Customer Experience Lead IT, Telco, UCaaS, remote; 2d​/m LDN

Customer Experience Lead IT, Telco, UCaaS, Mainly remote (2d/m LDN)

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This is a fantastic permanent Customer Experience Lead opportunity with a leading London‑based tech organisation. The position is Mainly remote with around 2 days per month in central London, working from home the rest.

As Customer Experience Lead, previous experience leading the customer journey for Telco / IT focused solutions is essential. Experience with in Communications (ideally Cloud, UC, UCaaS, Contact Centre etc) is also essential. You should have experience understanding existing customer experience, mapping and reporting on journey, key touchpoints and metrics. The role will analyse customer touchpoints and journeys to design and map improvements, continuously enhancing the end customer experience.

You will collaborate closely with Sales and Operations, focusing predominantly on the post‑sales journey while also helping shape pre‑sales processes and best practices. Excellent communication, collaboration and presentation skills are essential.

• Lead the design and mapping of end‑to‑end customer journey for Telco/Communications solutions.
• Analyse and report on customer touchpoints, metrics and journey outcomes.
• Collaborate with Sales, Operations and pre‑sales teams to implement best practices.
• Continuously improve customer experience based on insights and data.

• Proven commercial track record as Customer Experience Lead on Telco / Communications solutions.
• Experience with UC, UCaaS, Contact Centre or similar.
• Strong knowledge of post‑sales e2e customer journey design & mapping.
• Metrics and reporting expertise.
• Excellent communication and presentation skills.

• ITIL.
• Agile.

• Car allowance (£500).
• Training and career development.
• Great holiday, medical (including family), life assurance, gym, breakdown, 3rd‑party discounts, etc.

Role requires 2 days per month onsite in London. Your application must clearly state availability. Applications without specified location may be rejected.

Mid‑Senior level

Full‑time

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