Head of Customer Experience

UBT; Petersfield; Hybrid; GBP 75,000 - 80,000; Full time

Job summary

A leading industry firm in Petersfield is seeking a Head of Customer Experience to lead a team of over 20 professionals. This pivotal role focuses on driving a customer-centric culture, overseeing all aspects of the customer journey. The ideal candidate will have experience in transformational change, strong analytical skills, and the ability to effectively motivate multi-functional teams. A competitive salary range of £75,000 to £80,000 plus bonus is offered, along with flexible working options.

Benefits

Potential work from home 1 day per week

Competitive salary

Bonus

Qualifications

• Experience in strategic CX leadership roles.
• Proven success in leading multi-function teams.
• Strong analytical and reporting skills.

Responsibilities

• Lead teams focusing on customer journey.
• Define and drive customer experience strategy.
• Champion employee engagement and growth.
• Own all service KPIs and SLAs.

Skills

Transformational change leadership

Data-driven decision-making

Excellent communication skills

Conflict resolution

Tools

ERP systems

CRM systems

Excel

Job description

Overview

Our client, a leader in their industry, is seeking an experienced and inspiring Head of Customer Experience to lead and drive excellence across all functions that form part of the customer journey, comprising a team of 20+ professionals. This pivotal leadership role is responsible for cultivating a high-performance, customer-centric culture that ensures every interaction delivers exceptional service and measurable results. You will be based at their offices in Petersfield.

Responsibilities

• Lead, coach, and inspire the teams that take care of the customer journey – Customer Onboarding, Customer Support, Customer Experience and Fulfilment (20+ team members across two teams).
• Provide direct leadership to the Customer Support Manager and Customer Care Manager.
• Foster a culture of ownership, collaboration, and continuous improvement.
• Champion employee engagement, retention, and growth through structured development plans and clear career pathways.
• Define and drive the customer experience strategy, ensuring alignment with company goals.
• Map out the customer journey, review each stage and give it a RAG status to continually improve the experience at every touch point
• Promote a customer-first culture focused on quality, speed, and consistency.
• Embed a strong service mentality that prioritizes responsiveness, accuracy, and customer satisfaction.
• Own all service KPIs, SLAs, and response time targets—ensuring they are consistently met or exceeded.
• Implement a robust performance framework across teams, using data to drive improvements and accountability.
• Deliver regular reporting to senior leadership, with actionable insights and plans for underperformance
• Oversee the development and optimisation of end-to-end customer processes.
• Lead strategic initiatives to streamline workflows, reduce friction, and scale service delivery.
• Drive a program of continuous improvement, including implementation of new technologies, systems, and service standards.
• Act as the bridge between CX and other departments including Sales, Operations, Procurement, and IT.
• Ensure seamless onboarding, order fulfilment, and post-sale support through strong interdepartmental collaboration.
• Handle high-level customer escalations, ensuring timely and effective resolution.

Requirements

• Prior experience in a strategic CX leadership role.
• Proven track record of implementing and leading transformational change
• Proven success in leading and motivating large, multi-function teams.
• Strong track record of delivering against KPIs, improving response times, and driving cultural change.
• Proven experience of using data to shape departmental success.
• Experience managing both reactive support and proactive customer care functions
• Confident change agent with experience delivering transformation programs.
• Data-driven decision-maker with strong analytical and reporting skills.
• Excellent communication, interpersonal, and conflict resolution skills.
• Proficient in ERP and CRM systems, Excel, and performance dashboards.

Benefits

Salary- £75,000- £80,000 plus bonus

Hours- 8.00am- 5pm Monday - Friday

Potential work from home 1 day per week