Michael Page
Head of Customer Service (Highly confidential)
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Head of Customer Experience
The Head of Customer Experience is responsible for shaping and delivering a customer-led strategy across the commercial function, ensuring a seamless, consistent, and high-quality experience across all customer touchpoints.
Client Details
A highly successful business.
Description
- Define and deliver a clear Customer Experience (CX) strategy and roadmap, including priority projects, owners, timelines, and success measures.
- Map the end-to-end customer journey for revenue stream customers, identifying moments that drive satisfaction, churn, complaints, or additional cost-to-serve.
- Develop and implement a structured onboarding process for new customers, ensuring clear handover from Sales, accurate account set-up, agreed communication routines, first-order support, credit and delivery expectations, and early-life service checks.
- Embed a customer-first culture across the commercial organisation by agreeing common service principles, communication standards, and escalation/approval routes.
- Act as the voice of the customer at leadership level, using insight, complaint themes, and operational performance data to shape commercial priorities.
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Provide leadership and direction to:
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Group Customer Services Manager
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Customer Services Manager
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Customer Feedback for the business
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Own the Voice of Customer (VoC) framework, including surveys, customer calls, complaint themes, service data, sales feedback, and structured feedback from key accounts.
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Ensure structured collection and analysis of:
- Customer feedback, including CSAT, NPS, and onboarding satisfaction.
- Complaints, including root cause, resolution ownership, recurrence, and customer impact.
- Service performance data, including response times, SLA achievement, order accuracy, credit/rework levels, and first-contact resolution.
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Operational Excellence, Order Accuracy & Compliance
Continuous Improvement
Customer Channels & Experience Consistency
Leadership & Capability
Profile
- Proven experience in a customer experience, service, or commercial leadership role.
- Experience managing operational teams and driving performance.
- Track record of delivering customer-led improvements and transformation.
- Experience improving operational processes, service controls, order accuracy, compliance discipline, or cross-functional ways of working.
Job Offer
- Monday to Friday 8-5pm
- £65K Salary
Benefits
- ER 10% and EE 5%
- Car Allowance £4K
- 5 times Life Cover
- Bupa Health Cover
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