Head of Customer Excellence

About the role

We are seeking a Head of Customer Excellence to lead the customer‑centric agenda for a large transport and logistics organisation. Reporting to the Director of Transformation, you will turn customer insight into programmes that boost outcomes and measurable performance across a multi‑site operation.

Key responsibilities

• Lead customer insight and Net Promoter Score (NPS) programmes, converting data into clear, prioritised improvement initiatives.
• Own and evolve the contact centre function, driving its transformation to a digital‑first operating model.
• Define and embed a customer experience strategy that aligns service levels with commercial and operational objectives.
• Establish governance frameworks to ensure delivery of customer‑focused improvement initiatives across the business.
• Act as a visible advocate for the customer, influencing senior stakeholders in commercial, marketing and operations.

Required profile

• Senior leadership experience in customer experience, insight or service transformation.
• Proven track record of translating customer insight into operational change.
• Experience leading contact‑centre or service‑model transformation programmes.
• Ability to influence and align senior stakeholders across commercial and operational functions.
• Strategic mindset combined with a pragmatic, delivery‑focused approach.

Required skills