Head of Customer Experience

About the Role

Join a rapidly expanding national organisation in a pivotal role shaping its customer experience strategy. As the Head of Customer Experience, you will spearhead the creation of an end-to-end customer journey function aimed at enhancing satisfaction and retention. This role holds significant leadership influence, ensuring customer insights effectively guide company decisions to deliver exceptional service.

Key Responsibilities

• Formulate and execute the customer experience strategy across the organisation.
• Lead initiatives focused on customer service excellence, complaint handling, and service recovery.
• Utilise customer feedback, insights, and performance metrics to identify continual enhancement opportunities.
• Drive improvements in customer onboarding, communication, digital interactions, and overall journey experiences.
• Collaborate with operational leaders to implement best practices and optimize service delivery.
• Develop meaningful reporting frameworks, KPIs, and governance processes to monitor customer satisfaction and retention.
• Build and mentor a high-performing customer experience team.

Candidate Profile

• Demonstrated leadership experience in managing customer experience, service, or improvement teams.
• Proven expertise in handling customer escalations and resolving complaints effectively.
• Strong background in redesigning customer journeys leveraging insights and data analytics.
• Exceptional stakeholder management capabilities with influence at senior levels.
• Passion for cultivating and leading high-performing teams.
• Commercially astute, balancing customer needs with operational demands.
• Experience driving organizational change and continuous improvement efforts.
• Exposure to sectors like care, education, healthcare, hospitality, retail, or complex multi-site services is beneficial but not mandatory.

What We Offer

• Senior leadership role with significant strategic impact.
• Opportunity to establish and grow a dedicated customer experience function.
• Flexible hybrid working model.
• Competitive salary of 65,000 plus comprehensive benefits.
• Supportive and values-driven culture emphasizing ongoing improvement.
• Robust professional growth and career advancement opportunities.