Role Description/Purpose
We are seeking a Channel Experience Lead to shape and enhance the customer journey across a range of interaction channels, including web, chat, email, and voice.
This is an exciting opportunity to play a key role in ensuring that customers experience seamless, intuitive, and consistent interactions, regardless of their location or the channel they choose to use.
As Channel Experience Lead, you will be responsible for designing, optimising, and maintaining high-quality customer interaction channels across Customer Sales and Service. You will focus on creating customer-centred experiences that are easy to navigate, efficient, and aligned with evolving customer needs. By combining customer insight, data analysis, and usability principles, you will identify opportunities to improve satisfaction, reduce customer effort, and support the organisation''s digital transformation objectives.
Working closely with Digital, Operations, Knowledge Management, Product, and Marketing teams, you will evaluate and enhance end-to-end customer journeys across both digital and assisted-service environments. You will analyse customer interactions, identify friction points, map customer journeys, and implement improvements that simplify access to information, products, and support services.
The successful candidate will play a critical role in ensuring channel performance, service design standards, and customer experience remain consistent across multiple markets and platforms.
You will collaborate with internal stakeholders and external partners to assess how content, systems, routing processes, and service design influence customer outcomes, using these insights to drive continuous improvement initiatives.
This role is ideal for a customer-focused professional who is passionate about delivering exceptional experiences and leveraging data to inform decision-making.
You will act as a champion for customer experience best practices, helping to shape channel strategy, encourage innovation, and ensure customers can engage with the organisation quickly, effectively, and effortlessly.
As the organisation continues to expand its digital self-service capabilities while optimising assisted-service operations, you will play a pivotal role in delivering a connected, high-quality experience across every customer touchpoint, contributing to improved operational efficiency, stronger customer relationships, and long-term business success.
Role Accountabilities
We are looking for an experienced and customer-focused Channel Experience Lead to drive the design, optimisation, and governance of customer interaction channels across Customer Sales and Service. This role is responsible for ensuring that customer experiences delivered through web, chat, email, and voice channels are intuitive, effective, accessible, and consistent, supporting both customer satisfaction and operational excellence.
As Channel Experience Lead, you will be responsible for evaluating and enhancing end-to-end customer journeys across digital and assisted-service environments.
You will identify friction points, analyse customer interactions, and develop solutions that improve usability, reduce customer effort, and create seamless experiences across all touchpoints.
By leveraging customer feedback, behavioural insights, and performance data, you will drive continuous improvements that support the organisation''s customer experience strategy.
Working closely with Digital and Product teams, you will contribute to the delivery of new features, enhancements, and platform deployments, ensuring channel capabilities align with customer and business needs. You will also collaborate with Knowledge Management and Operations teams to ensure content, workflows, service standards, and customer journeys remain consistent and effective across markets and service channels.
The role will involve maintaining channel design standards, templates, and best-practice frameworks to ensure a high-quality and cohesive customer experience.
You will support the readiness of channels for new services, updates, and incident response activities, helping to ensure that customer-facing platforms remain reliable and effective.
A key aspect of the position is identifying opportunities to increase automation and self-service capabilities, enabling customers to resolve queries more efficiently while reducing unnecessary contact volumes. You will monitor and report on channel performance, customer experience metrics, satisfaction scores, and key performance indicators, using insights to inform decision-making and prioritise improvement initiatives.
This is an exciting opportunity for a proactive professional who is passionate about customer experience, service design, and digital transformation. You will play a pivotal role in shaping how customers interact with the organisation, ensuring every channel delivers a consistent, high-quality, and customer-centric experience.
Qualifications & Experience
Essentials:
Experience improving digital or assisted-service customer channels (web, chat, email, voice)
Understanding of customer journey design, usability, and service experience principles
Experience collaborating with cross-functional teams on channel or product improvements
Ability to interpret analytics, feedback, and performance data to inform decisions
Language Requirements: The British Council systems and global processes operate in English.
Written and verbal proficiency in English is required.
Desirable:
Experience with UX research, usability testing, or interaction design
Exposure to CRM, telephony, chat platforms, or knowledge management tools
Important Information:
Contract type: Indefinite Contract
Working Model: Hybrid. British Council supports working in new ways such as hybrid working, subject to full approval by line management and conditional upon our ability to provide the appropriate level of service. This may not be appropriate for all roles but can be explored at interview.
Proof of Identity requirements & right to work in the country: Applicants must have the legal right to work in the stated locations. Visa sponsorship and relocation assistance are not provided.