Customer Experience Director

Location: London  
 

Role Purpose 

The Customer Experience Director is responsible for ensuring all elements that influence the experiential offer to Royal London Asset Management (RLAM) shape a customer-focused service culture across the national UK portfolio. The role focuses on customer experience and provides strategic and operational direction in setting benchmarks for services delivered by other department heads and their teams. Through their approach, they will foster collaboration and boost productivity. 

Working as part of the Senior Leadership Team the Customer Experience Director ensures that all service partners and teams work cohesively to reflect RLAM's vision and ambition. The role requires the development and implementation of customer experience strategies that support RLAM's Customer Charter, Brand, and Values. They will be required to work closely with other stakeholders as well as service partners appointed by RLAM across the portfolio.  
 

Responsibilities 

• Develop and prepare annually a draft CX Business Plan incorporating portfolio and sector learnings, aligned with RLAM's business planning cycle, including proposed Optional and Additional services with associated costs for RLAM approval prior to implementation. 

• Deliver quarterly training updates to ensure team knowledge and skills remain current with industry standards and organisational requirements. 

• Deliver strategies designed to implement a customer experience culture that supports the definition of CX Principles and target experience to meet RLAM's Customer Charter, Brand, and Values.   

• Deliver the various strategies designed to implement a culture of customer experience. 

• Design and deliver on-going strategies for customer experience and market-leading employee experience. 

• Using a range of CX practices, collect feedback from stakeholders to identify experiential needs and measure customer and employee satisfaction. 

• Using a range of CX practices, design and deliver enhanced customer and employee experiences, refining services, streamlining workflows, and optimising operation touchpoints. 

• Oversee the delivery of any enhanced CX services by the any third party experience agency as set out in the CX scope of services within the RLAM property management agreement. 

• Oversee and ensure CX training is provided to all individuals working across the RLAM portfolio, whether directly employed by JLL or through 3rd party JLL Framework Service Partners, ensuring consistent application of CX principles across the entire service delivery network. 

• Manage and utilise the annual customer feedback survey to identify portfolio and sector learnings, translating insights into actionable improvements within the CX Business Plan. 

• Act as customer experience mentor to the senior leadership team, providing clear and effective counsel on all matters experience-related. 

• Ensure service partners are managed using CX best practices and are rewarded for achieving against targets working with Property Delivery Lead 

• Make recommendations for improving customer and employee health and wellbeing. 

• Set both customer and employee experience targets, monitor progress, and measure/celebrate success. 

• Working with JLL RLAM ESG lead to ensure strategy takes account of meaningful, measurable, and deliverable ESG targets. 

• Monitor and prepare analysis as required for best-in-class client reporting. 

• Consistently exhibit RLAM Customer Charter values in all interactions with associates and customers. 
   

Qualifications 

• An experienced customer experience professional with a proven track record in embedding CX principles to be used as the vehicle of change, service consistency, and establish a culture of continual improvement. 

• Data-driven with a proven track record in improving customer satisfaction and/or other relevant metrics. 

• Experience in delivering a range of property scope services (from fundamental through to premium). 

• Practical experience in delivering workplace-based community events and activations. 

• An innovative approach to customer and employee experience. 

• A passion for excellence in the delivery of customer and employee experience. 

• A cohesive management style that will achieve the business aims of this role. 

• Detail-oriented with the ability to solve problems. 

• Curious, agile, and resilient. 

• Strong communication, interpersonal, and presentation skills. 

• Persuasive and confident style of communication. 

• Tech savvy - should have a strong understanding of workplace technology and how it impacts on experience. 

• Self-motivated with a desire to deliver high standards and to promote this quality in others. 

• Ability to utilise all available resources to deliver the service and resolve problems as a team. 

• Able to demonstrate the ability to develop systems and procedures to ensure the smooth running of operations. 

• Have a strong understanding of the issues surrounding occupancy of property from the perspectives of both the Customer and landlord. 

• Preferably degree or equivalent qualified and hold membership of a professional organisation.