Head of customer service Work, Jobs in Chester, Eng (with Salaries)

Customer Experience Lead
Novus - Strategy & Consulting —Ellesmere Port
- £50,000 - £70,000 a year
- Full-time
- In-person
Quick apply
3d
Senior Customer Resolution Officer
Your Housing Group —Warrington
- £34,000 - £36,000 a year
- Full-time
- Remote
- Management
- Communication skills
- School
- Annual leave
- Employee discount
Quick apply
6d
Head of CRM & Loyalty
Specialist Holidays Group —Chester
- Full-time
- Hybrid work
- CRM software
- Analysis skills
- Presentation skills
- Free parking
- Health & wellbeing programme
Quick apply
Head of Retail, North Territory EMEA
New Balance —Warrington
- Weekend availability
- Merchandising
- English
- Travel
13d
Neighbourhood Partnership Specialist
OnwardHomes —Liverpool
- £37,250 a year
- Call to connect
- Customer service
- Microsoft Office
- IT
- Annual leave
- Employee discount
13d
Head of Delivery
Scottish Power —Middlewich
- £70,800 - £88,500 a year
- Management
- Customer service
- Engineering
- Annual leave
- Employee discount
9d
Clubhouse Manager
Vicars Cross Golf Club —Chester
- £36,000 - £39,000 a year
- Full-time
- Hospitality
- Bar
- Customer service
- Free parking
- Employee discount
Quick apply
1d
Head of Logistics
Encirc —Elton
- Customer service
- Master's degree
- Leadership
- Free parking
- Annual leave
Quick apply
6d
IT Support Analyst (On Site)
Infopro Digital Services Limited —Ellesmere Port
- Full-time
- Microsoft Outlook
- Customer service
- Windows
Quick apply
14d
Head of Marketing
Roberts Group —Flint
- £60,000 - £65,000 a year
- Full-time
- Sales
- Marketing
- Business
- Health & wellbeing programme
Quick apply
1d
Head of Service Delivery
Kudos Services —Warrington
- Up to £75,000 a year
- Full-time
- Business
- Employee assistance programme
- Life insurance
Quick apply
Customer Voice and Complaints Manager
MagentaLiving —Birkenhead
- £45,000 - £48,000 a year
- Communication skills
- Teaching
- Free parking
- Annual leave
3d
Head of Enterprise Applications
National Nuclear Laboratory —Risley
- From £84,549 a year
- Financial services
- Annual leave
- Sick pay
8d
Senior Reward & HR Shared Services Manager
Home Bargains —Liverpool
- Microsoft Office
- Driving
- Human resources
- Store discount
- Employee assistance programme
Quick apply
Key Account Manager
Zeelandia Ltd —Ashton-in-Makerfield
- £52,000 - £56,000 a month
- Full-time
- Hybrid work
- CRM software
- Sales
- Data analysis skills
- Employee assistance programme
Quick apply
14d
Head of Vision
Radius Limited —Crewe
- Full-time
- Management
- Leadership
- Communication skills
Quick apply
Head of Plumbing, Gas & Drainage Operations
Taylored Facilities Management Ltd —Liverpool
- £55,000 - £65,000 a year
- Full-time
- Supervising experience
- Plumbing
- Driving
- Free parking
Quick apply
3d
Customer Service Advisor (FTC up to 12 Months)
CMA CGM —Liverpool
- Temporary
- Hybrid work
- Customer service
- Analysis skills
- Organisational skills
- Annual leave
- Employee assistance programme
10d
Head of Solutions Development
Stobart —Appleton
- Full-time
- Leadership
- Annual leave
- Employee assistance programme
Quick apply
Admissions Officer for Domestic & International Admissions
Moreton Hall Education Ltd —Oswestry
- £28,000 - £32,000 a year
- Full-time
- In-person
- School
- Health & wellbeing programme
- Sick pay
Quick apply
6d

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head of customer service jobs near chester, eng

Customer Experience Lead

Novus - Strategy & Consulting
Ellesmere Port

Quick apply

Job details

Permanent | Full-time
£50,000 - £70,000 a year
3 days ago

Qualifications

UX
User research
LMS

Full job description

Customer Experience Lead

Reports to: Head of Product

Main Purpose of Role

To lead the customer experience function, ensuring customer insight, user research and experience design are embedded throughout the product lifecycle.

The Customer Experience Lead is responsible for understanding customer needs, identifying friction across end-to-end journeys and ensuring a consistent experience across LMS's products and services. Working in close partnership with the Product Lead, they will help shape product discovery, validate opportunities and ensure customer evidence informs product decisions.

This role champions customer-centric thinking across the organisation, balancing user needs with business goals to deliver measurable improvements in customer satisfaction, product adoption and operational efficiency.

Measures of Success

Customer insight consistently informs product strategy, discovery and prioritisation.
Clear ownership and continual improvement of end-to-end customer journeys.
Measurable reductions in customer effort and friction across key journeys.
Improvements in customer satisfaction, engagement, adoption and completion rates.
UX and customer experience principles are embedded within product discovery and delivery.
Consistent experience standards are adopted across all LMS products and services.
Strong collaboration exists between Product, Engineering, Commercial and Operational teams.
Customer research is undertaken regularly and translated into clear product opportunities.
Product decisions are supported by qualitative and quantitative customer evidence.

Key Responsibilities

Define and lead the customer experience strategy across LMS's digital products and services.
Develop a deep understanding of customers, users and operational stakeholders through ongoing research and engagement.
Own and continuously improve end-to-end customer journeys, identifying opportunities to simplify complex processes and remove customer friction.
Lead customer discovery activities including interviews, workshops, usability testing and journey mapping.
Translate customer insight into clear opportunities that support product discovery and roadmap planning.
Partner closely with the Product Lead to ensure customer needs are reflected within product strategy, prioritisation and delivery.
Establish UX principles and experience standards that create consistency across products.
Use behavioural data, analytics and customer feedback to validate hypotheses and measure improvements.
Define meaningful customer experience metrics and communicate progress through regular reporting and dashboards.
Work collaboratively with Engineering, Operations and Commercial teams to ensure customer considerations are incorporated into product delivery.
Champion customer-centred thinking throughout the organisation, helping teams make evidence-based decisions rather than assumption-led ones.
Continuously review industry trends, customer expectations and emerging best practice to ensure LMS products continue to evolve.

What Good Looks Like in This RoleKnowledge

You understand:

Modern product discovery techniques and customer-led product development.
UX and CX methodologies including journey mapping, service design and user research.
Digital product management principles and agile delivery.
How customer insight can influence product strategy and commercial outcomes.
Accessibility, usability and inclusive design principles.
Quantitative and qualitative research methods.
Data analytics and behavioural insight.
How operational processes influence customer experience.

Skills

You can:

Lead customer discovery and research programmes.
Map and optimise complex customer journeys across multiple products.
Translate customer problems into actionable product opportunities.
Facilitate workshops and stakeholder collaboration.
Analyse customer feedback, behavioural data and product metrics.
Balance customer needs with technical, commercial and operational priorities.
Influence senior stakeholders through evidence and insight.
Build strong partnerships across Product, Engineering and Operations.
Measure the impact of experience improvements using meaningful KPIs.

Behaviours

You are:

Naturally curious about customer problems.
Passionate about improving customer outcomes.
Collaborative and able to influence across multiple disciplines.
Evidence-led, using data rather than opinion to drive decisions.
Commercially aware, understanding the balance between customer value and business priorities.
Pragmatic, focusing on delivering incremental improvements that create measurable value.
Comfortable challenging assumptions and encouraging new ways of thinking.
Passionate about continuous improvement and learning.

Pay: £50,000.00-£70,000.00 per year

Application question(s):

You will be required to be in the office in Ellesmere Port 1 day per week. Can you confirm you are no further than 1 hour 30 minutes from here?
Can you describe your experience of mapping end-to-end customer journeys across multiple digital products or platforms?Please include the different user types you worked with, the tools or techniques you used, and how the journey maps influenced product or business decisions.
Tell us about your experience interviewing customers or end users.

How did you plan and conduct the interviews, what insights did you uncover, and how did those insights lead to improvements in the customer experience?

Can you provide an example of a customer experience improvement you led?

What problem were you trying to solve, what actions did you take, and how did you measure the success of the changes?

Work authorisation:

United Kingdom (required)

Work Location: In person

Quick apply

Refine Your Search

head of customer service jobs in chester, eng

Customer Experience Lead

Senior Customer Resolution Officer

Head of CRM & Loyalty

Head of Retail, North Territory EMEA

Neighbourhood Partnership Specialist

Head of Delivery

Clubhouse Manager

Head of Logistics

IT Support Analyst (On Site)

Head of Marketing

Head of Service Delivery

Customer Voice and Complaints Manager

Head of Enterprise Applications

Senior Reward & HR Shared Services Manager

Key Account Manager

Head of Vision

Head of Plumbing, Gas & Drainage Operations

Customer Service Advisor (FTC up to 12 Months)

Head of Solutions Development

Admissions Officer for Domestic & International Admissions

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