Head of Performance & Experience

Kingspan Insulation; Pembridge; Remote; GBP 90,000 - 130,000; Full time

Benefits offered by this job

25 days annual leave

Profit related bonus

Pension scheme

Life Assurance 4x salary

Enhanced parental leave

Buy & Sell annual leave

Service recognition rewards

EV salary sacrifice cars

Cycle to work

Job summary

Kingspan Insulation seeks an experienced Head of Performance & Experience to unite customer experience, marketing effectiveness, digital performance and commercial insight across markets.

The role focuses on leading CX, NPS, brand strategy and HubSpot-driven campaigns, with data-driven decision making and scalable impact across global markets.

Qualifications

• Experience leading CX, marketing, digital or performance functions.
• Strong knowledge of NPS, digital marketing and MarTech.
• Experience using data, analytics and reporting to drive business decisions and ROI.
• Ability to develop strategy while delivering practical delivery.

Responsibilities

• Lead divisional CX and NPS strategy.
• Develop marketing and brand strategy and campaigns.
• Own website and digital performance, UX and conversions.
• Oversee HubSpot and marketing technology platforms.
• Establish KPIs, reporting and ROI measures.
• Use data and insight to identify opportunities and support commercial decisions.

Skills

CX leadership

Marketing leadership

Digital performance

Data & analytics

Stakeholder management

Strategic thinking

Communication

Tools

HubSpot

MarTech platforms

Job description

Kingspan Insulation is looking for an experienced Head of Performance & Experience to lead our divisional approach to customer experience, marketing effectiveness, digital performance and commercial insight.

This role brings together customer experience, NPS, marketing, brand, digital, MarTech and performance reporting, ensuring these areas are connected to clear business outcomes across our markets.

The role can be based anywhere in the region of Great Britain and Ireland.

Key Duties

• Lead the divisional customer experience and NPS strategy, using customer insight to improve journeys and experiences.
• Develop and oversee marketing and brand strategy, including value propositions, campaigns, communications and brand governance.
• Own website and digital performance, driving improvements in UX, engagement, conversion and content.
• Oversee the effective use of HubSpot and other marketing technology platforms.
• Establish clear KPIs, reporting and ROI measures across CX, marketing and digital activity.
• Use data and insight to identify opportunities, improve performance and support commercial decision-making.
• Work with senior leaders and local business units to translate insight into practical actions.
• Provide guidance, tools and best practice to local teams, driving consistency across markets.
• Manage key agencies, technology partners and other external suppliers where required.

About You

• Experience leading CX, marketing, digital or performance functions, ideally across multiple markets or business units.
• Strong knowledge of customer experience, NPS, digital marketing and marketing technology.
• Experience using data, analytics and reporting to drive business decisions and demonstrate ROI.
• The ability to develop strategy while also being comfortable getting involved in practical delivery.
• Strong stakeholder management and influencing skills, with experience working with senior leaders.
• Excellent communication skills and the ability to turn complex insight into clear, practical actions.
• A collaborative approach and the ability to share best practice and build capability across teams.

This is an exciting opportunity to shape customer, marketing and digital performance across a global organisation and make a measurable impact on business growth.

Why Join Kingspan Insulation?

This is an opportunity to play a key role in shaping how customer experience, marketing and digital performance are managed across a leading global organisation.

You will have significant scope to establish frameworks, improve ways of working, enable local teams and demonstrate the commercial value of customer and marketing investment.

If you are an experienced performance, customer experience, marketing or digital leader looking for a role where you can influence strategy, drive transformation and deliver measurable business impact, we'd like to hear from you.

What do we offer?

• 25 days Annual Leave (Plus Bank Holidays)
• Profit Related Bonus
• Contributory pension scheme
• 4 x salary Life Assurance
• Enhanced Maternity, Paternity & Adoption Leave
• Buy & Sell Annual Leave
• Service Recognition Rewards
• Octopus Salary Sacrifice EV Cars Scheme
• Cycle to work scheme