The Role

Can you add great leadership skills to our outstanding Customer Experience Team?

We are looking for an experienced leader to join London Business School as Head of Customer Experience. This role is responsible for leading the Front of House teams as well as ensuring the delivery of an excellent customer experience to all of our stakeholders, you’ll be working in partnership with suppliers and customers to ensure an outstanding experience. Not only will you be working closely with the Head of Campus Services to ensure that all teams across Estates deliver a high quality service to stakeholders, but you will also be required to influence, represent and manage customer requirements, by proactively identifying effective strategies and solutions.

Main Responsibilities

• Well defined, clearly communicated and executed strategies and/or plans for area of work.
• Trusted adviser relationships developed with key stakeholders.
• Excellent stakeholder feedback.
• Development of high-quality policies and processes.
• Smooth operation of reporting cycle in own area producing highly-accurate data which informs decision making.
• Contribution to cross-School initiatives.
• Projects delivered on time, on budget and to quality standards.
• Accurate budgets developed, no overspend and value for money demonstrated.
• Contribution to continuous improvement in School rankings.
• High-quality work delivered by contractors and agencies.

Who we are looking for

• Professional qualification or equivalent experience.
• Significant leadership and management experience, including managing multiple teams, along with experience delivering service provision in a customer-facing world class environment.
• Passionate about customer service and experienced in designing and implementing service improvement plans at operational and strategic level.
• Strong customer service, interpersonal and presentation skills and have solid, time, project and financial management experience.   
• Excellent communicating and influencing skills, with the ability to negotiate, collaborate and influence.
• Experience of managing internal relationships at all levels.
• Subject matter expert in legislation, policies, tools or systems applicable to own area of specialism.
• Project or change management certification and experienced in leading and implementing complex business change solutions.
• Ability to scan the horizon, identify industry best practice and translate this into future planning for own area of specialism.
• Proven financial management skills and commercial acumen.

Why London Business School

London Business School; a global and vibrant business community based in two of the world’s most dynamic cities, London and Dubai. It’s where extraordinary minds and diverse perspectives connect, to have a profound impact on the way the world does business and the way business impacts the world. We offer best in class hybrid learning to our students and participants, whilst creating a flexible, supportive and dynamic working environment for our people to excel in, whatever their location. 

What you can expect from us

• Generous annual leave of 27 days PLUS extra between Christmas and New Year!
• Generous pension package, 21.4% employer contribution (in return for employee enrolment and contribution)
• Free onsite gym and swimming pool
• Amazing range of professional development to support your career path
• Enhanced cycle to work scheme
• Wellbeing offering to support your physical, mental and financial health
• Up to 5 days volunteering leave or parent /carer emergency leave

All enjoyed in a Smart (hybrid) Working environment so we’re looking forward to discussing how, where and when you might work best to deliver in your new role.

Our commitment to driving inclusion and belonging 

We are a globally reaching institution, committed to creating tangible and sustainable change in driving inclusion & belonging within our School, education and society at large.  We are dedicated to creating an environment where everyone in our community feels they belong and thrive. This is a key school priority, and we want everyone who joins LBS to feel respected, welcomed, and heard. 

Please note we start screening CVs and interviewing candidates from the start of a campaign. A successful candidate could progress to offer before the advertised closing date. We encourage you to apply as soon as possible if you are interested in any roles.

Closing date - 19th January 2023

London Business School