Head of Customer Experience

Artemis Human Capital is proud to be exclusively partnering with a leading Utilities firm to recruit a Head of Customer Experience (CX), as the company transitions to its new state-of-the-art offices in Mallusk.

This is an exciting newly created leadership role, reporting directly to the Sales Director, with a strategic focus on elevating the customer journey and delivering excellence at every touchpoint. The ideal candidate will bring a strong background in leading large-scale operational teams, with a proven track record of optimising processes and implementing impactful customer-centric strategies.

Key Responsibilities

• Develop and execute a comprehensive CX strategy aligned with business goals.
• Lead and inspire cross-functional teams to deliver exceptional customer experiences.
• Establish and monitor CX metrics, KPIs, and feedback loops to drive continuous improvement.
• Champion customer advocacy and ensure the voice of the customer is embedded in decision-making.
• Collaborate with sales, onboarding, billing, and marketing teams to enhance customer touchpoints.
• Implement best-in-class CX practices and digital tools to streamline customer interactions.
• Manage customer feedback channels and oversee resolution of escalated issues.
• Stay abreast of industry trends and regulatory changes impacting customer experience.

Qualifications

• 5+ years of experience in customer experience leadership roles, preferably in the energy sector.
• Proven track record of implementing successful CX strategies and initiatives.
• Strong leadership, communication, and stakeholder management skills.
• Expertise in CX tools, CRM systems, and customer journey mapping.
• Analytical mindset with the ability to interpret data and drive insights.

Leadership & Best Practices

The Head of CX will be a strategic leader who fosters a culture of empathy, accountability, and innovation. They will lead by example, mentor teams, and promote best practices in customer engagement, service design, and operational excellence. This role requires a proactive mindset, resilience, and the ability to influence at all levels of the organisation.

Compensation & Benefits

• Performance Bonus: Up to 25% of base salary
• Private healthcare
• Pension scheme with employer contribution of 8%
• 25 days annual leave plus public holidays
• Flexible and hybrid working arrangements
• Life insurance and income protection
• Professional development and training

Contact

Nicky Strutt for more information