Customer Experience Lead

Job Description

At O2 Daisy, customer experience sits at the heart of our growth strategy. We’re looking for an experienced Customer Experience Lead to define, lead and embed a world-class Customer Experience and Journey Management strategy across our B2B customer base.

This is a high-impact leadership role with accountability for shaping how customers experience O2 Daisy across every interaction and touchpoint. Working closely with the Executive Committee, Senior Leadership Teams and key stakeholders across the business, you’ll act as the voice of the customer championing customer-first thinking and driving measurable improvements in customer outcomes while balancing commercial priorities.

You’ll own our customer journey framework, CX measurement and insight capability, and CX platform investment, while leading and developing a team of specialists and working in partnership with internal teams and external suppliers. If you’re passionate about using insight, data and design thinking to create differentiated B2B customer experiences at scale, this role offers the opportunity to make a real and lasting impact.

Who we are

A new B2B venture. Since bringing Virgin Media O2 Business and Daisy together in August, we’ve created a focused, digital-first B2B business serving customers across small, medium, and large enterprises, as well as the public sector. Powered by our next generation fixed and mobile infrastructure we offer a broad portfolio of best-in-class solutions - including cloud-based communication tools, voice and contact centre offerings and 5G private networks - to provide the technology that makes every business better

The must haves

In order to be considered, you must have the following experience;

• Proven experience leading Customer Experience strategy, measurement and insight in a complex B2B (or mixed B2B/B2C) environment
• Strong expertise in CX metrics and measurement frameworks, including NPS, CES and customer-led performance targets
• Demonstrable experience designing and embedding end-to-end customer journey frameworks, including in-life improvements and new product or service launches
• Proven ability to drive customer-led change across the organisation, translating CX insight and measurement into tangible business improvements, embedding new ways of working, and delivering sustained behavioural and operational change
• Experience influencing and challenging senior leaders and Executive-level stakeholders to drive customer-first decision making
• Strong people leadership and matrix management experience, including leading specialist teams and external partners
• Commercial and financial acumen, with experience managing CX platform or insight budgets
• Excellent communication, storytelling and stakeholder management skills, with the ability to translate insight into action

The other stuff we are looking for

We'd also love you to bring;

• Experience working with CX platforms and research partners (e.g. Qualtrics or similar)
• A strong understanding of customer insight, research methodologies and journey analytics
• Experience partnering with Product, Technology and Transformation teams to embed CX into ways of working

• A passion for continuous improvement, innovation and external best practice in customer experience and journey design
• Professional CX qualifications or accreditations (e.g. CCXP), or a commitment to achieving them
• Resilience and adaptability in fast-paced, transforming organisations

What's in it for you

Our goal is to celebrate our people, their lives, and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.

Next steps

If O2 Daisy feels like a place where you can belong, we’d love to learn more about you. Once you’ve applied, the recruitment process is likely to include a two-stage interview process:

• Stage 1: Competency and experience-based interview
• Stage 2: Strategic discussion and/or presentation with senior stakeholders

When you apply, you’ll be asked about any adjustments you might need to support the recruitment process—please let us know and we’ll be happy to discuss.

Applications will be reviewed throughout the advert period, and we may close early if we receive a high volume of applications. All offers are subject to background checks.

Thank you for your interest in joining the O2 Daisy family.

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