Head of Customer Experience
other jobs Marshall Wolfe
Added before 7 Days
- England,London,City of London
- Full Time, Permanent
- £90,000 - £120,000 per annum
Job Description:
Customer Experience (CX) Lead - Head of CX
Our client, a large finance organisation, is seeking a senior Customer Experience (CX) leader to shape, evolve, and deliver the organisation’s customer experience strategy. The successful candidate will own the company’s approach to Net Promoter Score (NPS) as well as lead three core CX functions.
This role combines people leadership, operational ownership, and strategic transformation. The ideal candidate will bring strong experience in CX transformation, customer journey management, and Voice of Customer (VoC) programmes, alongside exceptional communication skills suited to executive-level engagement.
Key Responsibilities
*Oversee the ongoing management, maintenance, and optimisation of the existing CX platform.
*Ensure continuous improvement and reliability of tools used to measure and monitor customer sentiment.
*Lead a team responsible for generating bespoke customer satisfaction insights.
*Translate insight into actionable recommendations to influence decision-making at senior levels.
*Build and shape a newly created transformation workstream, responsible for defining the future of CX.
*Evaluate and select strategic partners (e.g., consultancies) to support long-term customer experience evolution.
*Develop and deliver the future CX roadmap across platforms, processes, and behaviours.
*Lead end-to-end CX strategy development across all customer journeys.
*Drive organisation-wide adoption of Voice of Customer programmes and ensure insight is embedded into decision-making.
*Provide senior leadership with clear, compelling communication on customer trends, risks, and opportunities.
*Ensure alignment of all CX activity with commercial goals and customer expectations.
*Represent the CX function at executive forums, influencing and shaping strategic decisions.
*Develop high-performing teams through coaching, mentoring, and effective performance management.
Required Skills & Experience
*Proven CX transformation experience with the ability to design and deliver future-state strategies. Ideally experience in a Head of CX or equivalent senior CX leadership level.
*
*Strong track record in customer journey management.
*Deep experience leading Voice of Customer (VoC) or customer insight programmes.
*Exceptional executive communication skills and comfort operating with board-level stakeholders.
*Background in consulting (e.g., management consultancy) or in-house strategy roles.
*Demonstrated ability in both people management and workstream management.
*Experience within the financial services sector (desired but not essential).
Please apply with your CV in the first instance.
Our client, a large finance organisation, is seeking a senior Customer Experience (CX) leader to shape, evolve, and deliver the organisation’s customer experience strategy. The successful candidate will own the company’s approach to Net Promoter Score (NPS) as well as lead three core CX functions.
This role combines people leadership, operational ownership, and strategic transformation. The ideal candidate will bring strong experience in CX transformation, customer journey management, and Voice of Customer (VoC) programmes, alongside exceptional communication skills suited to executive-level engagement.
Key Responsibilities
*Oversee the ongoing management, maintenance, and optimisation of the existing CX platform.
*Ensure continuous improvement and reliability of tools used to measure and monitor customer sentiment.
*Lead a team responsible for generating bespoke customer satisfaction insights.
*Translate insight into actionable recommendations to influence decision-making at senior levels.
*Build and shape a newly created transformation workstream, responsible for defining the future of CX.
*Evaluate and select strategic partners (e.g., consultancies) to support long-term customer experience evolution.
*Develop and deliver the future CX roadmap across platforms, processes, and behaviours.
*Lead end-to-end CX strategy development across all customer journeys.
*Drive organisation-wide adoption of Voice of Customer programmes and ensure insight is embedded into decision-making.
*Provide senior leadership with clear, compelling communication on customer trends, risks, and opportunities.
*Ensure alignment of all CX activity with commercial goals and customer expectations.
*Represent the CX function at executive forums, influencing and shaping strategic decisions.
*Develop high-performing teams through coaching, mentoring, and effective performance management.
Required Skills & Experience
*Proven CX transformation experience with the ability to design and deliver future-state strategies. Ideally experience in a Head of CX or equivalent senior CX leadership level.
*
*Strong track record in customer journey management.
*Deep experience leading Voice of Customer (VoC) or customer insight programmes.
*Exceptional executive communication skills and comfort operating with board-level stakeholders.
*Background in consulting (e.g., management consultancy) or in-house strategy roles.
*Demonstrated ability in both people management and workstream management.
*Experience within the financial services sector (desired but not essential).
Please apply with your CV in the first instance.
Job number 3499241
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Company Details:
Marshall Wolfe
Marshall Wolfe began in 2017 on a mission to create fairer and more efficient hiring journeys. We may be early on in our story, but our high performin...