Head of Customer Experience
Automotive
Hybrid | Remote-first with occasional UK travel
up to £90,000 + Bonus + Car Allowance
We're partnering with a well-known UK consumer business that's investing heavily in its customer proposition and digital transformation. As part of that journey, they're looking to appoint a Head of Customer Experience to shape and lead a newly created function.
This is a rare opportunity to define how customers experience the brand across every touchpoint, bringing together digital, retail and operational journeys into one seamless end-to-end experience.
Reporting into the CMO, you'll take ownership of the customer journey across the full lifecycle, working cross-functionally with Marketing, Product, Digital, Retail, Customer Operations and Technology to improve how customers engage with the brand.
The Head of Customer Experience will:
Automotive
Hybrid | Remote-first with occasional UK travel
up to £90,000 + Bonus + Car Allowance
We're partnering with a well-known UK consumer business that's investing heavily in its customer proposition and digital transformation. As part of that journey, they're looking to appoint a Head of Customer Experience to shape and lead a newly created function.
This is a rare opportunity to define how customers experience the brand across every touchpoint, bringing together digital, retail and operational journeys into one seamless end-to-end experience.
Reporting into the CMO, you'll take ownership of the customer journey across the full lifecycle, working cross-functionally with Marketing, Product, Digital, Retail, Customer Operations and Technology to improve how customers engage with the brand.
The Head of Customer Experience will:
- Lead the development of the end-to-end customer experience strategy across digital and physical channels.
- Map, analyse and optimise customer journeys to improve engagement, conversion and retention.
- Partner with senior stakeholders across Marketing, Retail, Product, Technology and Operations to drive customer-centric decision making.
- Use customer insight, research and data to identify opportunities for continuous improvement.
- Embed customer experience principles into business processes and ways of working.
- Champion service design and customer journey thinking across the organisation.
- Develop measurement frameworks and KPIs to demonstrate commercial impact.
- Experience leading customer experience, service design or customer journey transformation within a large consumer-facing organisation.
- A strong understanding of both digital and physical customer journeys.
- The ability to influence senior stakeholders and drive change across multiple business functions.
- Experience using customer insight and data to shape strategy and improve commercial outcomes.
- A collaborative leadership style with the credibility to build a new function from the ground up.
