Head of Customer Experience

Head of Customer Experience

London (office 3 to 4 days per week) | £95,000 to £110,000

Own the post-purchase customer experience for a high-growth online consumer business serving millions of customers a year. Reporting to the VP of Customer Experience, you'll lead the strategy and the team that decide how every customer journey and touchpoint works after the point of sale.

The product is complex and the stakes for customers are high: when they get in touch, it matters. Millions of customers, digital-first delivery, and contact that spikes at the moments people care most about. Designing journeys that work and bring commercial value to the organisation is one of the key success measures.

What you'll own

• The post-purchase customer experience strategy: every journey, every touchpoint, and the decisions about how they change
• Customer journey mapping and friction hunting: using data and customer insight to find where experiences break, then fixing the process rather than the symptom
• The post-purchase communications strategy, working with the communications lead so every message earns its place
• Alignment with contact centre operations: designed journeys that hold up against real volumes, real spikes and real operational constraints
• The customer experience technology agenda: making sure the platforms behind the experience are doing what the strategy needs
• A multidisciplinary team: mentoring, developing, and building a culture that ships improvements rather than decks

You'll work across Data and Insights, Product, Commercial, Finance, Workforce Planning and Customer Operations, and you'll be trusted to set the direction.

Our ideal applicant

• A customer leader: currently leading a customer experience or customer journey function in a high-volume consumer business
• Has worked where the product is complex and the customer's moment of need is high-stakes, and knows how that changes journey design
• Proven at journey mapping and process improvement with measurable results, revenue or cost, attached
• Fluent in customer experience technology, CRM platforms and what contact centre operations can actually absorb
• Influences across departments without owning them: commercial, product and operational leaders take this person's calls
• Strategic and analytical in equal measure, and clear when explaining complex things to people who are busy

The package

• £95,000 to £110,000
• London office, 3 to 4 days per week
• Pension with employer contribution
• 25 days holiday plus bank holidays, rising with service
• Personal training budget
• Enhanced parental leave