Head of Customer Experience

About the role

We are seeking a strategic and commercially‑minded Head of Customer Experience to shape the end‑to‑end CX function for a large, multi‑site 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 the organisation’s customer experience strategy.
• Lead customer service excellence, complaint resolution and service recovery initiatives.
• Analyse customer feedback, insight and performance data to drive continuous improvement.
• Improve customer journeys, onboarding, communication and digital engagement.
• Partner with operational leaders to embed best practice and enhance service delivery.
• Establish reporting, KPIs and governance to monitor satisfaction, retention and performance.
• Build, lead and develop a high‑performing customer experience team.

Required profile

• Proven senior leadership experience improving customer experience in a complex, customer‑focused organisation.
• Extensive background in managing escalations and complaint resolution.
• Demonstrated ability to design and optimise customer journeys using insight and data.
• Strong stakeholder management and influencing skills at senior level.

Required skills

What we offer

• Hybrid working arrangement.
• Competitive salary of £65,000‑£70,000 per year.
• Excellent benefits package.
• Opportunity to lead a high‑impact function within a growing national organisation.