Head of Customer Experience - UK

Head of Customer Experience

London, England, United Kingdom

THE ALLSAINTS TEAM

At AllSaints we are in the business of feelings - making our customers feel cool and confident. If, like us, you believe in the power of a great outfit, we'd love to talk to you.

We're a global brand made up of a very diverse mix of talented people in a huge variety of roles. Our products are designed in house and made by a small number of suppliers and artisans around the world to sustainable standards.

We are a brand embarking on a very exciting plan and we are seeking new members of the team who want to contribute to this.

THE ROLE

The Head of Customer Experience is a key leadership role within AllSaints, reporting to the Global Ecommerce Director. Sitting on the AllSaints Digital Leadership team, this position is responsible for overseeing the Customer Service and Fraud & Payment Operations functions, championing the customer experience, representing the 'voice of the customer,' and upholding the value that 'The Customer is the Boss.' A core responsibility is to develop and execute the AI strategy for technology, implementation, and optimisation in customer service and post purchase experience. This is done with the aim of increasing automation while maintaining a high standard of human support and strong resolution rates, with a target of 75% by 2027.

The successful candidate will demonstrate strong people and departmental leadership within a large contact centre environment, strategic people planning, and partner management skills. The focus will be on driving operational efficiency, problem-solving, innovation, and delivering outstanding service, working in partnership with internal stakeholders, as well as Digital and retail teams.

WHAT YOU’LL BE DOING

• Leadership: Lead the Customer Service and Fraud & payments functions for AllSaints, strategically and operationally, as well as being a key player within the Digital Leadership team.
• People Management: Act as the line manager for direct reports, overseeing daily operations, personnel, departmental KPIs, and coverage.
• HR Collaboration: Partner with the People team for team development, succession planning, and performance management. Develop and maintain a training programme for the team and managers alongside the Learning & Development team.
• Service Excellence: Drive the team to deliver a Centre of Excellence service across all channels, elevating Trustpilot score, and CSAT scores.
• The Voice of the Customer: Surface customer feedback and advocate for roadmap priorities that enhance customer value using VoC tools such as Trustpilot, product reviews, customer feedback and CSAT.
• Policy & Communication: Review and communicate customer experience policies and help centre copy, ensuring total alignment with our brand identity. Regularly update key stakeholders on reporting, performance, enhancements, and concerns.
• Customer & Digital Tech Roadmaps: Manage and contribute to innovation customer and digital projects, driving the implementation and continuous optimisation of AI-driven CX tools and post-purchase experience software.
• Subject Matter Expert: Act as the internal SME for CX, contact centre operations, trends, and systems, ensuring the quick adoption of new platforms.
• Payment & Fraud: Oversee the operational performance of global payment gateways, maintain robust fraud prevention strategies, and work with partners to achieve this.
• Partnerships: you will own the Customer and Payments operations stakeholder relationship with payment, Adyen, Forter and Gift card providers, as well as all carrier relationships including GlobalE, PPX partners, tech partners and CS partners
• Financial Control: Support the control of departmental budgets and spending. Build robust business cases demonstrating ROI for key projects, innovations, and revenue-driving opportunities.
• Vendor & Partner Management: Act as the primary strategic lead for all third-party vendors across CS, fraud, and payments.
• Industry Networking: Build and maintain relationships within the industry to create a peer group, attending industry events regularly to seek inspiration and insights.

What Skills You Need for the Role

• Experience: Demonstrated leadership within a large contact centre environment. In-depth knowledge of industry best practices and a solid understanding of retail and ecommerce legislation.
• Technical Expertise and Systems Adoption: You must possess a deep and current understanding of the Customer Experience (CX) technology ecosystem. This includes practical experience with the implementation of post-purchase software and AI service solutions and continued evolution. You are expected to be highly computer literate, capable of quickly adopting and mastering new systems, and have advanced proficiency in Excel.
• Leadership Excellence: Strong HR knowledge with a proven ability to develop team members. You create a positive work environment, value all employees, and actively listen to feedback.
• Commercial & Analytical: A curious, analytical mindset and strategic thinker. You possess strong presentation skills, exceptional time management, and the ability to prioritise and delegate effectively.
• Communication & Negotiation: Decisive, with a collaborative and flexible approach. You boast excellent communication and relationship-building abilities, paired with strong negotiation and diplomacy skills.
• Dual Expertise: The unique ability to balance the empathetic leadership of customer service with the highly analytical demands of fraud and payment operations, as well as deep subject matter expertise in both Service, Fraud and Payment systems and processes.

ABOUT THE LOCATION

Based in our East London Studios in vibrant Shoreditch with perks and benefits offered from local businesses including discounts on food, shopping and health & beauty. Studio Location . Approximately a 10 minute walk from Liverpool Street Station and a 5 minute walk from Shoreditch High Street.

WHAT WE STAND FOR

The Customer is the Boss We work as one proud team to get the best for our customers

One Team We are joined up and encourage others to share their ideas

We Do What We Say We Will We know our goals, and we work with clear outcomes in mind

We Are Responsible We are self aware, understand the impact we have on others and are positive about the future

BENEFITS

• A generous wardrobe allowance so that you can wear our beautiful clothes to work each day
• We are a disability committed certified employer
• Employee discount for you to spend with family and friends
• 25 days holiday increasing to 28 days after 2 years continuous service
• Bank holidays, birthdays and volunteering days off
• Access to dental cash plan & free virtual GP appointments through Aviva
• UNUM employee assistance helpline
• Life assurance cover
• Access to discounted gym membership and corporate discounts
• Hybrid working in our historic East London studios, working hours are 9-5.30pm
• Free, confidential, wellbeing and lifestyle support with Retail Trust
• Enhanced family leave benefits (neonatal, fertility, maternity, paternity, adoption, menopause)
• Health days for you to use either for physical or mental wellness
• Dedicated mental health support from our mental health first aiders
• Eye care vouchers, season ticket loans and much more!

#WeAreAllSaints

Our aim is to develop truly diverse teams and create an environment where everyone feels respected, valued and able to give of their best whilst contributing to the success of our brand.

We recognise the importance and strength of diversity and commit to providing equal opportunities to everyone in our employment and recruitment processes. We safeguard against any form of discrimination irrespective of gender, gender reassignment, marital status, race, ethnic origin, nationality, disability, sexual orientation, religion, gender identity, gender expression, transgender status or age.

Even if you feel you don’t tick all the boxes, we’d still very much like to hear from you. We want you to know that finding people who have a passion for our brand and are open to learning is incredibly important to us.

If you need any support or adjustments during your application, please get in touch with us and we are happy to help.

#LI-Hybrid