Head of Customer Experience and Insights

Role Overview

Shape customer experience from the ground up, build a customer-first organisational capability, and lead customer experience strategy, service design, research, insights, segmentation, and voice of customer.

What You Will Do

Work with the Chief Customer Officer to lead customer experience work, build the capability to understand customers and translate that understanding into action, and ensure the customer and community perspective informs everything from service design and digital experiences to operational improvements and strategic investment.

Why It Might Be a Fit

A proven customer experience leader with senior-level experience in customer experience, service design, customer insights, or customer strategy, and a track record of establishing, transforming, or maturing customer-focused capabilities.

Requirements

• Senior-level experience in customer experience, service design, customer insights, or customer strategy
• A track record of establishing, transforming, or maturing customer-focused capabilities
• Deep expertise in customer research, insight, segmentation, and voice-of-customer approaches
• Strong service design and customer journey capability, with experience redesigning services around customer needs
• Experience integrating customer, digital, and operational data to identify opportunities and influence decisions
• The ability to influence senior stakeholders and create alignment across complex organisations
• Experience building and leading multidisciplinary teams
• A strong commitment to accessibility, inclusion, and understanding the needs of diverse communities

Benefits

• Flexible working arrangements including up to 2 days working from home
• Comprehensive wellbeing programme, including one paid wellbeing day annually
• Formal and informal professional development opportunities
• 5 weeks annual leave accrual will be available following 2 years of continual service