Chief Customer Experience & Strategy Leader

United Welsh; Caerphilly; On-site; GBP 90,000 - 120,000; Full time

Job summary

United Welsh in Wales is seeking a dynamic Senior Leader to define and lead the customer experience strategy across the Group, embedding ownership, continuous improvement and excellence in all service areas.

As a Senior Leadership Team member, you will shape customer journeys, ensure accessibility including Welsh language compliance, and influence policy, performance metrics and partnerships while delivering measurable service improvements.

Qualifications

• Proven track record delivering service improvements with measurable outcomes.
• Experience leading customer experience strategy across large organisations.
• Ability to translate customer insights into policy and practice.
• Strong communication, negotiating and influencing skills.
• Experience of Welsh language standards is desirable.

Responsibilities

• Define and lead the customer experience strategy across the Group.
• Represent customers at all levels and embed their voice in policy development.
• Reframe and revise customer service standards across the Group.
• Lead performance metrics reporting for customer experience.
• Ensure accessibility and Welsh language compliance across journeys.

Skills

Customer strategy

Change leadership

Stakeholder engagement

Cross-functional collaboration

Policy influence

Job description

United Welsh in Wales is seeking a dynamic Senior Leader to define and lead the customer experience strategy across the Group, embedding ownership, continuous improvement and excellence in all service areas.

As a Senior Leadership Team member, you will shape customer journeys, ensure accessibility including Welsh language compliance, and influence policy, performance metrics and partnerships while delivering measurable service improvements.