• A charity-owned, 250-year-old organisation with 5000+ employees globally
• On a mission to ‘improve the world’ by advising clients on ocean ecology, sustainability and safety
• Provide strategic consultancy to a range of clients in more than 75 countries

This is a great opportunity to join a high performing team that works closely together to deliver outstanding strategic & tactical results, solve business problems, increase customer focus and help to make a difference to the world.

Specifically, you will lead the drive for world-class customer-centricity across a global business, leveraging data, insights, measurement and experience data to support retention and growth of clients, customer advocacy and value.

The ideal Customer Experience Lead will have:

• A proven track record in customer experience strategy development and delivery, with tangible evidence of impact on business performance
• Experience in the voice of the customer, e.g. depth interviews, focus groups, workshops, co-creation techniques and iterative approaches
• Customer journey mapping and service blueprinting skills, with the ability to translate high-level design into deliverables
• Experience in root cause analysis and measurement of journey and experience effectiveness
• Excellent communication, influencing and presentation skills with senior stakeholder audiences