Head of Customer Experience

People Group; Greater London; On-site; GBP 120,000 - 160,000; Full time

Job summary

People Group is seeking an experienced Head of Customer Experience to lead its customer function and shape strategy across residential and commercial customers.

The role oversees customer services, strategic account management and complaints governance, partnering with operations, technical and commercial leaders to translate insights into improved service and reduced risk.

Qualifications

• Senior leadership experience in customer experience or related functions.
• Proven ability to develop and implement customer strategy.
• Experience managing B2B customer relationships.
• Strong strategic account management and stakeholder management.
• Experience leading multidisciplinary customer teams.
• Proven use of KPIs and customer feedback to drive improvements.
• Experience overseeing complaints governance and regulatory considerations.
• Excellent communication and leadership skills.

Responsibilities

• Develop and deliver the overall customer experience strategy, proposition and service standards.
• Embed customer considerations into operational planning, commercial decisions and business improvement.
• Use customer feedback, performance data and complaints analysis to identify trends and drive service improvements.
• Promote a proactive, customer-focused culture across the business.
• Build and maintain senior-level relationships with key residential and commercial customers.
• Lead strategic account planning, customer reviews and the resolution of complex customer issues.
• Identify relationship risks, commercial opportunities and opportunities to strengthen long-term partnerships.
• Ensure customer commitments are aligned with operational capabilities and commercial objectives.
• Lead and develop the customer function, overseeing residential services, commercial customer management and complaints.
• Establish clear accountabilities, performance measures and escalation procedures across the team.
• Own customer policies, procedures and governance, ensuring consistent service delivery and appropriate compliance.
• Maintain senior oversight of sensitive complaints, material customer issues and reputational risks.
• Work closely with operational, technical, commercial and finance teams to resolve customer challenges.
• Ensure effective customer communication during planned and unplanned service interruptions.
• Address recurring customer issues at source, driving improvements in processes, policies and service delivery.
• Ensure customer insight informs wider business strategy, investment and operational decision-making.

Skills

Senior leadership

Stakeholder management

Customer strategy

Account management

Communication

Problem solving

Leadership

Job description

Our client are seeking an experienced Head of Customer Experience to lead its customer function, drive customer strategy and strengthen relationships across its residential and commercial customer base.

This senior leadership role will oversee customer services, strategic account management and complaints governance, ensuring a consistent, proactive and commercially aligned approach to customer experience. Working closely with operational, technical and commercial leadership teams, the successful candidate will use customer insight to improve service delivery, mitigate risk and build long-term customer partnerships.

Key Responsibilities

• Develop and deliver the overall customer experience strategy, proposition and service standards.
• Embed customer considerations into operational planning, commercial decisions and business improvement.
• Use customer feedback, performance data and complaints analysis to identify trends and drive service improvements.
• Promote a proactive, customer-focused culture across the business.

Strategic Account Management

• Build and maintain senior-level relationships with key residential and commercial customers.
• Lead strategic account planning, customer reviews and the resolution of complex customer issues.
• Identify relationship risks, commercial opportunities and opportunities to strengthen long-term partnerships.
• Ensure customer commitments are aligned with operational capabilities and commercial objectives.

Leadership & Governance

• Lead and develop the customer function, overseeing residential services, commercial customer management and complaints.
• Establish clear accountabilities, performance measures and escalation procedures across the team.
• Own customer policies, procedures and governance, ensuring consistent service delivery and appropriate compliance.
• Maintain senior oversight of sensitive complaints, material customer issues and reputational risks.

Operational Collaboration & Continuous Improvement

• Work closely with operational, technical, commercial and finance teams to resolve customer challenges.
• Ensure effective customer communication during planned and unplanned service interruptions.
• Address recurring customer issues at source, driving improvements in processes, policies and service delivery.
• Ensure customer insight informs wider business strategy, investment and operational decision-making.

Required Candidate Experience

• Senior leadership experience in customer experience, customer operations, customer strategy or account management within an energy, utilities, infrastructure or other complex, service-led environment.
• Proven experience developing and implementing a customer strategy across multiple customer groups or service functions.
• Experience managing business-to-business customer relationships.
• Strong background in strategic account management, including managing senior stakeholders and complex commercial relationships.
• Experience leading multidisciplinary customer teams, ideally encompassing customer services, account management and complaints.
• Demonstrable success using customer feedback, KPIs and performance data to drive measurable improvements in service quality and customer satisfaction.
• Experience overseeing complaints management, escalation processes, customer policies and governance frameworks.
• Strong commercial awareness, with the ability to balance customer expectations against contractual commitments, operational constraints and business objectives.
• Proven ability to influence senior stakeholders and deliver cross-functional improvements across operational and commercial teams.
• Excellent communication, relationship-building, problem-solving and leadership skills.
• Experience within the energy, utilities, district heating, energy centres or wider infrastructure sectors.
• Familiarity with regulated customer environments, relevant consumer protection requirements and formal complaints processes.
• Experience leading customer transformation, service improvement or customer function development initiatives.