Global Head of Customer Experience & Transformation

Stannah Group; Andover; Hybrid; GBP 90,000 - 140,000; Full time

Benefits offered by this job

Market Aligned Salary

Profit Share Bonus Scheme

25 days holiday

Holiday buy scheme

Pension Scheme

SimplyHealth Cash Plan

Life Assurance Scheme

Long Service award scheme

Benefits Discount Rewards Scheme

Employee Assistance Programme

Enhanced maternity and paternity

Job summary

Stannah Group, a family-owned manufacturing and engineering company, seeks a Head of Customer Experience to lead the global customer journey strategy within the Marketing Team at its headquarters. You will drive end-to-end customer experiences, champion the voice of the customer across markets and deliver transformative insights.

You will be office-based two to three days a week in London or Andover, with at least one day weekly in Andover, shaping a modern, growth-focused customer experience

Qualifications

• Significant experience in Customer Experience, Customer Insight, Service Design or Marketing leadership roles.
• Proven track record of improving customer satisfaction and business performance through customer journey enhancements.
• Experience developing customer experience frameworks, blueprints and cross-functional improvement programmes.
• Strong stakeholder management, influencing and communication skills with the ability to drive change across multiple teams and markets.

Responsibilities

• Develop and own the global end-to-end customer journey framework for the Home Accessibility business.
• Lead customer satisfaction initiatives in collaboration with our international markets, including CSAT measurement, insight analysis and action planning.
• Create and implement a global customer experience blueprint spanning sales, installation and post-sales service.
• Partner with international Sales, Operations, Service and Marketing teams to identify and deliver customer experience improvements.
• Build customer experience capability across markets while championing a customer-centric culture throughout the organisation.

Skills

Customer Experience

Customer Insight

Service Design

Marketing Leadership

Job description

Stannah Group, a family-owned manufacturing and engineering company, seeks a Head of Customer Experience to lead the global customer journey strategy within the Marketing Team at its headquarters. You will drive end-to-end customer experiences, champion the voice of the customer across markets and deliver transformative insights.

You will be office-based two to three days a week in London or Andover, with at least one day weekly in Andover, shaping a modern, growth-focused customer experience