Senior Customer Experience Director - #1693007

Role Introduction

We’re looking for a visionary Senior Director to lead and scale our Services organisation.

Reporting to the Chief Services Office, you’ll collaborate with the global Services leadership team to shape the future of how we deliver value to our customers through certainty of outcome, speed of delivery, world class customer experiences and delivering fast time to value. You’ll play a pivotal role in achieving our ambitious goals.

In this high-impact role, you will build, lead, and develop a team of top-performing professionals, including individual contributors encompassing Support Engineers and Professional Services consultants, to deliver end to end customer experiences in one of our key categories / portfolio offerings. Partnering closely your peers, commercial Units and cross-functional leaders, you will assist in the design and execution of strategies that drive intentional and prescriptive customer journeys,

You will champion customer excellence, ensuring our combined Support and Professional Services teams are equipped with deep expertise in customer service and delivery best practices. Your leadership will be critical in empowering customers to unlock value, scale their success, and deepen their partnership with us.

You have a highly data-driven, customer-centric mindset and are committed to operational efficiency and delivering exceptional service in a high-growth and changeable environment. You will have proven commercial understanding and achievements from a professional Services / Support and CX perspective.

What You Will Do

Strategic Leadership & Vision

• Execute the strategic plan for the Services organisation, in your designated category / portfolio, (one of Legal, Health and Care, Education. Finance, Spend and Governance or Workforce Management), focusing on driving positive customer experience
• Working with R&D and commercial Units, define and optimise customer lifecycle programs based on segmentation and continuous improvement ensuring alignment with company goals.
• Oversee end-to-end service delivery, ensuring smooth and scalable operations that meet the needs of customers with Zero friction
• Identify opportunities for service improvement and / or the appropriate experience within each cohort of customers. (Platinum, Gold, Silver, Bronze)
• Working with peers, review and identify processes that can improve team performance and customer service, in line with ISO9001 standards
  
  
  

Service Development & Delivery

Working with your peers, Commercial Units and central functions, you will;

• support the design and iterative development of new and existing service offerings.
• maintain a world-class category organisation by implementing effective processes that can be applied globally and consistently across all categories
• in conjunction with CX team, develop detailed customer journey maps and manage feedback loops to enhance service offerings and inform with organisation on trends and issues arising
• Monitor KPIs for service offerings, evaluating success and identifying improvement areas.
• Ensure the customer journey and ‘moments that matter’ are met and the desired outcomes are achieved at each stage.
• Develop and implement strategies to reduce response times, drive efficiency and time savings and ensure adherence to the inbound contact strategy.
• Develop and implement strategies to reduce Time to First Value for all implementation projects through standardised deployment packages, tooling and automation
• Manage escalations, ensuring timely and professional resolution - prioritising the customer experience.
  
  
  

Team Leadership

• Lead a high-performing category Services team
• Foster collaboration within the team and across organisational stakeholders
• Lead enablement and operational practices to track and improve team performance
• Closely monitor and manage team and individual performance against SLAs and KPIs.
• Foster a team culture of accountability, high standards, commercial achievement, continuous improvement, and customer-centricity.
• Support team members by identifying training needs and upskilling opportunities.
• Support team members as the point of escalation for complex customer inquiries.
• Actively manage direct reports, including establishing & monitoring OKR goals for teams, providing feedback, coaching them to improve service quality, increase productivity, and to achieve customer satisfaction.
• Act as a champion of change, guiding the team through transformation initiatives and ensuring effective communication, collaboration, and smooth transitions.
  
  
  

Cross-functional Partnership

• Partner with Sales, R&D, Commercial Units and Operations teams
• Work closely with Sales Management on Services pipeline management & forecast
• Coordinate with R&D teams on service delivery alignment, and priority issues to be addressed, based on high ticket drivers, blockers to PS delivery etc
• Address escalated customer issues by orchestrating resources across the company
  
  
  

Growth & Revenue Impact

• Drive growth through ensuring great customer experience, enrolling ARR through a Zero Day approach to deployment, and a Zero ticket mindset
• Influence future lifetime value through higher customer satisfaction and advocacy
• Manage the PS backlog for your category, ensuring swift PS forecasting and execution in line with company goals and quarterly financial objectives
• Create and maintain strong relationships with sales teams to drive revenue growth through managing resource and capacity for both Service Delivery and Support
  
  
  

Data-Driven Performance Management

• Management and analysis of team and individual key performance metrics (e.g. ARR enrolled, NRR, CSAT, NPS, FCR) to assess the effectiveness of the team
• Ensure SLAs are appropriate to the desired level of service for the appropriate customer cohort
• Utilise customer feedback and data to identify pain points and propose improvements.
• Co-develop and deliver key reports, on team performance, customer satisfaction. High demand tickets, and Red Amber Green projects to identify emerging trends.
  
  
  

Requirements

What You Will Have

Experience & Skills

• Demonstrated progressive experience leading customer services and /or professional services teams of 30+ people, geographically dispersed
• Deep understanding of B2B customer needs and service delivery.
• Proven track record in SaaS or subscription mid market to enterprise software companies
• Deep understanding of Professional Services and Support methodologies and ways of working
• Experience in core categories / portfolios would be advantageous
• Strong leadership and people management skills
• Data-driven and analytical mindset
• Excellent communication and presentation skills
• Strategic thinking with tactical execution abilities
• Desire to continually be looking for improvement and greater results
  
  
  

Technical & Business Acumen

• Understanding of technical product implementation and adoption strategies
• Ability to translate customer needs into service offerings
• Experience defining and tracking customer service / adoption metrics
• Knowledge of industry trends and competitive landscape
• Ability to review and manage costs and identify efficiency opportunities
  
  
  

What We Do For You

Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral

• Annual Leave – 25 days of annual leave, plus public holidays and the ability to buy additional days
• Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7 through Care First
• Endometriosis Friendly Employer - We are proud to confirm our commitment to developing an environment and culture that allows those with endometriosis to thrive in the workplace
  
  
  

Personal Growth - Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally

• Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go
• Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success
  
  
  

Financial wellbeing - We understand as well as your mental wellbeing, your financial wellbeing is really important

• Pension Scheme – Our plan with Scottish Widows offers 5% matched contribution by the company
• Income protection insurance – Providing you with support and assistance when you need it most
• Discounted Parking - We have partnered with QPark to provide an exclusive discounted rate for OneAdvanced employee's when purchasing a digital season tickets
  
  
  

Recognition – Highlighting and rewarding the great work our people do

• Performance & Talent – Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self
  
  
  

Making a Difference – we provide opportunities to help our people make a difference to the causes they care about

• MatchIt! – Fundraise for a cause close to your heart and Advanced will match part of the funding
• Volunteering Time – Our volunteering leave scheme allows you to use your time to help those who need it
• Pennies from Heaven – donate the pennies from your pay check to help make a difference without lifting a finger
  
  
  

Who We Are

OneAdvanced is one UK's largest providers of business software and services serving 20,000+ global customers with an annual turnover of £330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to power the world of work and, as you can see, our software underpins some of the UK's most critical sectors.

We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.

To learn more about working at OneAdvanced please click here