The rise of CX: Could a career in customer experience be for you in 2024?

By Aoibhinn McBride on Growth Business – Your gateway to entrepreneurial success

As the adage goes, the customer is always right.

For many tech companies, this saying has taken on new meaning as personalised customer experiences and prioritising a customer-centric culture has become intrinsic to success in the wake of emerging technologies.

While there is much debate and speculation surrounding the role AI will play in the future of customer experience and customer service, providing a seamless service still falls on human workers for the most part.

Outsourcing every component of customer service to chatbots can often lead to failure. According to Accenture’s Life Trends 2024 report, 41 per cent of frequent tech users say that technology has complicated their lives as well as simplified it.

So instead of an either/or situation, companies are increasingly leveraging data-driven insights to arm CX teams with the information and tools needed to offer the kind of customer service that sets them apart from competitors in the market.

This is particularly true within the competitive field of fintech, where excellent CX can make all the difference when it comes to customer retention.

Skills for the future

Despite not really existing a decade ago, CX is now a crucial component for all tech companies and as such, is proving to be a safe career bet within the tech sector.

It’s also a great place to pivot to from other areas, particularly for analysts used to mining data, to business directors who are well-versed in interpreting and implementing analysts’ findings to identify new growth areas.

In fact, according to the World Economic Forum (WEF) Future of Jobs 2023 report, analytical thinking and creative thinking will be top in-demand skills by 2027, and both lend themselves perfectly to a career in CX.

If you’re ready to find your next opportunity in customer experience, the GrowthBusiness job board is the ideal place to focus your search. It features thousands of job openings across the sector or check out the three below to get started.

Customer Transformation Director, PwC, London

PwC’s consulting practice has ambitious growth plans and as customer transformation director, you will be tasked with helping clients achieve sustainable growth by transforming and aligning their strategy, purpose and insight, customer and employee experience, operations, incentives and behaviours – all accelerated by the right technologies.

To be successful in this role, you will need a technical Salesforce background and have experience of successfully setting up and delivering large-scale technology transformation programmes across the customer and front-office functions. You will also play a key role in helping to grow the pipeline of Salesforce related opportunities, shaping compelling proposals and leading Salesforce teams in the delivery of technical programmes. View additional details here.

Healthcare Cloud Growth Executive, Oracle, London

Oracle’s technology and cloud sales line of business is building a team of experts to focus on the growth and stability of its healthcare vertical business across EMEA. As a healthcare cloud growth executive, you will report to the EMEA public sector sales leader and work with the local sales representatives and technical resources reporting to the local country (geo) cloud leaders.

You will identify, create, drive, influence and close large cloud deals with the support of the engineering team for technical solutioning and leverage the existing Oracle Cloud capabilities to build further and shape opportunities across the healthcare vertical (existing footprint, deployment models, sovereign cloud, security, compliance architecture). See the full job description here.

Senior Customer Success Manager, PayPal, London

The customer success management team delivers world-class service in making PayPal merchants successful. This is achieved by building lasting relationships with key leaders in merchant organisations. The company is currently seeking a customer success manager to support merchants based in the UK and proactively drive adoption of new services and products, uncover roadblocks, and act as a merchant advocate with internal teams to build the best-in-class customer success function for Payments. As such, you will identify opportunities where PayPal can help merchants grow their business, be competitive in their field, and deliver a world-class customer experience – both business focused and operationally. Get more information here.

For thousands more career opportunities across tech, visit the Growth Business job board today.

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