Customer Experience Transformation Lead

Clear Destination Inc.; Manchester; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

25 days annual leave

Private medical insurance

Pension contributions 5.1%

Enhanced parental leave

Life assurance and Income protection

Share save/incentive plans

EV & Cycle scheme

Employee discounts

Volunteer day

A few things to note

Job summary

Gamma in the UK is seeking a strategic Head of Customer Experience to champion customer and partner outcomes across product, delivery, and operations.

Reporting to Product Design & Delivery, you will lead teams in Business Analysis, UX, Digital Learning Design, and CX Quality Assurance, ensuring customer insight shapes every decision.

You will build a culture of measurable outcomes, maintain strong executive relationships, and drive adoption by simplifying journeys and reducing friction.

Qualifications

• Significant leadership experience across Customer Experience, UX, Service Design, Business Analysis, Product, Digital, or a related field.
• 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 technology-enabled environments.
• Excellent communication, stakeholder management, and influencing skills.
• Commitment to inclusive design, accessibility, and representing diverse customer and partner needs.

Responsibilities

• Acting as the voice of customers and partners across product and delivery.
• Defining and championing personas, customer journeys, experience principles, and standards.
• Establishing Voice of Customer and Voice of Partner practices.
• Setting the Customer Experience strategy, KPIs, and success measures.
• Leading Business Analysis, UX and Research, Digital Learning Design, and Customer Experience Quality Assurance.
• Embedding customer-centred design and insight into product development and delivery.
• Ensuring customer journeys are tested and validated before release.
• Identifying opportunities to simplify experiences, remove friction, and improve adoption.
• Using customer feedback, research, and data to drive continuous improvement.
• Building strong relationships with senior stakeholders and representing customer priorities in governance and executive forums.
• Leading and developing multidisciplinary teams and capabilities.

Skills

Leadership in CX

CX transformation

UX / Service design

Business analysis

Product / digital

Agile working

Stakeholder management

Communication

Job description

Gamma in the UK is seeking a strategic Head of Customer Experience to champion customer and partner outcomes across product, delivery, and operations.

Reporting to Product Design & Delivery, you will lead teams in Business Analysis, UX, Digital Learning Design, and CX Quality Assurance, ensuring customer insight shapes every decision.

You will build a culture of measurable outcomes, maintain strong executive relationships, and drive adoption by simplifying journeys and reducing friction.