Director of Customer Experience

Royal College of Surgeons of England; United Kingdom; On-site; GBP 100,000 - 125,000; Full time

Job summary

A leading professional membership body in the UK is looking for a Director of Customer Experience. This senior role will drive transformation in customer engagement and design a comprehensive experience strategy. The ideal candidate will demonstrate leadership in large-scale service transformation and be committed to creating a customer-focused culture. This position offers the opportunity to make a significant impact in the surgical profession and improve patient care.

Qualifications

• Proven track record in leading large-scale service transformation.
• Ability to inspire teams and influence colleagues at all levels.
• Experience in embedding customer-focused thinking across complex organizations.

Responsibilities

• Lead the design and delivery of a customer experience strategy.
• Develop systems and processes for seamless engagement.
• Utilize emerging technologies and data for continuous improvement.

Skills

Strategic foresight

Service transformation

Leadership

Customer-focused thinking

Innovation

Job description

The Royal College of Surgeons of England is a world-leading professional membership body representing tens of thousands of surgeons, dental professionals, trainees and students across the UK and internationally. We are entering an exciting new chapter of transformation as we prepare to launch a new five-year strategy, brand and website in 2026. Our ambition is to build a modern, outward-facing organisation that delivers real value for everyone it serves. Where every interaction reflects the same stands of professionalism, empathy and excellence that define our members’ work.

We are now seeking a Director of Customer Experience to lead this change. This crucial senior role will drive College-wide transformation in how we engage with our customers, reimagining the experience for everyone who connects with us, from examination candidates and members to fellows and learners. In this new role, you will lead the design and delivery of a comprehensive customer experience strategy that embeds consistency, innovation and service excellence across every touchpoint. This will include setting new standards, developing systems and process that support seamless engagement, and utilising emerging technologies and data to drive continuous improvement.

We are looking for an experienced and visionary leader who can combine strategic foresight with practical delivery. You will bring a proven track record in leading large-scale service transformation, with a clear ability to inspire teams and influence colleagues at every level, and an understanding of how to embed customer-focussed thinking across a complex organisation, using insight, innovation and automation to improve engagement and impact.

The RCS is looking for an empathetic and credible leader, committed to shaping a culture that places people at the heart of everything we do. If you share our ambition to create a world-leading, customer-focused organisation that supports the surgical profession and improves patient care for generations to come, we would love to hear from you.

For more information and to apply, please visit: https://starfishsearch.com/jobs/rcs-dir-cus-exp/

Closing date: Friday 14 November 2025