Director of Customer Experience Implementation, Liberty Global
+Bonus Plan
Global telecoms company & tech investor
Job no longer available
Global telecoms company & tech investor
1001+ employees
Job no longer available
+Bonus Plan
1001+ employees
Company mission
To build tomorrow’s connections today, bringing people together through the power of technology.
Role
Who you are
- Fluency in English both written and spoken and preferable 1 other European language
- Ability to translate vision into actionable plans
- Familiarity with customer experience technologies and tools
- Knowledge of agile development methodologies an tools
Desirable
- Proven record in optimally simplifying and enhancing product experiences for customers, while operating in a sophisticated and multi-national organizational environment
- Strong analytical and problem-solving skills, with the ability to use data to inform decision-making
- Exceptional communication and interpersonal skills, with the ability to influence and inspire cross-functional teams and to form strong business relationships across multiple locations
- Effective influencing and negotiation skills in an environment where resources required for success may not be in direct control of this role
- As a leader, ability to inspire and motivate people and form a result-driven, assertive and persistent team
- Strategic perception and insight must be complemented by the problem-solving skills necessary to drive tactical implementatiov
- Adaptable with the ability to successfully deal with and sort through ambiguity
- Implements on the Liberty Tech objectives as reflected in the company’s strategic objectives and the pillars of one promise, one plan, one company
- Works across our matrix/footprint to achieve the best outcome for the business, our customers, employees and shareholders
- Bachelor's or Master's degree in Business, SW Engineering, or a related field
- Shown experience in a leadership role focused on customer and product experience implementation, in or close to international Telco or Cable provider
- Strong project management skills with a track record of successful program execution
What the job involves
- The Director of Customer Experience Implementation 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
- As the Director of Customer Experience Implementation, you will play a pivotal role in translating our customer and product experience strategies into tangible, high-impact initiatives
- You will lead a team dedicated to implementing and optimizing customer-focused programs, ensuring seamless integration with and enhancement of our products and services
- Develop and implement a short- and mid-term implementation plan for customer and product experience initiatives, aligning with organizational goals
- Drive the successful implementation of initiatives that improve customer happiness and product success in a cross-functional and cross-country environment and close alignment with the Roadmap and Delivery Teams
- Collaborate with cross-functional teams, including product management and roadmap, technology, delivery, and quality, but as well in-country marketing, and customer support, to ensure cohesive and coordinated customer and product experiences
- Champion a customer-centric culture throughout the organization
- Lead a team of implementation managers and specialists in driving customer and product experience programs
- Establish clear project plans, achievements, and success metrics to supervise and measure the impact of implementation efforts
- Work closely with customer insights and design team to map customer journeys and identify key touchpoints for enhancement
- Implement strategies to improve the end-to-end customer experience and increase product adoption
- Feedback Loops and Continuous Improvement:
- Apply data and feedback to iterate on programs, ensuring continuous improvement in customer and product experiences
- Collaborate with quality and technology teams to build an integrated understanding of underlying processes and infrastructure issues with customer experience issues and support the implementation of customer and product experience initiatives across the board
- Leverage technology solutions to streamline processes and improve the overall customer and product experience
Salary benchmarks
Our take
Liberty Global is a world leader in broadband, video, and mobile communications, responsible for top brands such as Virgin Media-02 in the UK, VodafoneZiggo in The Netherlands, and Sunrise in Switzerland. The company also actively invests in and launches infrastructure, content, and technology ventures, such as EV charging network company Believ (formerly Liberty Charge), green energy brand Egg, and AtlasEdge Data Centers, among others.
The company has been undeniably successful, having created an impressive family of brands containing both big names and smaller innovators - its investment arm has a portfolio of more than 75 companies ranging from ITV to cloud-native app protection platform Lacework. In its own words, its scale allows it to "transfer knowledge and expertise across our operations and investments", enabling all brands within its roster to benefit from its industry leading experience.
Freddie
Company Specialist
Insights
Company
Company benefits
- Comprehensive health plan
- Paid volunteer time off
- Healthy food and snacks
- Flexible working
- Learning and development opportunities
- Retirement scheme
Company values
- WE ARE STRAIGHT UP: We are authentic, transparent and do the right thing for our customers and our organization.
- WE ARE LIMITLESS: We’re bold and set new standards in all that we do.
- WE ARE UNITED: We collaborate and embrace our differences to achieve our goals.
- WE ARE AGILE: We are resilient. We strive to embrace change, evolve, transform and adapt quickly.
Company HQ
Hammersmith, London, UK
Articles
Founders
Mike Fries
(CEO)Was a member of the Liberty Global founding team, and launched the company’s international expansion. Since then, they have served in various strategic and operating capacities, finally being appointed as CEO in 2005.
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