Head of Customer Experience & Growth (Hybrid)

Club Rugby; Manchester; Hybrid; GBP 36,000 - 60,000; Full time

Benefits offered by this job

Cycle toWork Scheme

Generous Holidays

Job summary

British Cycling is seeking a Head of Customer Experience in Manchester to lead the CX strategy and deliver a seamless journey for members, riders, volunteers, fans and partners.

You will define and embed an operating model, improve access to cycling, select and optimise customer service platforms, and develop CX measures to drive improvements and inform leadership decisions. Hybrid working available.

Qualifications

• Proven experience leading customer experience transformation, service centralisation or operational improvement within a complex organisation.
• Designing and implementing cross-functional or hub-and-spoke service models.
• A strong track record of introducing and improving omnichannel customer service models and customer platforms.
• Experience developing customer experience measurement frameworks, including CSAT, NPS and customer journey insights.
• Excellent stakeholder management skills, with the ability to influence senior leaders and drive change in complex environments.
• Experience within membership organisations, sport, charities, public sector or other multi-stakeholder environments would be advantageous.
• Knowledge of platforms such as Zendesk, Freshdesk, Salesforce Service Cloud or similar customer experience technologies would be beneficial.
• A passion for creating inclusive, customer-focused services that support growth, engagement and long-term participation.

Responsibilities

• Defining and leading British Cycling's customer experience strategy, ensuring members, riders, volunteers, fans and partners feel a stronger sense of belonging and connection to cycling.
• Building and embedding a customer experience operating model that connects products, services, teams and community touchpoints into a seamless customer journey.
• Improving customer entry routes into cycling by making pathways to ride, train, lead, volunteer and watch easier to understand and access.
• Leading the selection, implementation and continuous improvement of customer service platforms and digital infrastructure.
• Developing meaningful customer experience measures, including customer satisfaction, Net Promoter Score and customer journey insights, to drive service improvements.
• Acting as the voice of the customer at executive level, ensuring customer needs and accessibility considerations shape organisational decision-making.
• Leading, developing and inspiring the Customer Experience team to deliver outstanding support and positive customer experiences.
• Using customer insight and data to identify barriers, improve access and support growth in participation, engagement and retention.
• Building influential relationships with senior leaders and stakeholders to ensure customer experience contributes to long-term organisational success.

Skills

Leading CX transformation

Cross-functional service models

Omnichannel CX

CX measurement frameworks

Stakeholder management

Tools

Zendesk

Freshdesk

Salesforce Service Cloud

Job description

British Cycling is seeking a Head of Customer Experience in Manchester to lead the CX strategy and deliver a seamless journey for members, riders, volunteers, fans and partners.

You will define and embed an operating model, improve access to cycling, select and optimise customer service platforms, and develop CX measures to drive improvements and inform leadership decisions. Hybrid working available.