John Academy

John Academy

Head of Customer Experience

Job Snapshots

  • 31 March, 2019
  • Not Specified
  • Undefined
  • 6
  • Negotiable
  • Head of Customer Experience

Job Description:

Job Context
Location: The role is based in Sylhet, Bangladesh

Job Responsibilities
  • What will you be doing?
  • Develop a high performing and highly efficient customer service team. You will be expected to share best practices all around
  • Hiring, training, motivating and retaining a world class team that embodies the City Pantry spirit and values.
  • Identifying operational efficiencies that would allow us to hit all of our internal target, lead and lag measures.
  • Optimizing the use of technology and telephony platforms e.g. text, chat, email to maximize team efficiency and scalability, while providing the best possible experience for our customers.
  • Motivating, inspiring and developing the broader Customer Service team, taking a hands on role as required.
  • Creating the right team management structures, policies and procedures.
  • Create collaborative, yet constructive/challenging relationships with the other team leads and third parties.
  • Scope and prioritize all necessary initiatives - internal, cross functional or external - to take the customer experience to the next level. This would include the building of any business cases to support the case for changes to policies, processes or required investments.
  • Work with the company leadership team and other team leads to explore:
  • How the Customer Service team can support the other areas of the business when it comes to increasing overall business efficiency and scalability.
  • How to improve the Customer Experience across all customer touchpoints

Educational Requirements:


Additional Requirements:

  • A minimum of 6-8 years experience in the customer service space (Call Center environment), with at least 3 years in a management capacity.
  • Experience of having led and scaled a customer facing team in a fast growing company, ideally one that operates across email, chat, text and phone channels.
  • Have implemented and/or optimized customer-related technologies and telephony systems in previous companies, e.g. Zendesk, CRM systems, etc.
  • Strong leadership skills, with the gravitas to define and champion the customer experience, challenging other leaders in the business where necessary.
  • The analytical rigor and problem solving skills required to build business cases and analyze and report on outcomes in a data-driven company.

Other Benifits:

  • Very attractive salary
  • Become part of UK's top online learning provider.
  • Monthly bonus
  • Employee of the year scheme
  • Employee of the month scheme
  • Monthly team activity
  • Active social committee

Additional Info:

Read Before Apply
If you are interested, please send your CV along with your portfolio,experience ,current remuneration and salary expectations at
(You must mention the position title at subject line of your email)
Application deadline: 31 March, 2019
Only short listed candidates will be invited for interview

Send your CV to

For any further queries please feel free to contact:
020 3744 3990

John Academy

Click Here to apply through email. For direct apply, make sure you attached your resume with a cover letter and file format must be in PDF.