The British Council is the United Kingdom’s international organisation for cultural relations and educational opportunities. It works to create knowledge, understanding, connections, and opportunities between people in the UK and other countries.
The organisation operates across more than 100 countries in areas including arts and culture, English language, education, and civil society.
Job Overview
The British Council is seeking an experienced Channel Experience Lead to shape, improve, and manage customer interaction channels across web, chat, email, and voice.
The role will focus on creating seamless, intuitive, accessible, and consistent customer experiences across digital and assisted-service environments. The successful candidate will use customer insights, behavioural data, feedback, analytics, and usability principles to identify friction points and improve customer journeys.
Working closely with Digital, Operations, Knowledge Management, Product, and Marketing teams, the Channel Experience Lead will help improve channel performance, service design standards, customer satisfaction, self-service capabilities, and operational efficiency.
Key Responsibilities
Customer Experience and Channel Management
- Design, optimise, and maintain high-quality customer interaction channels across Customer Sales and Service.
- Ensure web, chat, email, and voice channels provide intuitive, effective, accessible, and consistent experiences.
- Evaluate customer interactions across digital and assisted-service environments.
- Identify friction points and opportunities to reduce customer effort.
- Apply customer-centred principles to channel and service improvements.
Customer Journey and Service Design
- Analyse and improve end-to-end customer journeys across multiple touchpoints.
- Map customer journeys and identify areas where processes, content, systems, or routing can be improved.
- Support the development of seamless customer experiences across markets and service channels.
- Maintain channel design standards, templates, and best-practice frameworks.
- Apply usability and service experience principles when designing improvements.
Data, Insights, and Performance
- Use customer feedback, behavioural insights, analytics, and performance data to inform decisions.
- Monitor channel performance, customer experience metrics, satisfaction scores, and key performance indicators.
- Identify improvement opportunities and use insights to prioritise initiatives.
- Assess how customer-facing systems, content, workflows, and service processes affect customer outcomes.
Digital Transformation and Innovation
- Collaborate with Digital and Product teams on new features, enhancements, and platform deployments.
- Ensure channel capabilities align with customer and business requirements.
- Identify opportunities to increase automation and digital self-service.
- Support initiatives that enable customers to resolve queries efficiently and reduce unnecessary contact volumes.
- Contribute to the organisation’s digital transformation objectives.
Cross-Functional Collaboration
- Work with Operations and Knowledge Management teams to maintain consistent content, workflows, service standards, and customer journeys.
- Collaborate with internal stakeholders and external partners on channel improvements.
- Support channel readiness for new services, updates, and incident response activities.
- Champion customer experience best practices across relevant teams.
Qualifications and Experience
Essential
- Experience improving digital or assisted-service customer channels, including web, chat, email, or 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, customer feedback, and performance data to inform decisions.
- Strong written and verbal English proficiency, as British Council systems and global processes operate in English.
Desirable
- Experience with UX research, usability testing, or interaction design.
- Exposure to CRM, telephony, chat platforms, or knowledge management tools.
Ideal Candidate
The ideal Channel Experience Lead will be customer-focused and experienced in improving digital and assisted-service channels. The candidate should be comfortable working with data, customer insights, journey mapping, service design, and cross-functional teams.
Experience relevant to Customer Experience Jobs, Digital Experience Jobs, Service Design Jobs, and Customer Journey Jobs will be valuable in this position.
Working Model
This is a hybrid role. British Council supports flexible ways of working, including hybrid arrangements, subject to line-management approval and the organisation’s ability to provide the required level of service.
Applicants must have the legal right to work in the stated location. Visa sponsorship and relocation assistance are not provided.
Salary
This position is aligned to Pay Band 7. Salary will be determined according to the applicable Pay Band 7 salary range for the country in which the successful candidate is employed.
Country-specific salary information will be provided during the recruitment process.
Application Closing Date
6th October 2026
How to Apply
Interested and qualified candidates should apply online through the British Council recruitment portal.
