CX Services Director

Description & Requirements

Be part of something great

Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. Here in the UK we employ around 5,000 people across the country to deliver services that have a profound impact on people's lives. From assessments and health services to employability programmes and specialist support, we do work that matters with people who care.

Role Summary

A CX Services Director is essential in the new integrated Maximus business as they will ensure the seamless integration of these innovations into client accounts, aligning them with the customer experience strategy. They play a crucial role in managing change, influencing clients, and optimising processes to enhance client satisfaction and engagement. Additionally, their expertise helps mitigate risks, ensuring new technologies are deployed efficiently and deliver measurable value for both the business and its clients.

Essential Duties and Responsibilities

• Strategic Planning and Alignment: Develop and implement customer experience strategies that align with the organisation's goals, ensuring new technologies enhance client satisfaction, increase self-service success rate and drive business growth
• Technology Deployment Oversight: Lead the planning, execution, and monitoring of new technology rollouts on client accounts, ensuring they meet client requirements and deliver measurable outcomes
• Supporting Client Relationship Management: Act as a senior point of contact for clients, fostering strong relationships, understanding their needs, and ensuring technologies are tailored to deliver value.
• Change Management and Stakeholder Engagement: Manage organisational change by collaborating with internal and client stakeholders, ensuring smooth adoption of new technologies while minimising disruption.
• Team Leadership and Development: Build and lead high-performing teams, ensuring they are trained and equipped to implement and support new technologies while delivering exceptional customer experience.
• Performance Monitoring and Continuous Improvement: Evaluate the effectiveness of deployed technologies and CX strategies, using data and feedback to drive continuous improvement and innovation.
• Risk Management and Issue Resolution: Identify potential risks associated with technology deployments, proactively resolving issues to ensure successful delivery and maintaining client trust.

Key contacts and relationships

Internal

• Technology team
• Strategic initiatives team
• Client services team
• Product management & service design team

External

• Clients
• Vendor management team of key technologies

Qualifications & Experience

Essential

• 5 plus years of working in scale Contact Centre & CX delivery
• Multi-channel delivery experience with technologically innovative clients
• Ability to work under pressure and effectively prioritise competing demands

Desirable

• Experience of working with Amazon Connect
• Commercial acumen with the ability to build compelling business and use cases
• Understanding of digital transformation methodologies and approaches

Maximus Competencies

• Embraces Respect.
• Partners Effectively.
• Creates Innovative Solutions.
• Focuses on the Customer.
• Demonstrates Compassion.
• Takes Responsibility & Acts with Integrity.

Individual Competencies

• Exceptional communications skills
• Strong presentation capabilities

EEO Statement

Maximus is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal well-being and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post.

We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long-term conditions. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job. When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme. If you feel that you have a disability and apply under this scheme, providing that you meet the essential criteria for the job, you will then be invited for an interview. YourGuaranteed Interview application will only be shared with the hiring manager and the local resourcing team. Where reasonable, Maximus will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.

Minimum Salary


£

122,750.00

Maximum Salary


£

127,750.00