We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity.Working with people in over 200 countries and territories, we are on the ground in more than 100 countries.We connect. We inspire.Role Description/PurposeWe 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 desi

📌 Channel Experience Lead (La Albania)
🏢 British Council
📍 La Albania