Head of Customer Experience

Come and make a difference at Karbon as the Head of Customer Experience

We're looking for an inspiring and experienced leader to join us as our Head of Customer Experience. This is a rare opportunity to shape how customers experience Karbon, influence change across the organisation and make a lasting difference to people's lives.

Our Customer Experience team works in collaboration across Karbon to listen to customers and colleagues, learn from their experiences and deliver meaningful improvements that matter.

We're looking for an exceptional Head of Customer Experience to lead the development and delivery of our Customer Experience strategy, shaping how we listen to customers, improve services and build a strong customer culture across the organisation.

This is a visible, high-impact leadership role for someone who can combine strategic thinking with practical delivery. You will lead our approach to customer insight, complaints learning, digital customer experience and service improvement turning feedback into action and making sure the customer voice drives real, lasting change.

You’ll work across the organisation to influence leaders, build trusted relationships and create the conditions for others to take ownership of improvement helping to shape services that work better for customers and colleagues alike.

This role will suit a values-led, strategic and highly collaborative leader who is passionate about putting customers at the heart of every decision. You'll be curious, insight-driven and motivated by making a visible difference, turning customer feedback, complaints and performance data into meaningful service improvement. You'll bring confidence to influence at every level, credibility to lead change across the organisation and energy to champion a strong customer culture across the Group.

You’ll be equally comfortable setting direction and delivering results, with strengths in leadership, coaching, stakeholder engagement, digital customer experience, service design and performance improvement. Above all, you’ll be a positive role model who lives our values, inspires others and brings pace, empathy and accountability to your work.

This is a fantastic opportunity for a leader who enjoys building capability, cultivating trust and empowering others to deliver better outcomes for customers.

You’ll be part of our Customer Experience team, led by Wendy Graham, Group Director of Customer Experience. If you’d like an informal conversation about the role, feel free to reach out to Wendy.

• Head of Customer Experience - permanent role
• Salary: 67,534 per annum
• Location:
  
  Gosforth, Newburn or Stanley, TBC with some homeworking available
• Travel to other offices required; access to a car beneficial
• 37 hours per week

We recognise the contribution people with criminal records can make as colleagues and we welcome all applications. A criminal record will not exclude a candidate from being appointed because of offences that are irrelevant to, and do not place them at, or make them a risk in the role they’re applying for.

The role you’re applying for is covered by the Rehabilitation of Offenders Act 1974 (ROA). You will be asked to submit a basic disclosure and barring check application during pre‑employment checks.

• 26 days annual leave (rising to 31 after 3 years)
• Birthday leave
• Occupational pension
• Health cash plan
• Flexible benefits pot
• Access to funding for qualifications, conferences, and learning events

Closing date for applications:
Sunday 14 June 2026

Interview date:
Thursday 25 June 2026, in our office at Gosforth Business Park, Newcastle Upon Tyne.

We’re proud to be an inclusive employer. We welcome applications from people of all backgrounds, identities, and experiences. If you have a disability and meet the essential criteria, you’ll be guaranteed an interview. If you need a reasonable adjustment to apply, contact us.