Director of Customer Experience & People
Location: South East / Home Counties (Highly visible across the estate
)
Remuneration: £100,000 to £120,000 + Annual Bon
us
Reporting to: Chief Executive Offi
cer
The Opportu
nity
A premium luxury care provider offers exceptional care in surroundings designed for those who expect the very best. Operating a highly regarded portfolio of luxury estates across the Greater London region, the business is in an aggressive growth phase with multiple state-of-the-art developments opening sho
rtly.
This organisation is not just looking to keep pace with the care sector. They are partnering with a globally renowned brand consultancy to completely redefine it. The business is shifting from a traditional care model to a dynamic, highly personalised, hospitality-driven exper
ience.
To spearhead this cultural and operational evolution, the business is appointing a Director of People & Service Excellence. This is a newly created, board-level position designed to embed the strongest values base in the sector while running a critical, multi-disciplinar
y team.
The Role
You will act as the principal change agent for the organisation. Reporting directly to the CEO, you will inherit and lead a team spanning HR Operations, Projects, and Technology Busines
s Change.
Your mandate is to future-proof the business by driving a 10-year vision of service e
xcellence.
Key deliverabl
- es include:
Cultural Transformation: Moving the organisation away from traditional hierarchies to empower teams, driving human connection, and significantly reducing volunta - ry turnover.Service Innovation: Elevating the resident experience to mirror high-end leisure and luxury hospitality, ensuring continuous innovation in how residents live, dine,
- and engage.Technology & Process Modernisation: Overseeing the rollout of user-friendly, off-the-shelf digital tools to remove operational friction, while setting the foundational strategy for future AI integration in ca
- re settings.Highly Visible Leadership: Acting as a highly visible, empathetic leader across the estate, role modelling wellbeing, and keeping the senior directorship accountable to a people-f
irst vision
The Profile
The client is entirely open to candidates from outside the social care sector. A traditional HR background or CIPD qualification is not a
prerequisite.
We are highly interested in speaking with operational and customer experience leaders from fast-paced, premium, or luxury consumer environments (such as hospitality, retail, or private members clubs) who have a proven track record of forced evolution and cultu
ral turnaround.
You must bring:
Exceptional Energy & Execution: The business has zero tolerance for individuals who only generate ideas. You must be a highly energetic operator who actively participates in implementat- ion and delivery.Modern Communication Skills: You must be a highly impactful communicator, entirely comfortable presenting to large audiences, appearing on video, and driving internal engagement through d
- igital Emotional Intelligence: You must be emotionally intelligent, capable of building absolute trust, operating calmly under pressure, and demonstrating genuine compassion for both res
- idents and teams.Transformation Pedigree: Proven skills in leading complex change programmes, multi-tasking across different professional disciplines, and making data-driven decisions to enhance customer and emp
loyee experience.
If you are a hungry, disruptive leader looking to build something truly special and leave a lasting legacy in a sector ripe for innovation, we want