Are you a CX leader with a passion for driving meaningful change through insights? Harnham is collaborating with a well-known client-side organisation
seeking a dynamic individual to fill the role of Customer Experience Lead
leveraging expertise and insights from Qualitative Research. ROLE AND RESPONSIBILITIES: The Customer Experience Lead will have the following responsibilities: • Lead a team in delivering actionable insights to drive business assurance or transformation • Develop and enrich customer experience frameworks to guide decision-making and enhance brand loyalty • Analyse diverse data sources to provide comprehensive insights on global brand reputation • Conduct proposition testing and ensure insights influence product development and market strategies • Incorporate UX insights to inform digital projects and enhance overall customer experience YOUR SKILLS AND EXPERIENCE: The Customer Experience Lead will have the following skills and prior experience: • Proven leadership experience
with a track record of setting and achieving team goals • Expertise in quantitative or qualitative research methodologies
driving best practices in CX insights • Strong communication skills
able to distil complex insights into concise reports • Confidence in engaging with senior management and external stakeholders • Demonstrated ability to drive improvement through actionable insights • Proficiency in customer experience tools and software • Certifications in customer experience are advantageous • Previous experience in the education/learning sector is a plus