Head of Customer Experience

• A purpose-driven, commercially sharp business where decisions genuinely impact lives.
• A leading provider of critical customer service solutions, supporting sectors where reliability and empathy are key.
• Backed by serious investment and on a journey to optimise their customer journey!

The Opportunity

This is a pivotal role, within one of the UK’s largest service operations.

Join in the leadership role and take immediate ownership of the client management and client support functions.

Lead, shape, and elevate the customer experience across all touchpoints!

transforming service delivery, embedding customer-centric culture, and creating an integrated, data-driven approach to customer satisfaction and retention.

Working across c.200 client accounts, you’ll focus primarily on the top 10% looking at how to improve customer satisfaction, customer retention and really optimise how the customer is championed and supported internally.

They’ll admit to being behind the curve on optimal customer centricity, so you’ll have real autonomy and authority to come in, ideate, execute and own the transformation!

The ideal candidate

A customer obsessed professional with experience of hands-on, enterprise client management, team leadership and business optimisation/transformation.

As much as this is a change bringing role, you need to be confident and competent managing up and down and win the hearts and minds of a well-established workforce.

You know how to manage complex, regulated service environments, and be comfortable getting into the weeds one day, and then stepping back and taking a broader picture look the next day. You need to be as comfortable inspiring our team as you are inspiring clients.

• Extensive leadership experience in Customer Experience, Customer Success, or Contact Centre operations.
• Proven success overseeing account management and complaints or escalation teams.
• Experience designing and embedding customer journeys within a B2B environment.
• Experience partnering with Sales to drive renewals, customer health planning, and upsell opportunities
• You can work with customers to deliver exceptional experiences and outcomes. Understanding their challenges and being the advocate for improvement, along-side your leadership team.
• You know how to use data, systems, and technology to drive smarter service delivery.
• You’re confident managing multiple stakeholders, including senior leadership and key clients.
• You can balance client demand, commercial accountability with a deep understanding of people and culture.
• You’re calm under pressure and thrive in environments, where reliability and trust matter most.
• You bring an engaging, empowering leadership style, enabling strong managers to own their domains and grow.

The package

• £70,000 - £90,000 plus 15% bonus and car allowance.
• Increased pension contribution.
• Private Medical Insurance.
• Life Assurance.
• Flexible, hybrid working, with a Hampshire office.

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