Head of Customer Experience

Stannah is a family-owned manufacturing and engineering company. Our products move people and goods in and around homes and buildings. We make life easier for people. We do this by improving access for greater convenience and independence.

Joseph Stannah founded the business in 1867. A lot has happened since then and today Stannah is a global business. The family is in their fifth generation and plays a hands‑on role in running the business. Most people know us for our stairlifts. Our range of products includes lifts, escalators, and homelifts. We also provide maintenance and repair services.

We have an exciting opportunity for a Head of Customer Experience to join Stannah Home Accessibility within the Marketing Team at Stannah's headquarters.

As Stannah continues its exciting transformation, we're looking for an experienced customer experience leader to define and drive our global customer experience strategy across multiple international markets.

As the Head of Customer Experience, you will lead the development of our end-to-end customer journey framework, champion the voice of the customer, and work collaboratively with Sales, Operations, Service, Insight and Brand teams to deliver outstanding customer experiences that improve satisfaction, conversion and loyalty.

A unique opportunity to help shape the future of one of Britain's most respected family businesses, leading the development of a modern, growth-focused marketing capability and creating the foundations for the next chapter of the Stannah story.

You will be required to be in the office two to three days a week either in London or Andover and a minimum of one day a week in Andover.

This is a fantastic opportunity for a strategic and commercially minded customer experience professional who is passionate about creating exceptional customer journeys and leading transformational change in a global organisation.

To be successful as the Head of Customer Experience, it is essential that you have previous experience in customer experience, customer insight, service design or marketing leadership roles. Experience working within a multi-market or matrix organisation and leading large-scale customer transformation programmes would be highly desirable.

• Develop and own the global end-to-end customer journey framework for the Home Accessibility business.
• Lead customer satisfaction initiatives in collaboration with our international markets, including CSAT measurement, insight analysis and action planning.
• Create and implement a global customer experience blueprint spanning sales, installation and post-sales service.
• Partner with international Sales, Operations, Service and Marketing teams to identify and deliver customer experience improvements.
• Build customer experience capability across markets while championing a customer‑centric culture throughout the organisation.

• Significant experience in Customer Experience, Customer Insight, Service Design or Marketing leadership roles.
• Proven track record of improving customer satisfaction and business performance through customer journey enhancements.
• Experience developing customer experience frameworks, blueprints and cross-functional improvement programmes.
• Strong stakeholder management, influencing and communication skills with the ability to drive change across multiple teams and markets.

• Market Aligned Salary, paid on a monthly basis
• Profit Share Bonus Scheme, paid to all employees every quarter. Based on Group Company profits
• 25 days holiday, plus bank holidays
• Holiday scheme to buy extra days’ annual leave
• Pension Scheme.…