HR (Advanced HR) & Talent (Advanced Clear Review)

What You Will Have

• A passion for customer success and delivering a quality service
• Ability to lead and develop a team to achieve great results
• The ability to analyse data and provide insights to influence decision-making and identify opportunities
• Excellent communication and interpersonal skills to engage teams to achieve
• Domain experience

What We Do For You

Wellbeing focussed - Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral

• Generous Annual Leave - 25 days of annual leave, plus public holidays and the ability to buy additional days
• Employee Assistance Programme - Free advice, support, and confidential counselling available 24/7 through Care First

Personal Growth - Regardless of where you are at in your career, we're committed to enabling your growth personally and professionally

• Development Programmes - From Future Managers to Leadership Training, our development programmes help you get where you need to go
• Profit Share - Our Group-wide bonus scheme enables you to reap the rewards of your success

Financial wellbeing - We understand as well as your mental wellbeing, your financial wellbeing is really important

• Pension Scheme - Our plan with Scottish Widows offers 5% matched contribution by the company
• Income protection insurance - Providing you with support and assistance when you need it most

Recognition - Highlighting and rewarding the great work our people do

• Values Awards - Our quarterly employee-driven initative to highlight and reward the people in the organisation who embody our values the most
• Clear Review - Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self

Making a Difference - we provide opportunities to help our people make a difference to the causes they care about

• MatchIt! - Fundraise for a cause close to your heart and Advanced will match part of the funding
• Volunteering Time - Our volunteering leave scheme allows you to use your time to help those who need it
• Pennies from Heaven - donate the pennies from your pay check to help make a difference without lifting a finger

Who We Are

We are one the UK's largest tech companies, and our products sit at the heart of some of the country's best-known businesses. We've grown phenomenally quickly with a £275m turnover and 2,800 employees supporting over 25,000 customers. We hire for potential. We want to make sure we have the best people for the job and provide genuinely equal opportunities for our people to thrive. Our recruitment process is designed with inclusion and equity at its core.

Find out more about the next steps once you've applied here - careers.oneadvanced.com/how- we-hire