2 of 2 Permanent Customer Experience Jobs in Solihull

in fast-paced environments. As a Delivery Leader, you will manage a team of Technical Support Specialists and Senior Specialists. You will be accountable for support availability, performance, and customer experience in your region, driving measurable improvements in key metrics such as case resolution time, SLA adherence, escalations, and customer satisfaction. You'll also work closely with … sessions, and performance reviews with clarity and transparency and implement and reinforce global support workflows, documentation practices, SOPs, and case management standards. What you will need to succeed: Leadership experience which includes a minimum 5 years in a people leadership role within a technical support or customer support organisation. The successful person must have directly managed support specialists … and/or senior-level agents-not just led projects or been a team lead without direct reports. Support Delivery Management Demonstrative experience owning support availability, queue management, and performance against SLAs and experience balancing coverage planning and team utilisation, ideally with global or regional scope. Performance Coaching and AccountabilityThe successful applicant must have managed structured 1:1s More ❯

in the Midlands. The ideal candidate will have a strong background in digital product management having worked as a Product manager or Product Owner, with a focus on enhancing customer journeys and driving the success of SaaS products. Key Responsibilities: - Lead development of digital product strategies to optimize customer experience and engagement. - Collaborate with cross-functional teams … including UX designers, developers, and marketing specialists to deliver high-quality digital products. - Analyse customer feedback and data to inform product decisions and improve user experience. - Manage the product lifecycle from ideation to launch, ensuring alignment with business goals. - Continuously monitor market trends and competitor activities to identify opportunities for innovation and growth. Required Skills and Qualifications: - Proven experience in digital product management. - Strong understanding of customer journey mapping and optimization. - Expertise in managing SaaS products and driving customer satisfaction. - Excellent communication and project management abilities. Apply now to play a key role in shaping the future of our innovative product offerings. More ❯