Job Description:

Job information Head of Customer Experience & Improvement from the Company William Hill, this latest Head of Customer Experience & Improvement job vacancy is located in the city Hybrid work in London located in the country United Kingdom . This latest job opening is open to job seekers who have the latest education / graduate Bachelor Degree . Job Vacancies in this Head field have been opened and published up to the specified time.

Job Responsibility:

We are looking for a visionary leader with a strong customer focus to head our Customer Experience and Improvement team, guiding our customer operations.

The ideal candidate will be a strategic thinker, a data-driven decision-maker, and a customer-centric leader who is passionate about delivering exceptional experiences to our players.

What you will be doing

• Develop and communicate a customer experience vision and strategy aligned with business goals, leading the CX team to foster a customer-centric culture.
• Analyse customer feedback and data to identify pain points and use insights to prioritize initiatives and allocate resources effectively.
• Optimize customer-facing processes to create seamless experiences and implement continuous improvement initiatives to enhance efficiency.
• Develop and execute a CX strategy and roadmap, collaborating with cross-functional teams to implement innovative solutions.
• Work with various departments to align CX initiatives with business objectives and advocate for customer-centric decisions.
• Build and develop a high-performing CX team through hiring, training, and mentoring, fostering a culture of collaboration and accountability.
• Define KPIs to measure the impact of CX initiatives and develop dashboards to track performance and communicate insights to stakeholders.
• Ensure compliance with regulatory requirements and implement quality assurance processes to maintain high service standards and uphold the brand's reputation.

What we are looking for

• Bachelor's degree in Business Administration, Marketing, or related field (Master's preferred).
• Experience in customer experience management, preferably in iGaming.
• Proven success in driving customer-centric initiatives, improving satisfaction and loyalty.
• Strong leadership, communication, and interpersonal skills.
• Analytical mindset to translate data into actionable strategies.
• Experience in team management, coaching, and development.
• Familiarity with iGaming regulatory requirements.
• Proficiency in CRM systems, analytics tools, and project management software.

What we offer

Our roles offer more than just a job, you'll become part of our 888 William Hill family! We have created an environment where our people can thrive.

Check out some of the fantastic benefits on offer:

• Financial: Competitive salary and bonus schemes.
• Hybrid working: Our employees can work from home up to 80% of the time with 20% of office time built in to ensure we get some face-to-face collaborative team time - and the chance for a coffee and a catch-up!
• Holiday entitlement: You'll be entitled to 25 days holiday, plus 8 bank holidays and an extra day for your birthday.
• Perks and discounts: Discounts at a range of high-street retailers.
• Family support: Industry-leading maternity and paternity leave and paid time off if you have caring responsibilities.
• Health & wellbeing: Tools and services to help support your well-being, including support with mental health and financial education. You will also have access to gym discounts and our cycle to work scheme.
• Travel card: Enjoy access to our heavily discounted Zone 1-6 Oyster card for convenient commuting.
• Healthcare: We prioritise the health and well-being of you and your loved ones, offering comprehensive healthcare benefits (or a cash alternative).
• Pension package, income protection and life assurance:Safeguarding your financial future and offering peace of mind.

888 William Hill in London

We couldn't be closer to the action in our London office. A 2-minute walk from Tottenham Court Road station, and round the corner from Soho and Oxford Street means you'll never be short of anywhere to go for a lunchtime stroll or a post-work drink. There's plenty of green space too with Regent's Park and Hyde Park not far away. Working in our London office you'll also benefit from a heavily discounted Zone 1 - 6 travel card, so you'll be whizzing around London in no time.

More about 888 William Hill

We're a business that embraces change and progress. With a rich history behind us, we've learned a lot and have led the industry in many ways. One thing that doesn't change is that we always aim to ‘go one better'. Now part of 888 holdings group, together we're on a journey to build a better business. At 888 William Hill, you'll benefit from flexibility and a culture built on trust. We'll give you the space to be yourself and the tools you need to protect our customers while they play. We'll invest in your future to help you develop your unique strengths and build a career that's right for you.

Apply

At 888 William Hill, we prioritise diversity, equity, and inclusion for the benefit of our company, employees, and communities. We foster a welcoming and safe workplace that values all forms of diversity and provides opportunities for growth. Sound good? Then you belong at our place! The first step in the recruitment process is kickstarting your application, followed by an initial screening call and an interview stage.

Keywords : London jobs

Closed Date : 2024-12-08