Head of Customer Excellence

Role overview

Freshminds is supporting a major transport and logistics organisation in hiring a Head of Customer Excellence. In this role, you will report to the Director of Transformation and shape the customer excellence strategy across a complex, multi-location operation. The position focuses on turning customer feedback and insight into practical initiatives that enhance the customer journey and deliver clear improvements in performance.

What you will do

• Run customer insight and NPS programmes, converting findings into well-defined improvement actions.
• Take ownership of the contact centre and guide its development toward a digital-led operating model.
• Set the customer experience strategy and ensure service standards support both commercial and operational goals.
• Put governance structures in place to track and deliver customer-centric improvement work across the organisation.
• Represent the customer perspective at senior level and work closely with leaders in commercial, marketing, and operations.

What we are looking for

• Substantial leadership experience in customer experience, customer insight, or service transformation.
• A strong history of using customer data to drive real operational change.
• Background in leading contact centre transformation or wider service model change.
• Ability to build alignment and influence senior stakeholders across commercial and operational teams.
• A strategic approach paired with hands-on, delivery-oriented execution.

Additional information

This opportunity is based in the London Area, United Kingdom, and is a full-time, onsite position.