Head of Customer Experience

Gamma; Manchester; On-site; GBP 90,000 - 140,000; Full time

Benefits offered by this job

25 days annual leave + birthday

Subsidised private medical insurance

5.1% matched pension contributions

Enhanced parental leave

Life assurance and Income protection

Share save and incentive plans

Electric Vehicle and Cycle scheme

Employee discounts

Volunteer day

Job summary

Gamma is seeking a Head of Customer Experience to lead customer and partner outcomes across product, design, and delivery. You will champion customer-centric strategies and collaborates with senior stakeholders to drive measurable improvements.

The role combines strategic leadership with hands-on governance of CX across journeys, personas, research, and service design, shaping decisions from insight to delivery in a fast-growing tech environment.

Qualifications

• Significant leadership experience across CX, UX, service design, product, or digital.
• Proven experience leading customer-focused transformation and multidisciplinary teams.
• Strong expertise in customer journeys, personas, research, service design, and experience measurement.
• Strong commercial awareness and ability to connect customer outcomes to business value.
• Experience working in Agile, product-led and tech-enabled environments.
• Excellent communication, stakeholder management, and influencing skills.
• Commitment to inclusive design, accessibility, and diverse customer needs.

Responsibilities

• Voice of customers and partners across product and delivery.
• Define and champion personas, journeys, principles, and standards.
• Establish Voice of Customer and Voice of Partner practices.
• Set Customer Experience strategy, KPIs, and success measures.
• Lead Business Analysis, UX/Research, Digital Learning Design, and CX QA.
• Embed customer-centered design and insight into development and delivery.
• Ensure customer journeys are tested and validated before release.
• Identify opportunities to simplify experiences and improve adoption.

Skills

Leadership

Customer Experience

Product & Delivery

UX & Research

Agile

Stakeholder Mgmt

Analytics

Job description

A bit about us

At Gamma we provide voice, data, and mobile solutions to businesses across the UK, Germany, Spain, and the Benelux region.

Head Of Customer Experience

Our people are at the heart of everything we do. When you join us, you'll be part of a collaborative, forward-thinking team that is transforming how businesses connect and communicate globally. We are growing fast, but we never lose sight of what matters: our people. Whether you're looking to develop your skills, take on new challenges, or make a meaningful impact, Gamma is the place to do it.

Who are we looking for?

We're looking for an experienced Head of Customer Experience to ensure our customers and partners are at the centre of everything we design, build, and deliver. Reporting into the Product Design & Delivery function, you'll provide strategic leadership across Business Analysis, User Experience, Digital Learning Design, and Customer Experience Quality Assurance, bringing these capabilities together around a shared focus on customer and partner outcomes. You'll act as Gamma's champion for customer and partner centricity, ensuring our products, services, and processes are easy to buy, easy to use, easy to support, and easy to do business with. Working closely with Product, Technology, Commercial, Sales, Customer Success, and Operations, you'll ensure customer insight and behaviour shape decision making throughout the product and delivery lifecycle. You'll establish a culture where customer outcomes are measured, understood, and continuously improved, helping Gamma deliver consistent and differentiated customer and partner experiences.

What will you be doing day-to-day?

• Acting as the voice of customers and partners across product and delivery.
• Defining and championing personas, customer journeys, experience principles, and standards.
• Establishing Voice of Customer and Voice of Partner practices.
• Setting the Customer Experience strategy, KPIs, and success measures.
• Leading Business Analysis, UX and Research, Digital Learning Design, and Customer Experience Quality Assurance.
• Embedding customer-centred design and insight into product development and delivery.
• Ensuring customer journeys are tested and validated before release.
• Identifying opportunities to simplify experiences, remove friction, and improve adoption.
• Using customer feedback, research, and data to drive continuous improvement.
• Building strong relationships with senior stakeholders and representing customer priorities in governance and executive forums.
• Leading and developing multidisciplinary teams and capabilities.

What You'll Need

• Significant leadership experience across Customer Experience, UX, Service Design, Business Analysis, Product, Digital, or a related field.
• Proven experience leading customer-focused transformation and multidisciplinary teams.
• Strong expertise in customer journeys, personas, research, service design, and experience measurement.
• Strong commercial awareness and the ability to connect customer outcomes to business value.
• Experience working in Agile, product-led, and technology-enabled environments.
• Excellent communication, stakeholder management, and influencing skills.
• Strong analytical and problem-solving skills, using qualitative and quantitative insight to make decisions.
• A commitment to inclusive design, accessibility, and representing diverse customer and partner needs.

What do we offer you?

• 25 days annual leave + birthday
• Subsidised private medical insurance
• 5.1% matched pension contributions
• Enhanced parental leave
• Life assurance and Income protection
• Share save and incentive plans
• Electric Vehicle and Cycle scheme
• Employee discounts
• Volunteer day
• A few things to note

We require all candidates to be eligible to work in the UK and pass a basic DBS check.

If you don't meet every requirement but feel you could thrive in this role, we would still encourage you to apply.

Gamma is an equal opportunity employer committed to building diverse, inclusive teams where everyone feels valued and can be their authentic selves. We welcome applicants from all backgrounds, especially those underrepresented in our industry. As a family-friendly employer, we foster a culture of trust, autonomy, and flexibility to support your work-life balance and help you thrive at Gamma.

For recruitment agencies – we have a network of fantastic partners that support us in our hiring from time to time. We're not looking to increase that network currently, so please don't send speculative CVs.