Head of Customer Experience (SE)

ParcelHero is one of the UK’s biggest parcel delivery price comparison sites. With over 5 million visitors a year, and over 100 remote employees worldwide, we’re a technology-driven company that’s going places, delivering innovative solutions to ensure exceptional customer care. As a forward-thinking and dynamic business, we offer excellent career growth opportunities.

In 2025, we will be rolling out worldwide our new TMS (Transport management solution) Parcelhero Pro, which enables retailers to pay a monthly subscription to centralise all orders and ship on their own carrier accounts using our cutting-edge shipping platform.

At ParcelHero, we foster a collaborative and innovative culture where every team member's voice matters. We're a fast-paced, remote-first company that values initiative, adaptability, and a strong sense of ownership. If you're someone who thrives in a dynamic, ambitious, and forward-thinking team, you’ll fit right in with us.

Job description

Are you passionate about improving the customer experience? Do you strive to design and deploy customer-centric solutions that drive measurable results? Does coordinating across teams and countries sound exciting? If so, Parcelhero is looking for a Head of Customer Experience, responsible for developing and implementing programs that improve both customer experience and efficiency by process improvements. 

This requires diving deep into the CX metrics to find out the main opportunities, having bias for action to develop and iterate on new processes until achieving the desired results while managing multiple stakeholders with different priorities. You will build collaborative relationships with numerous teams (operations, training, tech, and corporate) to identify solutions and to create and execute a Delivery Experience project roadmap. You will also prepare and execute regular program updates to senior management on a weekly and monthly basis.

Key Responsibilities

• Customer Journey Optimization: Oversee the entire customer journey, ensuring a seamless and positive experience from booking to post-delivery support.
• Customer Feedback Management: Collect and analyse customer feedback (e.g., surveys, reviews) to identify pain points and opportunities to enhance the overall experience.
• Customer Experience Metrics: Track and improve key customer experience metrics, such as Net Promoter Score (NPS), customer satisfaction, and customer effort score.
• Cross-Functional Collaboration: Work closely with marketing, product, and technology teams to ensure that all customer touchpoints (website, booking platform, support) align with customer needs and expectations.
• Customer Communication Strategy: Develop communication strategies to improve how customers are informed about delivery updates, service disruptions, and issue resolutions.
• Service Innovation: Identify opportunities to introduce new services, tools, or processes that enhance the customer experience.
• Customer Education: Lead initiatives to provide customers with educational content (e.g., how-to guides, FAQs) to improve self-service options and reduce the need for support.
• Process Improvement: Work with internal teams to streamline processes, improve response times, and increase the efficiency of customer interactions.
• Training, development and collaboration: Work closely with the training and quality control teams to ensure customer service agents are well-equipped to handle customer interactions with professionalism and efficiency.
• Technology Integration: Collaborate with the product and IT teams to ensure that the platform’s design and functionality support a smooth customer experience, from the booking interface to tracking features.

Key Skills & Competencies

• Customer-Centric Mindset: Deep understanding of customer needs and expectations, with a focus on creating positive experiences.
• Strategic Thinking: Ability to develop and execute strategies that optimise the customer journey.
• Data-Driven: Skilled in interpreting customer experience metrics (NPS, CSAT) and feedback to drive decisions.
• Cross-Functional Collaboration: Proficiency in working with various teams to ensure alignment on customer experience goals.
• Communication Strategy: Expertise in crafting customer communication plans that engage and inform across all touchpoints.
• Customer Journey Mapping: Proficient in mapping and analysing the customer journey to identify gaps and improvements.
• Innovative Problem-Solving: Capable of identifying and implementing creative solutions to enhance customer experience.

Qualifications & Experience

• Education/experience: Bachelor’s degree in business administration, marketing, customer experience (or related field) or more than 3-years experience in a senior customer experience manager role. 
• Certifications:
• Certifications in customer experience management highly beneficial.
• Certifications in data analysis or project management (e.g., PMP) are a plus.

What We Offer

• A dynamic and customer-centric working environment.
• Opportunities for career growth within a rapidly expanding company.
• Ongoing professional development and training opportunities.

Additional information

• 8:30am to 5pm Mon-Fri (GMT).
• 20 days holiday per year + your birthday off.
• You work as a contractor and are responsible for your own tax.
• You need a min 20 MB broadband line, and your own PC/Laptop and headset.