Head of Customer Experience

Customer Experience Lead

MBM are working exclusively with a leading London-based transport company to appoint a Customer Experience Lead. This is a newly created role, offering a unique opportunity to shape and deliver an outstanding, end-to-end customer journey across their transportation services.

The Role

This is a director-level position, leading a team of 5, with significant visibility across the business. You will take ownership of the customer experience strategy—using data and insights to define, articulate, and deliver a clear plan that drives both customer satisfaction and commercial performance.

Operating in a fast-paced, growing, and entrepreneurial environment, this role suits someone who thrives on autonomy, takes ownership, and enjoys building something impactful from the ground up.

Key Responsibilities

• Own and evolve the full customer journey across all touchpoints
• Develop and deliver a clear customer experience strategy aligned to business goals
• Generate, analyse, and leverage data (KPIs, NPS, insights) to drive decision-making
• Engage and influence stakeholders across the business to embed a customer-first approach
• Build strong cross-functional relationships with operations, marketing, IT, and commercial teams
• Lead and develop a high-performing customer service and customer experience team

About You

• Data-driven and insight-led, with a passion for using analytics to shape strategy
• Strong experience engaging stakeholders and influencing at all levels
• Proven ability to translate insights into clear, actionable plans
• Background in customer experience roles within transport, hospitality, or similar environments
• A senior manager or head of level candidate ready to step into a director-level role
• Comfortable working in a dynamic, evolving organisation with high levels of autonomy

Additional Info

• Newly created role as part of organisational transformation
• London-based with travel across sites
• Inclusive and collaborative culture

If you’re looking for a role where you can take ownership, shape strategy, and make a real impact in a growing business, we’d love to hear from you.