Head of Customer Experience – Newly Created Role

Artemis Human Capital; Newtownabbey; Hybrid; GBP 55,000 - 65,000; Full time

Job summary

A leading Utilities firm seeks a Head of Customer Experience to shape a strategic CX vision. This role involves leading large teams, optimizing processes, and ensuring excellence at customer touchpoints. The ideal candidate will bring leadership skills and a background in implementing impactful CX strategies.

Benefits

Private healthcare

Pension scheme with employer contribution of 8%

25 days annual leave plus public holidays

Flexible and hybrid working arrangements

Life insurance and income protection

Professional development and training

Qualifications

• 5+ years of experience in customer experience leadership roles, preferably in the energy sector.
• Proven track record of implementing successful CX strategies.
• Expertise in CX tools and analytical data interpretation.

Responsibilities

• Develop and execute a comprehensive CX strategy aligned with business goals.
• Lead and inspire cross-functional teams to deliver exceptional customer experiences.
• Champion customer advocacy and ensure the voice of the customer is embedded in decision-making.

Skills

Leadership

Communication

Stakeholder Management

Analytical Mindset

Tools

CX Tools

CRM Systems

Customer Journey Mapping

Job description

Head of Customer Experience

Artemis Human Capital is proud to be exclusively partnering with a leading Utilities firm to recruit a Head of Customer Experience (CX), as the company transitions to its new state-of-the-art offices in Mallusk.

This is an exciting newly created leadership role, reporting directly to the Sales Director, with a strategic focus on elevating the customer journey and delivering excellence at every touchpoint. The ideal candidate will bring a strong background in leading large-scale operational teams, with a proven track record of optimising processes and implementing impactful customer-centric strategies.

Key Responsibilities

• Develop and execute a comprehensive CX strategy aligned with business goals.
• Lead and inspire cross-functional teams to deliver exceptional customer experiences.
• Establish and monitor CX metrics, KPIs, and feedback loops to drive continuous improvement.
• Champion customer advocacy and ensure the voice of the customer is embedded in decision-making.
• Collaborate with sales, onboarding, billing, and marketing teams to enhance customer touchpoints.
• Implement best-in-class CX practices and digital tools to streamline customer interactions.
• Manage customer feedback channels and oversee resolution of escalated issues.
• Stay abreast of industry trends and regulatory changes impacting customer experience.

Qualifications

• 5+ years of experience in customer experience leadership roles, preferably in the energy sector.
• Proven track record of implementing successful CX strategies and initiatives.
• Strong leadership, communication, and stakeholder management skills.
• Expertise in CX tools, CRM systems, and customer journey mapping.
• Analytical mindset with the ability to interpret data and drive insights.

Leadership & Best Practices

The Head of CX will be a strategic leader who fosters a culture of empathy, accountability, and innovation. They will lead by example, mentor teams, and promote best practices in customer engagement, service design, and operational excellence. This role requires a proactive mindset, resilience, and the ability to influence at all levels of the organisation.

Compensation & Benefits

• Base Salary: £55,000 – £65,000 per annum (depending on experience)
• Performance Bonus: Up to 25% of base salary
• Private healthcare
• Pension scheme with employer contribution of 8%
• 25 days annual leave plus public holidays
• Flexible and hybrid working arrangements
• Life insurance and income protection
• Professional development and training

Contact

Nicky Strutt for more information