Head Of Customer Experience

New Yesterday

Overview

Our client, a leader in their industry, is seeking an experienced and inspiring Head of Customer Experience to lead and drive excellence across all functions that form part of the customer journey, comprising a team of 20+ professionals. This pivotal leadership role is responsible for cultivating a high-performance, customer-centric culture that ensures every interaction delivers exceptional service and measurable results. You will be based at their offices in Petersfield.

Responsibilities

  • Lead, coach, and inspire the teams that take care of the customer journey - Customer Onboarding, Customer Support, Customer Experience and Fulfilment (20+ team members across two teams).
  • Provide direct leadership to the Customer Support Manager and Customer Care Manager.
  • Foster a culture of ownership, collaboration, and continuous improvement.
  • Champion employee engagement, retention, and growth through structured development plans and clear career pathways.
  • Define and drive the customer experience strategy, ensuring alignment with company goals.
  • Map out the customer journey, review each stage and give it a RAG status to continually improve the experience at every touch point
  • Promote a customer-first culture focused on quality, speed, and consistency.
  • Embed a strong service mentality that prioritizes responsiveness, accuracy, and customer satisfaction.
  • Own all service KPIs, SLAs, and response time targets—ensuring they are consistently met or exceeded.
  • Implement a robust performance framework across teams, using data to drive improvements and accountability.
  • Deliver regular reporting to senior leadership, with actionable insights and plans for underperformance
  • Oversee the development and optimisation of end-to-end customer processes.
  • Lead strategic initiatives to streamline workflows, reduce friction, and scale service delivery.
  • Drive a program of continuous improvement, including implementation of new technologies, systems, and service standards.
  • Act as the bridge between CX and other departments including Sales, Operations, Procurement, and IT.
  • Ensure seamless onboarding, order fulfilment, and post-sale support through strong interdepartmental collaboration.
  • Handle high-level customer escalations, ensuring timely and effective resolution.

Requirements

  • Prior experience in a strategic CX leadership role.
  • Proven track record of implementing and leading transformational change
  • Proven success in leading and motivating large, multi-function teams.
  • Strong track record of delivering against KPIs, improving response times, and driving cultural change.
  • Proven experience of using data to shape departmental success.
  • Experience managing both reactive support and proactive customer care functions
  • Confident change agent with experience delivering transformation programs.
  • Data-driven decision-maker with strong analytical and reporting skills.
  • Excellent communication, interpersonal, and conflict resolution skills.
  • Proficient in ERP and CRM systems, Excel, and performance dashboards.
  • Required Skills & Experience

Benefits

  • Salary- £75,000- £80,000 plus bonus
  • Hours- 8.00am- 5pm Monday - Friday
  • Potential work work 1 day per week from home
#J-18808-Ljbffr
Location:
Petersfield, England, United Kingdom
Salary:
£125,000 - £150,000
Job Type:
FullTime
Category:
Management & Operations

We found some similar jobs based on your search