Director of Customer Experience

Tunstall Healthcare Group; Tunstall; Hybrid; GBP 70,000 - 100,000; Full time

Job summary

A leading health and care technology provider is seeking a Director of Customer Experience to enhance customer satisfaction and drive service excellence. The role involves leading customer experience teams, embedding a customer-centric model, and ensuring compliance with regulatory standards. The ideal candidate will have significant leadership experience in customer operations, with a strong focus on service design and customer success management. Join a diverse team dedicated to delivering innovative solutions and improving lives.

Benefits

Excellent salary

Bonus

Car allowance

Private Medical Insurance

25 days holiday + bank holidays

Holiday purchase scheme

Contributory pension

Volunteer day

Enhanced parental pay entitlements

Access to a Talent Library

Qualifications

• Significant leadership experience in customer experience or service delivery roles.
• Deep understanding of service design and customer success management.
• Proven track record of leading customer transformation programs.

Responsibilities

• Own the end-to-end customer experience across Tunstall UK&I.
• Lead Tunstall Response, ensuring world-class services.
• Develop and deliver a comprehensive CX strategy.

Skills

Leadership

Customer Experience

Service Design

Commercial Acumen

Interpersonal Skills

Job description

We are currently recruiting for a Director of Customer Experience, reporting to our Managing Director, UK & Ireland, to be accountable 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 in this role you will significant leadership experience within customer experience, service delivery or customer operations roles, ideally within healthcare, telecare, technology-enabled care, or critical services. You will have a deep understanding of service design, customer success management, contact centre excellent and demonstrable success of leading customer transformation programmes.

You will have a customer-first approach, but with strong commercial acumen, able to connect customer experience outcomes to commercial performance. You will be an excellent people and strategic leader, able to balance long-term vision with operational delivery and translate strategy into action. A proactive and collaborative approach, along with excellent interpersonal skills are vital to the success in this role.

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’ that include things like: free eye tests, retail discounts,
• EAP WeCare service - including a 24/7 online GP and mental health counselling service,
• Boost your learning and growth through access to a Talent Library with over 800 courses, covering subjects from business skills to project management essentials,
• A warm and welcoming team environment,
• Development and a chance to build a rewarding career.

Some of your key day to day tasks will be…

• Own the end-to-end customer experience across Tunstall UK&I, covering all customer support, Tunstall Response operations, service design, customer success, complaints, service recovery, and customer insight functions,
• Lead Tunstall Response, ensuring it delivers world-class services aligned to current and future ILaaS offerings, including 24/7 proactive wellbeing support, digital engagement, remote interventions, and event management,
• Design and operationalise new customer journey models that underpin ILaaS, including personalised support pathways, predictive service models using AI and analytics, and integrated response solutions,
• Develop and deliver a comprehensive CX strategy that enhances customer satisfaction, drives retention, supports commercial growth, and underpins new recurring revenue models,
• Embed Voice of Customer (VoC) and customer feedback loops into all aspects of service development, operational improvement, and innovation initiatives,
• Establish, monitor, and continually improve CX and Response KPIs including NPS, service responsiveness, resolution times, customer effort, and operational SLAs,
• Act as the executive lead for customer escalations, complaints, and complex service challenges, ensuring swift resolution and learning-led improvement,
• Champion a customer-first culture across Tunstall UK&I, developing capability and accountability for customer experience at every level of the business,
• Partner closely with Commercial, Technology, Product, and Operations leaders to ensure customer needs are embedded in new solutions, digital service models, and go-to-market strategies,
• Ensure full compliance with all regulatory, safeguarding, quality, and data protection standards across Tunstall Response and customer-facing services.

Key skills and experience:

• Significant senior leadership experience within customer experience, service delivery, or customer operations roles, preferably in healthcare, telecare, technology-enabled care, or critical services environments,
• Proven track record of leading customer transformation programs, delivering measurable improvements to satisfaction, loyalty, and operational efficiency,
• Deep understanding of service design, customer success management, contact centre excellence, and proactive support models,
• Experience in developing and scaling service operations to support new digital service propositions and recurring revenue models,
• Strong knowledge of Voice of Customer (VoC) practices, customer journey analytics, and continuous improvement methodologies (e.g., Lean, Six Sigma, Service Excellence frameworks),
• Commercial acumen with an ability to connect CX outcomes to commercial performance (e.g., retention, lifetime value, upsell opportunities),
• Experience of operating in regulated, safety-critical, or safeguarding-sensitive sectors,
• Inspirational leadership skills, with the ability to develop talent, lead cultural change, and build high-performing teams.

If you are not sure if you have the relevant skills or experience, then please apply (only takes a few minutes) and let our team review and come back to you.

A bit about us:

Tunstall is a market-leading health and care technology provider.

We’re passionate about ensuring our team reflects the brilliant and unique qualities of the people and communities we support. Our incredible team of more than 3,000 colleagues provides lifesaving and life changing technology and services to millions of people in 18 different countries.

At Tunstall you’ll find a place where you’re valued and celebrated for being yourself. We empower our people to deliver the very best teamwork, innovation and thought leadership by creating an environment where we champion diversity and inclusion. We demonstrate our commitment to diversity and inclusion at each step. From our open, fair, and transparent recruitment processes, through to the many development and career growth opportunities we provide.

Each Tunstall colleague has a superpower… they’re unique. No one else is them, and we think that’s special. Come and join our mission and be part of our team, our One Tunstall team.