Head of Customer Experience

C4S Search Ltd; Bristol; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading recruitment firm in Bristol is seeking a Head of Customer Excellence to shape the customer journey and improve service delivery. The role involves developing customer strategies, leading teams, and driving satisfaction through innovation and best practices. Candidates should possess proven experience in customer experience leadership and a strong ability to analyze feedback and drive improvements.

Benefits

24-28 days holiday

Life Insurance

Pension Scheme

Healthcare Cash Plan

Qualifications

• Proven experience in senior customer experience or client services.
• Track record of driving improvements in customer satisfaction.
• Strong leadership skills and ability to inspire teams.

Responsibilities

• Develop and lead the Customer Excellence strategy.
• Drive customer satisfaction and loyalty.
• Lead and develop a high-performing customer experience team.
• Analyse customer feedback for improvement opportunities.
• Collaborate with sales and operations teams.
• Establish and track metrics for customer satisfaction.

Skills

Customer experience leadership

Stakeholder management

Data-driven insights

Team development

Job description

JOB TITLE: Head of Customer Excellence
LOCATION: Bristol
SALARY: £60,000 - £80,000
WAY OF WORKING: Full Time/ Hybrid | Permanent
24-28daysholiday|Life Insurance|PensionScheme |Healthcare Cash Plan | Hybrid
THE BUSINESS:
At C4S, we’re proud to be supporting a leading organisation that prides itself on delivering exceptional experiences for its customers and building long-term relationships based on trust and value.
We are now hiring for a Head of Customer Excellence to lead the customer-facing strategy, ensuring world-class service delivery and continuous improvement across all touchpoints.
THE HEAD OF CUSTOMER EXCELLENCE OPPORTUNITY:
As Head of Customer Excellence, you will play a pivotal role in shaping the customer journey, building a culture of customer-centricity, and ensuring our teams deliver the highest standards of service. Reporting directly to the senior leadership team, you will define and execute the vision for customer experience and engagement, championing innovation and best practice.
KEY RESPONSIBILITIES:

• Develop and lead the Customer Excellence strategy, ensuring alignment with overall business objectives.
• Drive customer satisfaction, retention, and loyalty through proactive engagement and service improvement initiatives.
• Lead, inspire, and develop a high-performing customer experience team.
• Analyse customer feedback and data to identify trends, issues, and opportunities for improvement.
• Collaborate with sales, operations, and product teams to optimise processes and deliver seamless customer journeys.
• Establish and track key performance metrics to measure customer satisfaction and service efficiency.
• Act as the voice of the customer within the business, influencing decision-making at all levels.

YOUR KEY SKILLS:
Required Skills & Qualifications:

• Proven experience in senior customer experience, client services, or customer success leadership.
• A track record of driving improvements in customer satisfaction and loyalty.
• Strong leadership skills, with the ability to inspire and develop teams.
• Excellent stakeholder management and communication skills.
• Data-driven mindset, with the ability to translate insights into actionable strategies.
• Experience working within fast-paced, innovative environments.

C4S Search connect future tech talent with leading deep tech, bio tech & clean tech organisations and we are always keen to hear from specialists or those who work in the tech industry.