JOIN OUR INDUSTRY LEADING CONTACT CENTRE TEAM AS OUR DIRECTOR OF CUSTOMER EXPERIENCE- CONTENT AND OPTIMISATION AND PLAY YOUR PART IN ENHANCING OUR CUSTOMER EXPERIENCE!

We are looking for an inspirational people leader with a strong background in contact centre strategy. In this exciting role, you will demonstrate your skills in business transformation, lead a cross-functional team and display adaptability to navigate changing priorities, guiding your global team to achieve success aligned with our vision to be a true differentiator for the LEGO brand.
The Director of Customer Experience- Content and Optimisation leads a global centre of excellence supporting our contact centre operations. The team consists of employees based in the US, Europe and Asia and covers a range of diverse functions including content creation, tech-enabled knowledge management, change leadership, compliance and continuous improvement.

• Providing inspirational strategic leadership for our Content & Optimisation team, a diverse, international team with a global and long-term strategic orientation.
• Great people management for their direct team of managers and senior managers, providing direction, sparring, feedback and supporting their development as experts in their fields – leading leaders, inspiring through multiple layers.
• As part of the Consumer & Shopper Engagement (CSE) Leadership Team, participates in strategic direction setting and leadership of the entire department.
• Influences senior stakeholders to take a customer-centric approach, to enable collaboration and to deliver the innovation to meet future department and consumer needs.
• Develops and improves ways of working, bringing knowledge of future-oriented digital and business optimisation techniques to set ambitious standards for the team and the work it contributes to CSE experiences and services.
• Collaborates effectively across the LEGO Group, working closely with internal teams including product development, brand, corporate comms, digital technology, various marketing functions and ecommerce.