Director of CX

Senior and executive search across customer operations, CX and contact centres.

App-led consumer brand, national retail estate

A UK consumer brand with a national estate of retail sites and a customer app at the centre of its growth is hiring a Director of Customer Experience. You'll report to the Chief Customer Officer and own how customers experience the brand across the app, the contact centre and the sites themselves.

• Lead around 75 people across customer experience, customer operations and the customer-facing sites.
• Own the end-to-end experience: digital journeys, assisted service, complaints, Voice of the Customer and insight.
• Hold the app commercially. Adoption, membership and repeat usage are yours to grow.
• Run a 24/7 support operation in a regulated environment, with in-house and outsourced teams. Zendesk is in place and AI agent pilots are under way, so the next stage is yours to shape.
• Hold the P&L for a customer-facing retail estate of around £8m revenue.
• Deputise for the CCO across customer, marketing, operations and revenue.

• You've led customer experience at Head of or Director level in a consumer business where digital and physical service meet, such as retail, travel, energy or mobility.
• You use contact and complaint data to fix causes upstream, and you can show the numbers that moved.
• You've owned a P&L and built a proposition or membership product.
• You've delivered change through peers in product, technology and finance.

• Ownership of growth, transformation, contact centre and CX strategy
• London based 1-2 times per week
• Opportunities to represent the business through various events and partnerhsips