THE JOB

Sodexo BRS UK is going through a period of transformation, and the focus on the customer experience is key to our success. Our customer engagements are both at the primary customer level as well as the service levels related to their beneficiaries.


The Head of Customer Experience will be responsible for building and executing our customer experience strategy, approaches and processes, and identifying opportunities to increase customer engagement/satisfaction across the Sodexo BRS UK organisation. They will act as the voice of the customer to deliver a best-in-class customer experience across all aspects of customer and beneficiary engagement. Whilst reporting to the Director of Operations and Customer Experience, this is a critical transversal role within Sodexo BRS UK.

THE PERSON

  • Experience with B2B2C business model
    Experience in leading cross-functional, game-changing and/or transformational initiatives and exceeding key goals
  • Experience of initiating, defining and delivering a customer experience strategy; managing and implementing strategy, approaches and processes
  • Coaching style with the ability to operate at all levels of the organisation; contributing to transformational agendas and cultural shift.
  • Experience with NPS strategies, approach and execution.
  • Experience with CSAT metrics and continual improvement execution.
  • Experience with diverse tool set, i.e. Salesforce, Service Cloud, Freshdesk etc
  • The ability to extract and process data to produce insights
  • Experience building detailed customer journey maps
  • Success managing diverse stakeholders and complex problem resolution
  • Experience engaging with customers through social media and omni channel services
  • Able to work in a highly matrix, transformational and challenging environment
  • Have high levels of commercial acumen; able to illustrate & articulate the value of customer experience/centricity to business growth and financial benefits
  • Programme / Project Management
    Agile Approaches

THE TEAM

Operations and Customer Experience is a dynamic, multi-faceted division that partners with all areas of the business to ensure all deliverables are customer focused and operationally efficient

WHAT WE DO

Here at Sodexo, we’re all about people, inside and out. It’s what we do. From growing employee cultures and inspiring success in workplaces, to driving consumer engagement with brands, we specialise in helping businesses transform behaviours, engagement and performance in people.

WHO WE ARE

As engagement experts, inspiring and rewarding success and encouraging a happy workforce is a big part of our culture. Our people are a big deal to us, so making sure everyone has a safe and fun working environment and the right opportunities to develop, is top of our priority list.

From the moment you join us, we do our best to inspire and encourage creativity and collaboration. Have you excelled at your work or gone above and beyond? You’ll get recognised not only from our management teams but from your colleagues and peers. We shout about our brightest and best (and reward them too)

You’ll have access to our very own benefits hub giving you discounts on high street shopping, supermarket shops, gym memberships, tax free cycle2work schemes, reduced price cinema tickets, additional holiday purchase and so, so much more!

WHAT ARE YOU WAITING FOR?

If this sounds like you, we want to hear from you! Simply send us your CV with a cover letter by 4th December 2020 if you’re interested in applying for the role and joining our team.

COVID-19 CONSIDERATIONS:

Whilst we continue to assess all COVID considerations around our return to the office there will be a temporary requirement to work from home. All applicants however should apply on the assumption that they are able to attend our Milton Keynes office five days a week

For more details, please contact

Careers.engage@sodexo.com

apply now

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