Head of Customer Excellence

Freshminds has been retained by a large transport and logistics firm to find a Head of Customer Excellence.

Reporting to the Director of Transformation, you will lead the customer excellence agenda across a complex, multi‑site operation, translating customer insight into actionable programmes that improve customer outcomes and drive measurable performance improvement.

Responsibilities:

• Lead customer insight and NPS programmes, translating data into clear, prioritised improvement initiatives
• Own and evolve the contact centre function, including transformation to a digital‑first operating model
• Define and embed customer experience strategy, aligning service levels with commercial and operational objectives
• Establish governance frameworks to drive delivery of customer‑focused improvement initiatives across the business
• Act as a visible advocate for the customer, influencing senior stakeholders across commercial, marketing and operations

Requirements:

• Senior customer experience, insight or service transformation leadership experience
• Strong track record of translating customer insight into delivered operational change
• Experience leading contact centre or service model transformation programmes
• Proven ability to influence and align senior stakeholders across commercial and operational functions
• Strategic mindset combined with a pragmatic, delivery‑focused approach

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