Head of Customer Experience

Who are Babble?  

Babble Cloud is a leading cloud solutions provider based in the UK. They offer a wide range of services, including telephony, internet, cloud infrastructure, cyber security, and more. Babble focuses on providing scalable, secure, and cost-effective solutions to help businesses enhance productivity, collaboration, and continuity.

About Us | Leading UK Cloud Solutions Provider | Babble  

Babble is committed to encouraging diversity of skills, experience and ability amongst our workforce, and to creating an inclusive environment that is free of discrimination. We encourage applications from all backgrounds and communities and value the positive impact that diversity of thought has on our teams.  

Join Our Dynamic Team as Head of Customer Experience 🌟 

Are you passionate about telecoms? Do you thrive in a fast-paced, innovative environment? At Babble, we’re on a mission to to be our customer’s most trusted advisor for cloud-based technologies. We’re looking for passionate and talented individuals to join our dynamic team. If so, we have the perfect opportunity for you!  

What will you be doing? 

A strategic leader responsible for defining, implementing, and overseeing the customer experience across all touchpoints. You will ensure a positive and consistent experience that drives customer satisfaction, loyalty, and advocacy. This role involves a blend of leadership, strategy, analytics, and collaboration to create a customer-centric culture within the organisation.  This role will have 8 direct reports and a wider team of 60 staff in UK and South Africa

Main Accountabilities: 

• Implement, evolve and communicate the overall CX strategy, aligning it with the company's business objective
• Promote a customer-first mindset throughout the organization, influencing decision-making and operations
• optimize customer journeys across various channels and touchpoints to ensure a seamless and positive experience
• Analyse customer data and feedback to identify trends, patterns, and areas for improvement in the CX
• Work closely with cross-functional teams (sales, marketing, product, engineering) to ensure a unified and cohesive CX
• Establish key performance indicators (KPIs) to track the effectiveness of CX initiatives and measure customer satisfaction
• train, and develop a high-performing CX team, fostering a culture of collaboration and continuous improvement
• Manage escalated customer issues and complaints in a timely and effective manner. 
• Stay up-to-date with industry trends and best practices in CX management, continuously seeking ways to enhance the customer experience

Person Specification:

• Strong communication skills
• Customer centric minded and proven experience.
• Minimum 5 years of experience in an Customer facing leadership role
• Experience reporting and analysing data  
• Written, Verbal and Numerical literacy is a must
• Must be organised and attention to detail oriented
• Managing large remote teams

What else looks good for this role: 

• Positive Attitude
• Willing and excited to learn

• Minimum 5 years’ experience required in a senior management role

Why work for Babble?

• Risk cover; covering Life Cover, Critical Illness Cover, funeral benefits and some Disability benefits
• 22 days holiday Balance PLUS UK Bank Holidays - with increased annual leave based on length of service
• 5% allowance based on basic salary that can be towards Medical Aid.
• We work a 9-day fortnight – every other Friday off.
• UPS provided to assist with load shedding (2-4hrs power for a laptop)
• Babble issued laptop
• Annual Company Celebrations

Home-Working Policy

• Your location will be home based, and you will require stable internet connection.
• It will be your responsibility to have a solution in place to mitigate loadshedding to ensure you are able to work your normal shifts effectively, working from a public space is not deemed a acceptable solution.
• As a home worker we expect you to have a suitable work set up, desk and a chair in a quiet space.

The recruitment journey

We want to fill this role quickly, but we want to get the right person. The recruitment process will consist of a screening call. If you proceed past this then you will have an interview over Teams and possibly a follow up interview and competency testing depending on the role requirements. 

Direct Candidates Only

Babble | Leading UK Cloud Solutions Provider