Head of Customer Experience

Head of Customer Experience

The successful candidate will take responsibility for developing and leading the customer experience strategy, with a focus on improving service delivery, enabling sales, and driving efficiency across the customer journey. The Group Head of Customer Experience will design and implement scalable processes, systems, and technologies (including AI) to enhance service quality, reduce operational costs, and support business growth. Newton Aycliffe Full Time

As a strategic leader, they will align cross-functional teams around a unified customer vision, embed a culture of continuous improvement, and champion innovation in service. With responsibility for team leadership and stakeholder engagement, this role ensures the customer function is agile, data-led, and commercially focused.

• Develop and lead the customer experience strategy aligned with business goals, driving service excellence, customer satisfaction, and commercial impact.
• Design and implement scalable processes, systems, and customer journey frameworks to improve consistency, efficiency, and service quality.
• Adopt and leverage new technologies (including AI and automation) to enhance customer experience, reduce costs, and support sales enablement.
• Use data and insights to identify trends, measure performance, and drive continuous improvement across all customer touchpoints.
• Collaborate cross-functionally with Sales, Marketing, Operations, and Digital teams to align and optimise the end-to-end customer journey.
• Lead, coach, and develop the customer experience team to build capability, accountability, and a high-performance culture.
• Embed a customer-first mindset across the organisation, acting as a senior advocate for customer needs and expectations.
• Monitor and manage KPIs, including NPS, customer satisfaction, resolution time, and cost-to-serve metrics.
• Monitor customer satisfaction metrics and feedback to identify trends and opportunities for improvement.
• Implement and manage customer feedback systems and processes to proactively capture, analyse, and respond to customer concerns.
• Stay ahead of industry trends to identify innovative tools, techniques, and best practices that can improve customer outcomes and operational effectiveness.
• Degree level education or equivalent experience in business, customer service, commercial and marketing or a related field.
• Proven experience in senior customer service/experience, service design, or customer strategy role.
• Demonstrated success in design and implementation of customer excellence strategies, systems, and processes.
• Experience developing & leading high-performance teams.
• Experience in deploying technology & automation (AI) to improve customer excellence & operational efficiency.
• Strong record of cross functional collaboration and influencing at all levels.
• Customer Experience or Service Design certification.
• Strategic thinker with strong commercial awareness.
• Leadership & team development capabilities.
• Communication, stakeholder collaboration, and influencing.
• Analytical & problem-solving mindset.
• Change management.
• Advanced understanding of customer excellence measurement tools (NPS & other metrics).
• Competencies with data analysis and customer insight tools.
• Proficiency with ERP and CRM systems.
• Ability to manage a budget, experience in P&L management, and deliver ROI focused initiatives.
• Primarily office based with occasional travel – suppliers, customers, showrooms.
• Flexibility to support business demands across working hours.
• Postgraduate in Business, Customer Strategy, or Digital Innovation.
• Experience in a B2B or B2C multi-channel environment.
• Experience in leading customer experience transformations in complex, multi-channel organisation
• Project management or change management qualifications (LEAN, Agile, PRINCE2) Familiarity with AI, automation, and digital services technology.