Head of Customer Experience

The Head of Customer Experience is the single accountable owner for every Commsworld customer after contract signature — from order through go-live, in-life service and fault resolution.

Purpose. Today the customer journey is split across four teams and two leaders. This role brings Order Management, Customer Service, the Customer Management Office and Service Management under one leader, with one set of customer measures. The postholder joins up first- and second-line support, removes handoffs, and makes sure service reviews are backed by the teams doing the work.

Customer journey and experience

• Own the end-to-end customer journey from order to live service to fault resolution, with no handoffs visible to the customer.
• Set and report one set of customer measures: order-to-live time, fault resolution, SLA performance and customer satisfaction.
• Act as the customer's advocate into delivery, holding an agreed handoff point and a joint weekly order review with the Chief Delivery Officer.
• Build a customer feedback loop and use it to drive service improvements.

Service Management

• Lead the Service Delivery Managers who run service reviews, SLA reporting and customer governance for key accounts and public sector customers.
• Allocate accounts across the team so every customer has a named owner and cover for absence.
• Ensure Service Delivery Managers are engaged early in delivery and support Sales on new opportunities.
• Act as senior escalation point for customers on service matters.

Incident management (Customer Management Office)

• Lead second-line incident management across a 24x7 shift pattern through two Team Leaders.
• Join up first- and second-line fault handling for cleaner escalation and faster resolution.
• Drive major incident management, root-cause analysis and service improvement actions.

Customer Service and Order Management

• Lead first-line contact, fault logging and order progress through the team's leadership.
• Make sure customers get proactive updates from order placement to go-live.
• Cross-skill the team to cover peaks and absence.

Transformation and people

• Introduce AI tooling and automation to improve efficiency and customer outcomes, moving towards hybrid customer and order roles over time.
• Lead, coach and develop the team; manage performance, capacity and resourcing.
• Work within ISO 9001, ISO 27001 and Cyber Essentials Plus processes.
• Contribute to COO leadership team planning.

Internal: COO;
Chief Delivery Officer (order scheduling and field delivery);
Service Delivery Director(GCC);
Head of Network Operations;
Head of Infrastructure; CISO;
Chief Architect;
Sales;
Finance.

External: Customer service owners and contract managers, including council and enterprise customers; key suppliers and carriers on fault escalation.

Targets to be set with the COO in the first 90 days.

Measure

What good looks like

Order-to-live time

Reduced and reported monthly to key customers

Faults fixed within target time; fewer repeat faults

SLA performance

Contracted SLAs met across all key accounts

Measured regularly and improving year on year

Account coverage

Every major customer has a named Service Delivery Manager and a service review cadence

AI and automation adopted, with measurable productivity gains

People

Stable, cross-skilled team with cover for absence and peaks

• Senior leadership of customer service, service management or service delivery in telecoms, managed services or IT.
• Track record running incident management, including 24x7 operations and major incident handling.
• Experience owning SLAs and service reviews with large public sector or enterprise customers.
• Leading multi-team functions through team leaders, including performance management and change.
• S…