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Channel Experience Lead (Hybrid)
About this role
A Channel Experience Lead to design, optimise and govern customer interaction channels (web, chat, email, voice) across digital and assisted-service environments. This role is suitable for a customer-focused professional able to work across multiple markets and collaborate with cross-functional teams.
What you would do
- Analyse customer interactions and map journeys to identify friction points
- Develop and implement improvements to channel usability and performance
- Maintain channel design standards and best-practice frameworks
- Collaborate with Digital, Product, Knowledge Management and Operations teams on channel initiatives
- Monitor channel performance and customer experience metrics and report findings
- Support readiness of channels for new services, updates and incident response activities
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 for decisions
- English proficiency (written and spoken)
- Desirable: UX research/usability testing or interaction design; exposure to CRM, telephony, chat platforms or knowledge management tools
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