Director of Customer Experience

TieTalent; England; Hybrid; GBP 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Director of Customer Experience to lead transformative initiatives in customer service. This pivotal role involves designing and delivering exceptional customer experiences across various touchpoints. With a focus on healthcare and technology-enabled care, the ideal candidate will possess significant leadership experience and a deep understanding of service design and customer success management. Join a dynamic team dedicated to enhancing customer loyalty and operational excellence, while benefiting from a hybrid working environment and comprehensive employee perks. This is a unique opportunity to make a meaningful impact in a rapidly evolving sector.

Benefits

Private Medical Insurance

Car allowance

25 days holiday + bank holidays

Holiday purchase scheme

Contributory pension

Volunteer day

Enhanced parental pay

24/7 employee benefits platform

Access to a Talent Library

Development and career opportunities

Qualifications

• Significant leadership experience in customer experience or service delivery.
• Deep understanding of service design and customer success management.

Responsibilities

• Lead the end-to-end customer experience across Tunstall UK&I.
• Develop and implement a CX strategy to enhance satisfaction and retention.

Skills

Leadership in Customer Experience

Service Design

Customer Success Management

Contact Centre Excellence

Customer Transformation Programs

Commercial Acumen

Interpersonal Skills

Analytical Skills

Education

Bachelor's Degree

Master's Degree (Preferred)

Tools

Lean Six Sigma

Job description

About

We are currently recruiting for a Director of Customer Experience, reporting to our Managing Director, UK & Ireland. This role is responsible for designing and delivering an outstanding, consistent customer experience across all touch points in the customer journey.

What will you be doing in this role?

As our Director of Customer Experience, you will lead Tunstall Response (our national Alarm Receiving Centre) and all customer experience teams and processes, ensuring exceptional customer service, proactive support, and operational excellence.

As a key enabler of Tunstall’s strategic transformation and the development of Independent Living as a Service (ILaaS), you will embed a customer-centric operating model that supports new service propositions, drives customer loyalty, and creates scalable, future-proof service capabilities.

The Ideal Candidate

To be successful, you will have significant leadership experience within customer experience, service delivery, or customer operations roles, ideally within healthcare, telecare, technology-enabled care, or critical services. You will possess a deep understanding of service design, customer success management, contact centre excellence, and successful leadership of customer transformation programs.

You will have a customer-first approach combined with strong commercial acumen, able to connect customer experience outcomes to business performance. You will be an excellent people and strategic leader, capable of translating strategy into action. A proactive, collaborative approach and excellent interpersonal skills are essential.

What We Offer

• Excellent salary
• Bonus
• Car allowance
• Private Medical Insurance
• Hybrid working
• 25 days holiday + bank holidays
• Holiday purchase scheme
• Contributory pension
• Volunteer day to support a cause you are passionate about
• Enhanced maternity, paternity, adoption, and shared parental pay entitlements
• Dedicated 24/7 employee benefits platform ‘Verlingue’ including free eye tests, retail discounts
• EAP WeCare service - including a 24/7 online GP and mental health counselling
• Access to a Talent Library with over 800 courses for learning and growth
• A warm, welcoming team environment
• Development and career opportunities

Key Day-to-Day Tasks

• Own the end-to-end customer experience across Tunstall UK&I, including support, Response operations, service design, customer success, complaints, recovery, and insights
• Lead Tunstall Response to deliver world-class services aligned with ILaaS offerings, including proactive wellbeing support, digital engagement, remote interventions, and event management
• Design and operationalize new customer journey models supporting ILaaS, such as personalized support pathways and AI-driven predictive models
• Develop and implement a CX strategy to enhance satisfaction, retention, and support growth
• Embed Voice of Customer (VoC) and feedback into service development and innovation
• Monitor and improve CX and Response KPIs, including NPS, responsiveness, resolution times, and SLAs
• Lead escalations, complaints, and complex service challenges for swift resolution and continuous improvement
• Promote a customer-first culture, developing capability and accountability at all levels
• Partner with Commercial, Technology, Product, and Operations teams to embed customer needs into solutions and strategies
• Ensure compliance with regulatory, safeguarding, quality, and data protection standards

Key Skills and Experience

• Senior leadership experience in customer experience, service delivery, or operations, preferably in healthcare, telecare, or critical services
• Proven success in leading customer transformation programs that improve satisfaction, loyalty, and efficiency
• Deep knowledge of service design, customer success, contact centers, and proactive support models
• Experience scaling service operations for digital propositions and recurring revenue
• Strong VoC, customer journey analytics, and continuous improvement expertise (e.g., Lean, Six Sigma)
• Commercial acumen linking CX outcomes to business performance
• Experience in regulated, safety-critical, or safeguarding-sensitive sectors
• Inspirational leadership, talent development, and cultural change skills

A Bit About Us

Tunstall is a market-leading health and care technology provider with over 3,000 colleagues supporting millions across 18 countries. We value diversity, inclusion, and the unique qualities of our team members. Join us to be part of our mission and build a rewarding career.

Nice-to-Have Skills

• Six Sigma

Work Experience

• General Project Management
• Communication/PR
• General Management

Languages

• English