Head of Customer Experience in Belfast

At 1-Experience Group, our purpose is simple: Everyone deserves to feel cared for. We are a growing organisation operating across healthcare recruitment, workforce solutions, managed services and complex care in the UK and Ireland.

We are seeking an exceptional Head of Customer Experience to lead and transform the experience delivered to our clients, candidates and colleagues. This strategic leadership role is responsible for designing and improving every stage of the customer journey—from first enquiry through recruitment, onboarding, compliance, placement and ongoing support.

• Develop and implement the Group Customer Experience Strategy.
• Create and maintain end-to-end customer journey maps across clients and candidates.
• Define service standards and performance measures.
• Establish customer feedback, satisfaction and retention programmes.
• Drive a culture of continuous improvement and customer‑centric thinking.

• Own the candidate journey from attraction through to placement and retention.
• Improve onboarding, compliance and communication processes.
• Increase candidate engagement, conversion and retention.
• Lead initiatives to reduce onboarding times and measurably improve candidate satisfaction.

• Ensure an outstanding experience across recruitment, workforce solutions and managed services.
• Introduce structured client feedback and service review programmes.
• Lead service recovery and complaint resolution processes.
• Improve client retention and long‑term partnership outcomes.

• Identify opportunities to simplify processes and remove friction.
• Work closely with Recruitment, Compliance, Payroll, Training and Operations teams.
• Drive automation and digital adoption across customer‑facing processes.
• Support implementation and optimisation of systems including CRM, ATS and candidate applications.

• Develop customer‑focused teams and initiatives.
• Embed company values and service standards.
• Champion a culture where every colleague understands their impact on customer outcomes.

• Established a Group‑wide Customer Experience Framework within 12 months.
• Introduced meaningful customer and candidate feedback measures.
• Improved key performance metrics across operations teams.
• Increased client and candidate retention.
• Reduced customer complaints and service failures.
• Delivered measurable improvements in customer satisfaction.
• Embedded a culture of continuous improvement across the business.

• Experience leading Customer Experience, Service Delivery, Operations or Transformation functions.
• Strong understanding of customer journey design and process improvement.
• Ability to analyse data and turn insight into action.
• Experience managing and developing teams.
• Excellent stakeholder management and communication skills.

• Healthcare, recruitment, workforce solutions or managed services experience.
• Experience implementing CRM, ATS or digital transformation projects.
• Knowledge of customer satisfaction methodologies including NPS and CSAT.
• Experience working in a regulated environment.

This is an opportunity to help shape the future of a growing and ambitious organisation operating across the UK and Ireland. You will work directly with the Executive Team to build industry‑leading customer experiences, influence strategic decisions and play a key role in delivering our vision of becoming the most trusted workforce partner in healthcare.

• 32 days Annual leave (including 10 days bank holidays).
• Length of service increase (3, 5, 7 years resulting in an additional 6 day Annual Leave).
• Additional day of annual leave on your birthday.
• Health Cash Plan & Private Health Insurance.
• Generous Maternity Pay.
• Death in Service Benefit (4 times salary).
• Salary Sacrifice Pension Scheme with generous employer contribution.
• On‑site parking.
• Training and development programs.
• Employee Assistance Programs.