Social network you want to login/join with:

General information

Job Posting Title: CX Services Director

Date: Wednesday, August 6, 2025

City: Remote

Country: United Kingdom

Working time: Full-time

Closing Date: 13-Aug-2025

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. Our work includes assessments, health services, employability programmes, and specialist support.

Role Summary

A CX Services Director is essential in the new integrated Maximus business. They will ensure the seamless integration of 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. 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

1. 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.
2. Technology Deployment Oversight: Lead planning, execution, and monitoring of new technology rollouts on client accounts, ensuring they meet client requirements and deliver measurable outcomes.
3. 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.
4. Change Management and Stakeholder Engagement: Manage organisational change by collaborating with internal and client stakeholders, ensuring smooth adoption of new technologies while minimising disruption.
5. 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.
6. Performance Monitoring and Continuous Improvement: Evaluate the effectiveness of deployed technologies and CX strategies, using data and feedback to drive continuous improvement and innovation.
7. 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