Head of Customer Experience — Strategic, Board‑Level Leader

Wolviston Management Services Ltd; Tees Valley; On-site; GBP 90,000 - 120,000; Full time

Job summary

Wolviston Management Services are seeking a Head of Customer Experience to shape and deliver a strategic CX programme across the business.

This senior role reports to the Board/CEO and works with Sales, Marketing, Operations, Logistics and Installation to drive customer loyalty and operational excellence.

You will own end-to-end journey mapping, VOC initiatives, and CX KPIs, leading a high-performing team in a fast-paced KBB ecommerce environment.

Qualifications

• Senior leadership experience in customer experience strategy.
• Proven track record of improving CX metrics in ecommerce.
• Strong collaboration across Sales, Marketing, Ops and Logistics.

Responsibilities

• Develop and execute a company-wide CX strategy aligned to objectives.
• Lead the evolution of customer service into a proactive CX function.
• Present performance insights to the Board with strategic recommendations.
• Champion a customer-first culture across the business.
• Map and continuously improve the end-to-end customer journey.
• Own and enhance Voice of Customer programmes (NPS, CSAT, CES).
• Develop CX KPIs, SLAs and executive dashboards.
• Drive improvements to satisfaction, loyalty and advocacy.
• Collaborate with cross-functional teams to ensure seamless channels.
• Lead and develop CX and Customer Service managers.

Skills

Head of CX leadership

KBB sector experience

E-commerce / omnichannel

Data-driven decision making

Stakeholder management

Tools

CRM systems

Customer analytics platforms

Job description

Wolviston Management Services are seeking a Head of Customer Experience to shape and deliver a strategic CX programme across the business.

This senior role reports to the Board/CEO and works with Sales, Marketing, Operations, Logistics and Installation to drive customer loyalty and operational excellence.

You will own end-to-end journey mapping, VOC initiatives, and CX KPIs, leading a high-performing team in a fast-paced KBB ecommerce environment.