Head of Customer Experience

About the role

We are seeking a strategic and commercially‑minded Head of Customer Experience to shape the CX strategy of a large, multi‑site national organisation undergoing rapid growth. Reporting to the senior leadership team, you will ensure every customer receives a consistent, high‑quality service throughout their journey.

Key responsibilities

• Develop and implement an end‑to‑end customer experience strategy across the business.
• Lead customer service excellence, complaint resolution and service recovery initiatives.
• Use customer feedback, insight and performance data to identify continuous improvement opportunities.
• Drive enhancements across onboarding, communication and digital engagement journeys.
• Partner with operational leaders to embed best practices and improve service delivery.
• Establish reporting, KPIs and governance to monitor satisfaction, retention and performance.
• Build and develop a high‑performing customer experience function.

Required profile

• Proven senior leadership experience improving customer experience in a complex, customer‑focused organisation.
• Strong background in managing escalations, complaints and service recovery.
• Excellent stakeholder management with ability to influence senior leaders.
• Commercial awareness and ability to balance customer needs with operational priorities.
• Track record of leading organisational change and continuous improvement initiatives.

Required skills

What we offer

• Competitive salary of £70,000 per year plus an excellent benefits package.
• Hybrid working model.
• Opportunity to lead a high‑impact function within a growing national organisation.