Head of Customer Experience
A newly created role leading customer experience, service performance, and client escalation management, setting up a service management function in a high-growth environment and shaping the end-to-end customer journey.
Client Details
This business is a fast-scaling, technology-led business services organisation undergoing significant investment and transformation. With multiple revenue streams, a rapidly expanding digital product suite, and major plans for growth new functions are needed to ensure success.
This role is the first hire into the new function - starting as a standalone position but quickly building a team and structure around you as the area grows. You will orchestrate the entire customer journey for multiple clients, acting as the single point of entry, improving consistency, and removing friction from the experience.
Description
You will be the voice of the customer and the guardian of an exceptional customer journey. You'll take ownership of service performance, client communications, escalations, insights, and continuous improvement - ensuring every touchpoint is smooth, predictable, and high quality.
This means:
- Acting as the main contact for major or unique client service issues, owning escalations end-to-end
- Bringing order, structure, and clarity to service interactions
- Monitoring SLAs, KPIs, and customer behaviours to identify repeat issues
- Turning data into actionable insights that elevate the customer experience
- Running Monthly Business Reviews with clients where issues / trends present a risk
- Coordinating incident, problem, and change processes
- Removing noise from operational teams by absorbing queries and customer friction
- Building and later leading the new Service Management function - hiring, shaping, and scaling the team as the business grows
- Challenging internally where needed to protect the customer journey and contractual commitments
- Storytelling the impact of great service, bringing stakeholders on the journey
This role blends doing the doing with setting the strategy.
Profile
- Experience in service management, service delivery, or client operations
- Background in shared services, outsourcing, or multi-client environments
- Strong customer journey thinking
- Data-driven, analytical mindset
- Confident communicator able to face senior stakeholders
- Strong problem solving and continuous improvement experience
- Ability to hold the line, manage expectations, and protect the customer experience
- Experience setting up service management
- Experience managing multiple clients and governance frameworks
- Understanding of SLAs and commercial service agreements
Job Offer
- Competitive salary £75,000
- Permanent position based in Manchester (onsite 2 days per week. Tuesday & Thursday - set days)
- Chance to lead a dedicated team and make a meaningful impact on the organisation.
- Excellent benefits and growth opportunists