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Location: Milton Keynes/ Hybrid
Reporting to: COO
Who we are
Rightmove is the UK’s number one leading property portal. With the largest selection of properties to buy and rent from the top estate agents and developers, we are on a constant mission to make moving homes easy.
We are always looking to improve our products and technology in a fast-paced, vibrant and competitive market. We believe the key to our success is creating a talented and diverse team working within an autonomous environment.
About us
We are on a mission to ‘help people make the right move’, we launched in 2000 with a will to make home-hunting happy, by showing all property in just one place.
A great success story, we’re an established member of the FTSE 100 and one of the biggest home-grown web brands in the UK. Despite our success, we remain a down-to-earth bunch and we encourage and support all Rightmovers to continuously develop themselves.
Together we work towards the best outcome, both in terms of our technical solutions and continued business growth. We are always on the lookout for great new people to join our team. If you are a smart and passionate initiative-taker, then get in touch. You could be part of the next chapter of the Rightmove story!
We are an equal opportunities employer. We believe that ensuring diversity of background and experience will lead to a more fun and inclusive workplace and the creation of better products for our users.
The role
We are on a mission to make home moving easier. Home movers across the UK spend more than a billion minutes on Rightmove each month and our website and apps receive over 140 million visits per month. We offer an extensive suite of products and services to our customers to help them be successful and grow their business.
As Director of Customer Experience, you will be responsible for ensuring our customers receive exemplary service through all our support channels. You will define the vision and objectives for Rightmove’s Customer Experience making sure we deliver on our goal of providing the best customer service with a digitally led and highly efficient approach. You will lead our Customer Experience team, building a supportive and collaborative culture that is constantly striving to deliver a better experience and makes sure that every customer contact is dealt with care and professionalism.
Key Responsibilities
Strategy and Planning
Define and implement a comprehensive CX strategy aligned with our business mission and values Work closely with business stakeholders to understand their objectives and ensure that CX provides the necessary support and that propositions consider operational impacts Continuously monitor industry trends, customer feedback, competitor landscape and market insights to refine and evolve the CX strategy Identify opportunities to differentiate our brand through innovative CX solutions and initiatives. Drive innovation in customer experience by exploring emerging technologies, trends, and best practices, including the use of AI Annual financial planning and regular forecasting of CX related costs Leadership
Define and implement the operating model that supports our CX vision and strategy Develop a clear change management plan for the CX transformation that evaluates impacts and risks and sets out mitigations for these alongside a clear training and communication strategy Provide leadership, guidance, and support to empower team members to deliver exceptional customer experiences. Recruit, mentor, and manage a high-performing team of CX professionals Foster a continuous learning environment where people are supported to be their best Operational Excellence and Customer Centricity
Ensure regular review of the KPI’s that allow us to understand our performance and continuously improve Identify key touchpoints and moments of truth in the customer journey and raise areas for improvement, leading the charge in delivering these Identify and lead opportunities to enhance service levels, streamline processes, and improve efficiency Implement systems and processes to gather, analyse, and act upon customer feedback effectively Foster a culture of customer-centricity throughout the business Communication
Provide regular progress reporting on key initiatives to stakeholders across the business Make sure the team are aware of key business updates and feel connected to the wider Rightmove community Collaborate with internal stakeholders across departments, including Sales, Marketing, Operations, and Product Development, to ensure a seamless customer experience Promptly raise any issues or concerns which may hinder the Business plan or strategic objectives We are looking for someone who
Has a genuine enthusiasm for delivering a world class customer experience with a keen interest in innovation Loves solving problems, finding insight and brings others on the journey with them Is confident in their ability to handle multiple objectives and commitments Can translate complex information so that others have a clear understanding Has a sense of ownership and responsibility for the work they and their team deliver Excellent leadership, communication, and stakeholder management skills Demonstrated ability to think strategically and drive change that aligns with business goals Has proven experience working in a fast paced, agile environment Wants to share their knowledge and experience with those around them Is curious and sees value in really understanding the business they’re involved in Is adaptable and pragmatic in their approach What we offer
We offer an extensive range of benefits including:
Hybrid working pattern with 2 days in office Competitive compensation package 27 days holiday plus two (paid) volunteering days a year to give back, and holiday buy schemes Private Medical Insurance, Pension and Life Insurance, Health cash plan, Employee Assistance Plan, Travel Loans, Bike to Work scheme, Rental Deposit Loan Paid parental leave Charitable contributions through Payroll Giving and donation matching Access deals and discounts on things like travel, electronics, fashion, gym memberships, cinema discounts and more A fantastic culture and environment! Our vision is to help everyone believe that they can make their move – come join us!
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