Full job descriptionJOB TITLE: Head of Customer Experience
JOB TYPE: 12m fixed term contract
JOB SALARY: up to £110,000 depending on experience
JOB BENEFITS: Car allowance, 25+8 days holiday, pension, paid volunteer days, medical cash back scheme, retail discounts
JOB LOCATION: Fully remote - UK BASED ONLY PLEASE



Your new company
Our client has a long-established UK heritage and its UK headquarters in Peterborough. Following significant acquisition activity and the bringing together of several businesses under their brand, the organisation is now entering an important next stage of its transformation: creating a more integrated business with the customer firmly at the centre of how it operates.This is a high-profile 12-month transformation opportunity for an experienced customer leader to help take an already successful business from good back to great, strengthening the customer experience and helping the organisation regain competitive ground in its market.

Your new role
As Head of Customer Experience, you will take ownership of improvement to the end-to-end customer journey, from the initial customer interaction and sales process through delivery, ongoing service, account management, logistics and, ultimately, future reactivation.This is much broader than a traditional Head of Customer Care role. You’ll lead a genuine business transformation programme, working across Sales, Operations, Finance, Fleet, Logistics, Marketing, Customer Care and Digital to remove friction, improve processes and create a joined-up customer-centric operating model.
You’ll use customer feedback, NPS, complaints and operational data to identify where improvements can have the greatest impact, while establishing clear customer experience measures, ownership and accountability. Crucially, you’ll bring people with you, influencing senior stakeholders and operational teams to create lasting behavioural and process change across the organisation.


What you’ll need to succeed
You’ll already have operated in a senior customer experience, customer transformation or customer operations leadership role, with demonstrable experience of embedding customer-focused transformation across a complex organisation.
You’ll need:
* Strong customer-centric leadership and the credibility to represent the voice of the customer at senior level
* Proven experience of implementing and embedding business transformation and change
* Excellent cross-functional influencing skills, particularly where you don’t have direct authority
* Strong commercial awareness and an understanding of how the customer experience influences retention, growth, margin and customer lifetime value
* Experience of improving processes as well as developing the behaviours needed to make change stick
* A data-led approach, using customer and operational insight to identify root causes and improvement priorities
* The ability to move comfortably between strategy and practical implementation.
Sector experience is less important than your ability to understand a complex end-to-end customer journey and unite different functions around a shared customer outcome.


What you’ll get in return
This is a 12-month fixed-term contract with a salary of £80,000-£110,000, plus a £7,200 car allowance. The role is fully remote, with occasional UK travel for senior stakeholder, C-suite and depot meetings.You’ll also receive 25 days’ holiday plus bank holidays, paid volunteering days, a medical cashback scheme including discounted gym membership, life assurance following probation and a company pension contribution of up to 7.5% after six months’ service.

Most importantly, this is an opportunity to take on a defined, visible transformation assignment where you’ll have the remit to influence the entire customer life cycle and leave a tangible legacy. Our client expects the core project to be delivered within 12 months, although with wider transformation activity continuing across the organisation, there may potentially be opportunities beyond the initial assignment.

If you’ve successfully turned customer strategy into meaningful operational change and enjoy bringing different parts of a business together around the customer, I’d be very interested in speaking with you.


What you need to do now
If you’re interested in this role, click ’apply now’ to forward an up-to-date, tailored copy of your CV.
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