Head of Customer Experience & Journey Design

Why loveholidays?

At loveholidays - we trailblaze together. We’re on a mission to open the world to everyone, giving our customers’ unlimited choice, unmatched ease and unmissable value for their next getaway. Our team is the driving force behind our role as our customers’ personal holiday expert - the smart way to get away.

Here, we're doing things differently to open the world to everyone, and our Customer Experience team is at the forefront of driving cutting-edge innovation. Join our fast-growing business where your ideas are heard and new thinking shapes how millions book their holidays.

You'll accelerate your growth in our fast-paced environment, tackling daily challenges and learning from inspiring leaders and teammates. Be empowered to create impact for our future by shaping the most-loved package holiday experience for millions. As we pursue ambitious plans to expand across Europe, you'll be part of a fun-loving international community achieving great things together.

The impact you’ll have:

Join our Customer Strategy team as the Head of CX and Service Design for the Post-Booking Customer Experience, where you'll be instrumental in redefining and maturing how we engage with our customers after they've booked their holiday.

Reporting directly to the VP of CX, you'll spearhead the initiative to ensure every customer journey and touchpoint, post-booking is meticulously crafted to offer unparalleled experience, enhancing our brand loyalty and positioning us as market leaders.

This role is perfect for a visionary leader who thrives on innovating service design strategies, is passionate about enhancing customer experiences, and is eager to lead a team at the intersection of technology and customer satisfaction.

If you're motivated by transformative data-driven decisions, champion efficiency, and aspire to elevate customer engagement, we're excited to connect with you.

Your day-to-day:

CX & Service Design Leadership: Lead the development and execution of groundbreaking service design strategies that elevate post-booking customer experiences through the following capabilities:

• Data-Driven Decision Making: Utilise insights, feedback, and analytics to inform strategic decisions, fostering continuous improvement and measurable outcomes in post-booking CX.

• Journey Mapping & Process Improvement: Leveraging insights to Identify friction points within the customer journey, spearheading initiatives that refine service efficiency and customer satisfaction.

• SaaS Operations: Work with this team to define and optimise service design within customer experience technology platforms, ensuring they're fully leveraged to meet our objectives.

• Customer Communications Strategy: Work with the communications lead on defining the strategy for post-booking communications, ensuring they contribute positively to the customer experience and align to the service design for every journey.

• Customer Operations Alignment: Work closely with the contact centre operations leads to make sure CX and service design is aligned to operational activities and objectives.

• Cross-Functional Collaboration: Collaborate with multiple departments such as Data & Insights, CX Tech/Product, Supply & Commercial, Finance, Workforce Planning, and Customer Operations to ensure alignment and execution of a cohesive and integrated post-booking CX strategy.

• Team Leadership: Cultivate, mentor, and lead a team, promoting a culture of customer-centricity, innovation, execution & accountability.

Your skillset:

• Proven CX and Service Design Experience: Demonstrated success in leading customer journey mapping and process improvement within dynamic, customer-centric environments.

• Leadership and Team Management: Strong experience in building and guiding multidisciplinary teams to achieve exceptional results.

• CX Tech Platforms: Knowledge of CX technology platforms, particularly CRM systems, and how they can be utilised to enhance customer experiences.

• Cross-Functional Influence: Adept at driving collaboration and influencing decision-making across various departments including product, commercial supply and customer contact operations

• Strategic and Analytical Thinking: A strategic mindset complemented by a data-driven approach to problem-solving and decision-making.

• Communication Excellence: Outstanding ability to articulate complex concepts clearly and persuasively across different stakeholder groups.

Desirable:

• Innovation in CX Tech: A keen interest in and familiarity with the latest in CX technology advancements.

• Contact Centre Proficiency: Knowledge and experience of contact centre technology and operations

• Cross-Functional Collaboration: Proven track record of effective partnership across departments, especially in integrating CX strategies with broader company objectives.

• Educational Background: Bachelor’s or Master’s degree in Business, Design, Communications, or a related field, with a preference for CCXP certification.

• CCXP certified

The interview journey:

• TA screening - 30 mins

• 1st stage with HM to understand capability level - 60 mins

• Presentation to key stakeholder/s including based on scenario provided, in office - 60 mins

• Final stage exec meeting - 30 mins

Perks of joining us:

Other than an amazing environment for you to grow, have impact and show the world your incredible skills, we offer the following benefits:

• Company pension contributions at 5%

• Individualised training budget for you to learn on the job and level yourself up

• Discounted holidays for you, your family and friends

• 25 days of holidays per annum (plus 8 public holidays) increases by 1 day for every second year of service, up to a maximum 30 days per annum

• Enhanced maternity/paternity leave

• Cycle to work scheme, season ticket loan and eye care vouchers

At loveholidays, we focus on developing an inclusive culture and environment that encourages personal growth and collective success. Each individual offers unique perspectives and ideas that increase the diversity and effectiveness of our teams. And we value the insight and potential you could bring on our continued journey.