CX Comms & Performance Lead

We’re at a once in a career moment as we bring together two major brands to create the UK’s largest mobile network and redefine what great connectivity feels like for millions of customers. This is your chance to help shape not just a new company, but a new culture and legacy for the industry. In this role, you’ll lead the strategy, governance and continuous improvement of all customer communications across Billing, Credit, Payments and Collections, ensuring they are clear, empathetic and fully compliant. You’ll drive cross functional accountability for reducing complaints and improving customer experience by embedding data led insights and measuring the impact of key initiatives. Your work will directly influence how customers experience our brand during critical moments, strengthening standards that protect them and reduce avoidable demand. It’s a rare opportunity to set the benchmark for customer and employee experience during one of the most significant transformations the sector has seen.