Head of Customer Experience- Fixed term contract

Job summary
Fixed term contract- 24 months

We’re looking for an extremely passionate and engaging individual with a commitment to customer experience to support and deliver strategic direction.
As Head of Customer and Senior Associate Experience, you’ll work closely with internal and external stakeholders to drive and deliver integrated plans and strategies. You’ll have a thorough understanding of the end-to-end customer experience. We’re really looking for huge enthusiasm, strong stakeholder management skills and the right approach to keep customer experience high focus and continually improving.

What we are looking for:

We’re looking for you to work across AQA, providing strategic direction and delivering projects for all of our customer experience activities including the delivery, monitoring and evaluation of AQA’s customer experience strategy.

Developing and leading projects to engage our community of senior associates (individuals who work with us to produce and mark our exams), and internal teams to work collaboratively, ensuring plans and projects have a focus on associate experience.

You will produce evidence based proposals for enhancements in line with the strategic goals.

Develop high level strategic plans for customer and senior associate experience, working with internal stakeholders to ensure these are aligned across the organisation.

Provide expert advice informed by external best practice and research, across all areas of the business to improve the quality of customer and associate experience in order to achieve AQA’s corporate goals.

The Successful applicant will:
•possesses outstanding leadership skills, including decision facilitation, influencing and change management
•be a motivator of teams and recognised as challenging, supportive and passionate
•ability to balance commercial and educational priorities
•act as an ambassador for AQA by building positive and productive customer and stakeholder relationships creating advocacy and support to achieve strategic objectives
•have a sound knowledge and understanding of, and ability to implement, techniques and frameworks for customer experience
•the ability to think strategically and translate strategies into workable plans
•capable of planning and delivering multiple projects, on time and to budget
•a successful track record of creating compelling customer experiences in a large, complex, customer–facing organisation
•ability to make high impact, evidence-led, decisions which help to deliver AQA’s strategy
•knowledge of customer experience management and implementation including systems, methodologies and frameworks


What’s in it for you?

At AQA we recognise our employees’ contribution and in return we are proud to offer an extensive reward and benefit package. This includes:

• Competitive salary
• Standard 35 hour working week
• 25 days annual leave rising to 30 days, plus all Bank Holidays and additional Christmas leave
• 5 paid days per year for voluntary service
• Contributory pension scheme
• An enhanced maternity/paternity and sick pay scheme

How to apply
To apply, please upload your CV and covering letter including your current and expected salary as one document via our website.

Closing date for applications is 10:00 Friday 7 December 2018.

Interviews to be held on the 13 December 2018

AQA is an equal opportunities employer and welcomes applications from all sections of the community.

AQA is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and post holders to share this commitment. Our Safeguarding Policy is available on our website.