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- Tasks: Lead the transformation of customer experience through innovative strategies and a skilled team.
- Company: Join Link Group, a forward-thinking organisation focused on enhancing customer engagement.
- Benefits: Enjoy a hybrid work model, competitive salary, and a supportive, values-driven culture.
- Why this job: Make a real impact by embedding a customer-first ethos and shaping service excellence.
- Qualifications: Strong leadership in customer engagement and understanding of modern CX methodologies required.
- Other info: Confidential discussions available; apply by 28th July 2025.
The predicted salary is between 78600 - 100000 £ per year.
Director of Customer Experience
Link Group
Falkirk/Hybrid
£92,664 – £112,651 p.a.
Full-time
More information can be found on our dedicated recruitment microsite:
Are you a visionary leader passionate about customer experience, data-driven service transformation, and leading change? Link Group is seeking an exceptional Director of Customer Experience to shape and drive the Group’s ambitious and high-impact Customer Experience Strategy. This is a pivotal, senior leadership role that sits within the Communities Directorate and carries the opportunity to influence meaningful change across the Link Group’s broad portfolio.
This newly formed directorate isn’t about traditional housing or digital services – it’s a strategic reimagining of how we engage with our customers. People, data, change and technology are the pillars of this transformation. You’ll lead the co-design and delivery of a unified Customer Hub – a responsive, intelligent, and customer-first model of service – leading a newly formed and skilled team of colleagues. The role is based at Watling House in Falkirk, with limited travel required, and offers a collaborative and supportive environment under a values-led executive team.
Our challenge is clear. As Link has grown, so has the volume and complexity of customer contact. The way we operate must evolve to match this. From reducing call volumes and wait times to enabling seamless digital self-service, our goals are to eliminate duplication, enhance customer satisfaction, and build services that anticipate and meet the diverse needs of our customers. This means introducing automation, implementing skills-based routing, and leveraging powerful CRM and CCaaS platforms to deliver a consistent and intuitive experience across all channels.
You’ll bring strong leadership experience in customer engagement from any large-scale customer-facing industry, with a deep understanding of modern CX methodologies, including journey mapping, agile test-and-learn approaches, and digital self-service design. You don’t need to be a technologist, but you must be tech-savvy – able to align digital capabilities with what customers truly want and need. Experience managing transformation at scale and leading cultural change will be vital.
This is more than a service improvement initiative – it’s about embedding a customer-first ethos at the heart of everything we do. You’ll have the strategic scope to implement systems and tools that translate real-time data into meaningful insights, enabling predictive, personalised, and proactive service. You’ll also play a key role in shaping the wider Group’s business planning and strategy.
If you are inspired by the opportunity to lead a programme of genuine impact – improving lives, building trust, and setting new standards in service excellence – then we would love to hear from you.
For a confidential discussion about the role, get in touch with Nigel Fortnum or David Currie at Aspen People on 0141 212 7555.
More information can be found on our dedicated recruitment microsite at:
Closing date for applications: Monday 28th July 2025
To apply, please submit your CV and cover letter(as one combined document) via the apply button.If you are unable to combine your documents, then please email your cover letter to
Offers of appointment are subject to the receipt of satisfactory references and proof of eligibility to work in the UK.
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Director of Customer Experience employer: Aspen People
Contact Detail:
Aspen People Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director of Customer Experience
✨Tip Number 1
Familiarise yourself with the latest trends in customer experience and service transformation. Understanding methodologies like journey mapping and agile approaches will help you speak the same language as the hiring team.
✨Tip Number 2
Network with professionals in the customer experience field, especially those who have experience in large-scale transformations. Engaging with industry leaders can provide insights and potentially valuable connections that may benefit your application.
✨Tip Number 3
Prepare to discuss specific examples of how you've led change in customer engagement. Highlighting your experience with data-driven decision-making and technology integration will demonstrate your capability for this strategic role.
✨Tip Number 4
Research Link Group's current customer engagement strategies and challenges. Tailoring your conversation to show how your vision aligns with their goals will make a strong impression during any discussions.
We think you need these skills to ace Director of Customer Experience
Some tips for your application 🫡
Understand the Role: Before you start writing, make sure you fully understand the responsibilities and expectations of the Director of Customer Experience role. Tailor your application to highlight how your experience aligns with their vision for customer engagement and service transformation.
Craft a Compelling Cover Letter: Your cover letter should not only introduce yourself but also demonstrate your passion for customer experience and leadership. Use specific examples from your past roles that showcase your ability to lead change and implement customer-first strategies.
Highlight Relevant Experience: In your CV, focus on your leadership experience in customer engagement and any relevant methodologies you've employed, such as journey mapping or agile approaches. Quantify your achievements where possible to illustrate the impact of your work.
Proofread and Format: Ensure your CV and cover letter are well-formatted and free of errors. A polished application reflects your attention to detail and professionalism. Consider having someone else review your documents before submission to catch any mistakes you might have missed.
How to prepare for a job interview at Aspen People
✨Showcase Your Vision
As a candidate for the Director of Customer Experience, it's crucial to articulate your vision for customer engagement. Prepare to discuss how you would shape and drive a customer experience strategy that aligns with the company's goals, focusing on innovation and transformation.
✨Demonstrate Data-Driven Decision Making
Highlight your experience with data analytics and how it informs your decision-making process. Be ready to provide examples of how you've used data to enhance customer satisfaction and streamline operations in previous roles.
✨Emphasise Leadership and Cultural Change
This role requires strong leadership skills. Share specific instances where you've led teams through change, particularly in customer-facing environments. Discuss how you foster a customer-first culture and engage your team in this mission.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities in real-world situations. Think about challenges you've faced in customer experience management and how you overcame them, especially regarding technology integration and service improvement.
