Head of Customer Experience

Location: Rugby | Full-Time | On-Site

A strategic leadership role responsible for shaping and delivering the company’s Customer Experience strategy, driving customer satisfaction, retention, commercial growth, and operational excellence across the entire customer journey.

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• Lead and develop a high-performing Customer Services team.
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• Drive customer satisfaction, retention, loyalty, and lifetime value.
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• Oversee escalated customer issues and ensure exceptional service delivery.
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• Develop customer experience strategies and continuous improvement initiatives.
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• Manage departmental KPIs, reporting, SLAs, CRM accuracy and operational performance.
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• Identify commercial opportunities, including consumables revenue and SSP renewals.
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• Collaborate with Sales, Marketing, Engineering, Logistics and Finance to improve customer journeys.
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• Use customer feedback and insights to influence business decisions and enhance service delivery.
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• Lead process improvement, SOP development, compliance and quality standards.
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• Strong leadership and people management.
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• Customer-centric with commercial awareness.
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• Excellent communication and stakeholder engagement skills.
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• Strong analytical, reporting and problem-solving abilities.
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• Experienced with CRM systems and KPI management.
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• 3+ years in a senior customer-facing leadership role.
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• Proven experience managing teams and customer escalations.
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• Track record of improving customer retention, service performance and operational efficiency.
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• Experience analysing KPIs and producing management reports.
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• Background in healthcare or technical services.
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• Experience working with marketing on customer engagement campaigns.
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• Knowledge of ISO quality standards and continuous improvement methodologies.
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Customer satisfaction, retention, revenue growth, SSP renewals, SLA performance, complaint resolution, CRM accuracy, team development and continuous improvement outcomes.