Head of Customer Experience

Head of Customer Experience Location: Hybrid Salary: £70,000 + Excellent Benefits Hours: Full Time (37.5 hours per week) Shape the Customer Experience Strategy for a Growing National Organisation An exciting opportunity has arisen for an experienced customer experience leader to join a large, multi-site organisation during a period of significant growth and transformation. We're looking for a strategic and commercially minded Head of Customer Experience to lead the development of an end-to-end customer experience function. This is a high-impact leadership role responsible for creating exceptional customer journeys, improving satisfaction and retention, and ensuring customer insight drives business decisions across the organisation. If you're passionate about delivering outstanding service, leading change and using data to improve customer outcomes, we'd love to hear from you. The Role Reporting into the senior leadership team, you'll develop and implement the organisation's customer experience strategy, ensuring every customer receives a consistent, responsive and high-quality service throughout their journey. You'll work collaboratively across operational and central support teams to improve processes, resolve complex customer issues, strengthen communication, and embed a culture where customer experience is at the heart of decision making. Key responsibilities include: • Developing and delivering the customer experience strategy across the business. • Leading customer service excellence, complaint resolution and service recovery. • Using customer feedback, insight and performance data to identify opportunities for continuous improvement. • Driving improvements across customer journeys, onboarding, communication and digital engagement. • Partnering with operational leaders to embed best practice and improve service delivery. • Establishing meaningful reporting, KPIs and governance to monitor customer satisfaction, retention and service performance. • Leading and developing a high-performing customer experience function. About You You'll be an experienced senior leader with a proven track record of improving customer experience within a complex, customer-focused organisation. You'll bring: • Significant experience leading customer experience, customer service or service improvement functions. • A strong background in managing customer escalations and complaint resolution. • Experience designing and improving customer journeys using customer insight and performance data. • Excellent stakeholder management skills with the ability to influence at senior level. • Strong leadership experience, with a passion for developing high-performing teams. • Commercial awareness and an ability to balance customer needs with operational priorities. • Experience leading organisational change and continuous improvement initiatives. Experience within sectors such as care, education, healthcare, hospitality, retail or other multi-site service environments would be advantageous but is not essential. What's on Offer • A senior leadership opportunity with genuine strategic influence. • The chance to shape and develop a new customer experience function. • Hybrid working. • Competitive salary and comprehensive benefits package. • A collaborative, values-led culture focused on continuous improvement. • Excellent opportunities for professional development and career progression. If you're an inspiring customer experience leader looking to make a lasting impact within a growing organisation, we'd love to hear from you. Apply today to find out more.