Director, Customer Experience

at  Liberty Global

We are seeking a strategic and results-driven Customer Experience (CX) Director to lead initiatives that optimise the customer journey and enhance satisfaction, loyalty, and advocacy. Based in London or Leeds, you will work cross-functionally to address pain points, improve processes, and deliver exceptional experiences aligned with our brand values and business objectives while ensuring the customer remains central to every decision.

What will you be doing?

• Design, in conjunction with stakeholders, and execute the CX strategy to improve satisfaction and retention across the existing customer base
• Future proof/upgrade as necessary for new/future customers.
• Champion a customer-centric culture across the organization and establish and report on KPIs to measure CX success.
• Map and analyze the customer journey, addressing pain points and opportunities, making recommendations for change/enhancements/
• Collaborate with teams to deliver seamless and engaging experiences.
• Monitor customer feedback channels and use feedback to inform and improve strategies.
• Engage and manage external consultants or agencies as needed to support CX initiatives.
• Oversee vendor relationships to ensure quality and timely outcomes.
• Partner with stakeholders in marketing, sales, product, and operations to align efforts, messaging and service delivery.
• Develop systems to collect and analyse customer insights for data-driven decisions.

We tend to look for people with:

Essential

• Strong CX, customer success, or related experience, ideally in a matrix organization
• Expertise in customer journey mapping, CX technologies, and analytics.
• Proven ability to influence and drive outcomes across cross-functional teams.
• Experience managing external vendors or consultants to deliver impactful results.
• Strong interpersonal and communication skills, with the ability to collaborate at all levels.
• Analytical mindset with a track record of improving customer metrics and business growth.
• Comfortable thriving in a fast-paced, collaborative environment.

What’s in it for you?

• Competitive salary + Bonus
• 25 days annual leave with the option to purchase 5 more
• Access to wellbeing and mental health benefits such as the Calm app, personal medical, critical illness cover and dental insurance
• Matched pension contribution up to 10%
• Access to our online learning platform to continue to develop and grow your career with us
• The chance to join an innovative, fast-paced and passionate team

Who we are:
Liberty Blume, a Liberty Global company, is a rapidly growing business services provider, specialising in tech-enabled back-office solutions. Our mission is to deliver efficiency, scale and value to our customers through Business, Procurement and Financial Solutions. If you’re curious, customer centric and enjoy being one step ahead, join us on our scale up journey and unlock your freedom to grow!
Liberty Global is an equal opportunity employer, committed to an inclusive environment and accommodating all candidates. We’re eager to hear from you, no matter your background.

• Design, in conjunction with stakeholders, and execute the CX strategy to improve satisfaction and retention across the existing customer base
• Future proof/upgrade as necessary for new/future customers.
• Champion a customer-centric culture across the organization and establish and report on KPIs to measure CX success.
• Map and analyze the customer journey, addressing pain points and opportunities, making recommendations for change/enhancements/
• Collaborate with teams to deliver seamless and engaging experiences.
• Monitor customer feedback channels and use feedback to inform and improve strategies.
• Engage and manage external consultants or agencies as needed to support CX initiatives.
• Oversee vendor relationships to ensure quality and timely outcomes.
• Partner with stakeholders in marketing, sales, product, and operations to align efforts, messaging and service delivery.
• Develop systems to collect and analyse customer insights for data-driven decisions