Head of Customer Experience & Transformation

Nigel Wright Recruitment; Harrogate; On-site; GBP 85,000 - 110,000; Full time

Job summary

Nigel Wright Recruitment is looking for an experienced Head of Customer Service to lead and transform a fast-growing customer function. The role is office-based in North Yorkshire with executive visibility and long-term career potential.

You will own the customer service operation, define the vision, strategy and measures, and drive improvements to scale the function for future growth while shaping the customer experience at a strategic level.

Qualifications

• Proven experience leading customer service or CX teams.
• Track record of implementing KPIs and service standards.
• Strong systems/process transformation expertise.

Responsibilities

• Develop and implement a customer service and customer experience strategy.
• Create meaningful service metrics, KPIs and reporting frameworks.
• Lead technology, automation and CRM initiatives to improve service delivery.
• Develop leaders and build capability within the team.
• Work cross-functionally to ensure customer insight informs business decisions.
• Support the integration and scaling of the customer function as the organisation grows.

Skills

Leadership

KPIs & metrics

CRM systems

Process improvement

Stakeholder management

Tools

CRM platforms

Job description

Nigel Wright Recruitment is looking for an experienced Head of Customer Service to lead and transform a fast-growing customer function. The role is office-based in North Yorkshire with executive visibility and long-term career potential.

You will own the customer service operation, define the vision, strategy and measures, and drive improvements to scale the function for future growth while shaping the customer experience at a strategic level.