Customer Experience Lead – IT, Telco, UCaaS, CC - remote; 2d​/LDN Car - S

Customer Experience Lead – IT, Telco, UCaaS, CC

Ashton-Under-Lyne, England, United Kingdom

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

The Customer Experience Lead will analyse customer touchpoints and journeys to design and map continuous improvement of end‑customer experience. The role will work closely with Sales and Operations, focus predominantly on the post‑sales journey, shape pre‑sales customer processes and best practices, and collaborate across functions.

• Previous experience leading customer journeys for Telco / IT‑focused solutions

• Experience with in Communications, ideally Cloud, UC, UCaaS, or Contact Centre

• Strong understanding of journey mapping, metrics and reporting

• Excellent communication, collaboration and presentation skills

• Proven commercial track record as a Customer Experience Lead on Telco / Communications solutions
• UC, UCaaS, Contact Centre or similar experience
• Post‑Sales end‑to‑end Customer Journey design & mapping
• Metrics & reporting
• Excellent communication and presentation skills

• ITIL
• Agile

• Car allowance (£500)

• Training and career development

• Generous holiday

• Medical (including family), life assurance, gym, breakdown, 3rd‑party discounts

2 days per month on site in London. Applicants without a specified location may be rejected.