Customer Experience Strategy Lead

Gamma; Manchester; On-site; GBP 90,000 - 140,000; Full time

Benefits offered by this job

25 days annual leave + birthday

Subsidised private medical insurance

5.1% matched pension contributions

Enhanced parental leave

Life assurance and Income protection

Share save and incentive plans

Electric Vehicle and Cycle scheme

Employee discounts

Volunteer day

Job summary

Gamma is seeking a Head of Customer Experience to lead customer and partner outcomes across product, design, and delivery. You will champion customer-centric strategies and collaborates with senior stakeholders to drive measurable improvements.

The role combines strategic leadership with hands-on governance of CX across journeys, personas, research, and service design, shaping decisions from insight to delivery in a fast-growing tech environment.

Qualifications

• Significant leadership experience across CX, UX, service design, product, or digital.
• Proven experience leading customer-focused transformation and multidisciplinary teams.
• Strong expertise in customer journeys, personas, research, service design, and experience measurement.
• Strong commercial awareness and ability to connect customer outcomes to business value.
• Experience working in Agile, product-led and tech-enabled environments.
• Excellent communication, stakeholder management, and influencing skills.
• Commitment to inclusive design, accessibility, and diverse customer needs.

Responsibilities

• Voice of customers and partners across product and delivery.
• Define and champion personas, journeys, principles, and standards.
• Establish Voice of Customer and Voice of Partner practices.
• Set Customer Experience strategy, KPIs, and success measures.
• Lead Business Analysis, UX/Research, Digital Learning Design, and CX QA.
• Embed customer-centered design and insight into development and delivery.
• Ensure customer journeys are tested and validated before release.
• Identify opportunities to simplify experiences and improve adoption.

Skills

Leadership

Customer Experience

Product & Delivery

UX & Research

Agile

Stakeholder Mgmt

Analytics

Job description

Gamma is seeking a Head of Customer Experience to lead customer and partner outcomes across product, design, and delivery. You will champion customer-centric strategies and collaborates with senior stakeholders to drive measurable improvements.

The role combines strategic leadership with hands-on governance of CX across journeys, personas, research, and service design, shaping decisions from insight to delivery in a fast-growing tech environment.