Head of Customer Experience

ESSENTIAL EMPLOYMENT LTD; City Of London; On-site; GBP 125,000 - 150,000; Full time

Job summary

A recruitment agency based in London is seeking a Head of Customer Experience to shape and execute their customer experience strategy. This full-time role involves leading a team, improving customer satisfaction metrics, and collaborating with various departments. Ideal candidates will have proven experience in customer experience roles and strong leadership skills. The role pays between £42.48 and £58.27 per hour on a temporary basis.

Qualifications

• Proven experience in a customer experience or similar role.
• Strong analytical skills to improve customer satisfaction metrics.
• Ability to lead and inspire a diverse team.

Responsibilities

• Develop and implement a customer experience strategy aligned with business goals.
• Lead and inspire the customer service and experience teams.
• Monitor and improve customer satisfaction metrics.

Skills

Leadership

Data analysis

Cross-functional collaboration

Customer satisfaction metrics

Job description

Head of Customer Experience needed in North London Paying £42.48 -58.27 per hr ref 1616322

Full time hours on a temporary basis

As Head of Customer Experience, you will be responsible for shaping and executing a comprehensive customer experience strategy across all touchpoints. You’ll lead a dynamic team, collaborate cross-functionally, and champion the voice of the customer to drive loyalty, satisfaction, and long-term value.

Key Responsibilities:

• Develop and implement a customer experience strategy aligned with business goals.
• Lead and inspire the customer service and experience teams.
• Monitor and improve customer satisfaction metrics (e.g., NPS, CSAT).
• Identify pain points and opportunities across the customer journey.
• Collaborate with product, marketing, and operations to embed customer insights into decision‑making.
• Drive continuous improvement through data analysis, feedback loops, and innovation.
• Represent the customer voice at executive level and influence strategic direction.

If you are interested in the role, please email your CV to [e-mail] quoting the reference number.

Essential Employment is acting as an Employment Business in relation to this vacancy. Essential Employment is an Equal Opportunities Employer.

All our roles may be subject to pre‑employment checks including references so please be prepared