JD&Co are partnered with a high growth, ambitious and disruptive technology marketplace platform, on a mission to transform their industry on a global scale.  As a digital-first business, technology is at the forefront of their innovation and continually improving their platform and product offering is key to their growth.

The business is now looking to hire their first VP Customer Experience (CX) who will be committed to creating a first-class, product-led customer experience function with watertight functionality and industry leading product features to ensure their users’ needs are met and expectations are exceeded. You will be responsible for maximising customer lifetime value and securing the future scalability of the business through thought leadership and innovative strategies.

Reporting into the MD, this is a unique opportunity to work with an impressive team, moving fast, thinking big and collaborating in their mission to bring change to this global marketplace and industry and delivering an enhanced vision for the business.

Responsibilities:

  • Represent the voice of the customer across the business, working cross-functionally to ensure best practice and customer experience is at the forefront
  • Collaborate with the Product team, identifying and delivering business cases to drive new product propositions and enhancements based on customer feedback and research
  • Build and measure an operational management team to heighten performance, by implementing clear, accountable performance scopes
  • Work with closely with the Marketing team to support customer retention, including responsibility for NPS, Customer Satisfaction, User verification and Lifetime Value measures strategies
  • Lead, develop and inspire your team through one to one’s, personal development schemes and mentoring & development opportunities
  • Drive consumer insight and research initiatives, using data to determine useful development & improvement ideas and work across the business to ensure enhancement strategies are implemented and actioned

About You:

  • A highly experienced leader; with demonstrated experience in customer management, distilling complex business problems and proposing simple, elegant and customer-centric experiences that work across all digital touchpoints
  • An empathetic, yet data-led Customer champion, capable of enhancing experience through customer service, product and marketing
  • Driven and motivated to create a high performing, digital experience team that adapts, develops and grows through continuous feedback and improvement
  • Strong strategic ability with experience working within a customer-focused, high-growth, digital-first, tech platform
  • Exceptional communication skills and experience of working with and influencing stakeholders
  • Strong business acumen and a good level of commercial awareness
  • Tech-savvy with knowledge of agile/iterative development methods
  • Experience within a regulated environment across multiple geographies

This is an exciting opportunity to really make a difference; leaving footprints in cement and being part of a transformation that others will set to follow in the future whilst working with a newly formed team of peers who fully support the importance of world-class customer experience.

If you are a passionate, empathetic and product-led Customer Experience leader with a natural ability to win hearts & minds whilst solving challenges and committed to life-changing missions, we’d love to tell you more. Please get in touch at [email protected]

The Process:

Please only apply for this role if you meet the essential criteria we’ve outlined above. Due to the high volume of applications we receive, sadly we’re not able to respond to each individual applicant; it can sometimes take a few days for us to review applications so thanks for being patient and we’ll be sure to get in touch if we’re keen to take your application further.

JD & Co is passionate about championing diversity and challenging unconscious bias and treat each application carefully. Thank you for your interest and please follow our page for further updates!