Customer Service Director

The Role:

Client Confidential

The Client:

This niche financial services provider, one of the top five in their field in the UK, was looking to expand its range of operations and re-structure their Divisional Board Directors to develop new business streams, in order to maximise their growth opportunities.

Part of this strategic review involved creating a new Board role of Customer Service Director to own the complete end to end customer experience journey and truly represent the changing voice of the customer, particularly as the business was becoming more and more digitally focused.  This new role was Board level and was to report directly to the UK CEO.

The CEO knew of our track record in managing searches both within the financial services sectors and for customer-led brands, and so we were appointed to manage a confidential national search.

The Challenge

There were three key challenges that guided the search criteria from the outset:

  • Location – with a network of UK Offices, the Customer Service Director would be based at Head Office but with a requirement to travel extensively throughout the UK and into Europe to develop customer loyalty and brand recognition further.

  • Leadership – crucial to the success of this new role was the ability of the develop, build and lead a high performing team with a depth of operational and technical knowledge.

  • Innovation – creating a culture of uniqueness rather than a ‘tried and tested formula’. The UK CEO was keen to innovative and use disruptive thinking to establish a first-class customer experience, underpinned by a unique operating platform.

‘The UK CEO was keen to innovative and use disruptive thinking to establish a first-class customer experience, underpinned by a unique operating platform.’

Our Approach

Conscious of the need for confidentiality in the market due to the regulated nature of the product and services, we provided candidates with the Client brief only after we were in receipt of signed Non-Disclosure Agreements.

We met with several contacts within the business to help us understand how the new role would interact with the commercial, financial and strategic marketing teams.

These meetings included observing live customer scenarios to appreciate the existing challenges and the business approach to customer service. From this, we understood that the role would suit a candidate with clear sector knowledge and an appreciation of the existing market offerings. Without this, we felt it would be harder to innovate, drive the digital agenda and differentiate the brand.

Finally, we ensured we had reviewed and collated the most recent financial services consumer trend surveys to inform the questions we would pitch to target candidates to understand their knowledge, expertise and approach to creating innovative solutions.

The Solution

We began by mapping the UK market and conducting detailed competitor analysis research. Through this work, we reduced the field of potentially appointable candidates to less than ten, before discussing these profiles at length and in confidence with the CEO.

We agreed to approach seven target candidates from the list initially.  We then screened each of candidates via a series of telephone calls and then moved to meet the appropriate candidates for an initial interview, asking a series of questions designed to assess competency, technical knowledge and leadership style.

‘We have been delighted with the appointment of our Customer Director and they have already started a cultural transformation programme that will drive the customer experience and further build our brand.’

Our final shortlist included candidates who all had demonstrable experience of managing a customer transformation strategy, had proven experience of P&L accountability and who had operated in matrix organisations.

We joined our Client at the Panel Interview stage to provide continuity in the process and the search resulted in the successful appointment of senior Director who brings experience of delivering a transformational customer experience within several blue-chip organisations.  

Simon Quinn, Director of Search said:

‘This was a very enjoyable search insofar as we were able to capture a significant amount of market data for our Client which has added value to their transformation strategy and I was delighted that we attracted a new Customer Services Director with UK and International experience. The leadership team is now set well to lead the business into a new period of growth.’

Our Client, the CEO, who wishes to remain confidential, commented:

‘We have been delighted with the appointment of our Customer Director and they have already started a cultural transformation programme that will drive the customer experience and further build our brand. The Moon team excelled during the search and we would not hesitate in using them again for our future leadership roles.’

Moon Executive Search provide bespoke solutions for clients, using our extensive expertise and knowledge gained from twenty years of recruiting to find your perfect candidate. If you are looking to appoint a senior leader to your Board, visit Build Your Board to get started, or call us on 01275 371200.

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