Director- Customer Experience Strategy

<h1>ABOUT US</h1><p>We’re building Tomorrow’s Connections Today, bringing people together through the power of our technology.</p><p>Liberty Global is a world leader in converged broadband, video and mobile communications and an active investor in cutting-edge infrastructure, content and technology ventures.</p><p>With our investments in fibre-based and 5G networks we play a vital role in society, currently providing over 85 million fixed and mobile connections and rolling out the next generation of products and services, while readying our networks for 10 Gbps and beyond.</p><p>We’re creating national champions, combining the best broadband and mobile networks under brands such as Virgin Media-02 in the UK, VodafoneZiggo in The Netherlands, Telenet in Belgium, Sunrise in Switzerland, Virgin Media in Ireland and UPC in Slovakia.</p><p>Liberty Global Ventures, our global investment arm, has a portfolio of more than 75 companies and funds across content, technology and infrastructure, including strategic stakes in ITV, Univision, Plume, Lionsgate and the Formula E racing series.</p><p>Our scale enables us to transfer knowledge and expertise across our operations and investments, creating a dynamic family of brands united in the pursuit of innovation and excellence.</p><p>And we’re prioritising diversity, equity and inclusion in our workplace and communities, while reducing our impact on the environment. We are using technology as a force for good; for our people, our partners and the planet.</p><p></p><h1>JOB PURPOSE</h1><p></p><p>As a business that’s totally in love with groundbreaking thinking and digital goodness, it’s no surprise that our Customer Experience teams have crucial roles to play. They underpin so much of what we do. That means everything from design and architecture, through to innovation, enhancing, trialling and priority setting for delivery of our product platforms. </p><p></p><p>From the biggest projects to essential daily maintenance, all kinds of people have important roles to play. The Director Customer Experience Strategy is part of the Customer Experience Department, responsible and accountable for defining customer experience and product platform roadmaps with focus on scale deployments, rich and easy experience as well as quality to support the success of our operating companies. </p><p></p><p>As the Director of Customer Experience Strategy, you will play a pivotal role in shaping and implementing our overall customer experience vision. </p><p></p><p>You will be responsible for developing and implementing strategies that enhance customer satisfaction, loyalty, and engagement across touchpoints within and related to our platforms. </p><p></p><p>If you are a strategic problem solver with a passion for driving customer-centric initiatives, we invite you to join our team. This is Global role with multi country responsibility (3 PE and UK), advising on CX strategy across the four operating companies.</p><p></p><p></p><h1>KEY ACCOUNTABILITIES</h1><p></p><h2>Strategic Planning:</h2><p>Develop and implement a comprehensive customer experience strategy aligned with the company's overall goals and objectives.</p><p>Collaborate with senior leadership to ensure customer experience initiatives are integrated into the broader business strategy.</p><h2>Define and implement our CX guiding principles.</h2><h2>Customer Journey Mapping:</h2><p>Conduct thorough analysis and mapping of customer journeys to identify difficulties and areas for improvement.</p><p>Define and optimize customer touchpoints withing or directly related to our product platforms to create a flawless and delightful experience.</p><h2>Voice of the Customer:</h2><p>Implement strategies to gather and analyze customer feedback through various channels, such as surveys, reviews, and social media.</p><p>Translate customer insights into actionable recommendations and set priorities to improve the customer experience, focusing on impactful and scalable solutions.</p><h2>Collaboration and Communication:</h2><p>Work closely with cross-functional teams, including strategy, roadmap planning, quality, technology, marketing, and customer support in our operating companies, to ensure a unified and consistent customer experience.</p><p>Advocate for the customer throughout the organization and drive a customer-centric culture</p><h2>Performance Metrics and Analytics:</h2><p>Define key performance indicators (KPIs) to measure the success and impact of customer experience initiatives.</p><p>Use data and analytics to continuously assess and refine strategies for efficient results.</p><h2>Innovation and Best Practices:</h2><p>Stay informed about industry trends, best practices, and new technologies related to customer experience.</p><p>Introduce innovative solutions and standard processes to elevate our customer experience offerings, in collaboration with our Data&amp;AI and Ventures teams and the operating companies.</p><p></p><h1>KNOWLEDGE &amp; EXP