Head of Customer Experience

Based in St Albans

Our continued growth and success is due to our talented team of researchers
  • ABA Market Research Ltd works with many of the UK’s leading brands – from John Lewis, M&S and Asda to O2, River Island, Arcadia and Boden

  • ABA is proud to have won recent MRS and AURA awards following nominations from our clients, including being shortlisted for Agency of the Year 2017 and winning Most Trusted Advisor 2018 – evidence of our high standing in the industry

  • We are now looking for a talented CX Lead to, as part of our Leadership Team, to help ensure the successful delivery of our CX programmes, roadmap and new business ambitions

  • Ultimately, we want someone with a passion for customer experience research and technology, who is tenacious and isn’t easily phased by overcoming new challenges!

 
Opportunity to apply your CX expertise, technical know-how and retail understanding to exciting project work as well as helping shape our CX future
  • You will be ABA’s lead for CX implementation; the ‘go-to’ person internally and externally who helps to ensure the smooth implementation of our multi-channel, international CX programmes

  • You’ll have a thorough understanding the technical ins and outs of mobilising these often complex programmes – working closely with both our Insight & Technical teams and Client stakeholders to ensure seamless set-up and buy-in

  • You’ll help ensure the principles of ABA’s CX proposition are embedded from implementation stage to help ensure programmes have the best possible chance of success

  • You’ll adopt a confident, positive and persuasive approach to challenge the thinking of our Insight teams and Clients in our CX programme development

  • You’ll assist our Business Development Director in playing a major part in setting our strategic CX targets and CX focused business pitches – bringing sound technical understanding and advice

  • As well as adding new ones, you will be pivotal in maximizing opportunities amongst our existing client base – finding opportunities to introduce our CX thinking and keeping us top of mind

  • Your key responsibilities will also involve keeping us at the forefront of CX thinking and helping to build our profile in the industry for customer experience

  • You’ll play a key role in helping define our future CX proposition roadmap – helping to scope, plan and ensure timely delivery of new initiatives

  • In addition, you will benefit from many other experiences that life at ABA offers:

    • involvement in the learning and development of the Insight team, ensuring they have a sound understanding of implementation of our CX proposition and challenging our thinking

    • responsibility in building strong relationships and working effectively with other ABA departments and our external partners to ensure smooth implementation of CX programmes

  • ABA, through a culture of determination and team achievement, has gone from strength to strength – the experience and a fresh perspective our new senior people bring is vital in ensuring this success story continues

We’re seeking a combination of adaptability, leadership and passion for CX
  • Experience of delivering the aspects of the role detailed above are essential, while these broader attributes would also be very important:

    • proven experience in designing and implementing highly complex, multi-touchpoint CX projects (including platform integration) – and adapting to changing deadlines

    • hands-on experience of working with key stakeholders across an organisation to ensure buy-in and smooth technical implementation of complicated CX solutions

    • ability to build trusting relationships both internally and externally, communicating effectively with all levels

    • strong leadership skills with the ability to challenge and inspire those around you

    • solid understanding of how CX insight is used within a retailer to drive change

  • The following previous experience would be a bonus

    • implementing digital and contact centre CX programmes

    • triangulating customer feedback with behavioural big data (e.g. transactional data) and other sources (e.g. session replay) to enhance understanding and recommendations rooted in commercial impact

  • customer journey mapping

 
An outstanding pay/benefits package plus much beyond
  • Competitive starting salary of £50k-£75k plus performance-related bonus scheme

  • 28 days holiday plus Bank Holidays and your birthday off

  • Contributory pension scheme of 2.5% for 1% employee contribution

  • Other ABA benefits including a dental scheme, paid-for lunches & snacks, gym discounts, interest-free season ticket loan…

  •  …as well as other initiatives such as flexi-time, a buddy scheme, eyecare, childcare vouchers

  • A generously funded social committee run by our employees

  • St Albans location, just 20 minutes from central London and well connected to further afield

  • Please send your CV to recruitment@abaresearch.co.uk

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