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Channel Experience Lead
About this role
Channel Experience Lead at the British Council will shape and improve customer journeys across web, chat, email and voice to deliver seamless and consistent experiences. The role involves designing, optimising and governing channels and collaborating with Digital, Operations, Knowledge Management, Product and Marketing teams. It is ideal for a customer-focused professional with experience in digital or assisted-service channels and a data-driven approach to decision making.
What you would do
- Design, optimise and govern customer interaction channels across web, chat, email and voice.
- Analyse customer interactions to identify friction points, map journeys and implement improvements.
- Collaborate with Digital, Operations, Knowledge Management, Product and Marketing teams to align channel capabilities with customer and business needs.
- Monitor channel performance and maintain design standards to ensure a consistent customer experience across markets.
- Drive continuous improvement using feedback, analytics and performance data; advocate for customer experience best practices and channel strategy.
- Support channel readiness for new services, updates and incident response; identify opportunities to increase automation and self-service.
What they are asking for
- Experience improving digital or assisted-service channels (web, chat, email, voice).
- Understanding of customer journey design, usability and service experience principles.
- Experience collaborating with cross-functional teams on channel or product improvements.
- Ability to interpret analytics, feedback and performance data to inform decisions.
- English language proficiency (written and spoken).
- Desirable: Experience with UX research/usability testing or interaction design; familiarity with CRM, telephony, chat platforms or knowledge management tools.
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