Candidate Opportunity Brief
Ready to apply Before you do, make sure to read all the details pertaining to this job in the description below.
Position: Head of Customer Experience
Confidentiality: N/A
Ford & Stanley Executive Search (Part of the Ford & Stanley Talent Services Group) are a leading Executive search and talent advisory firm specialising in the following sectors:
Rail & Transportation
Civils & Construction
Manufacturing & Supply Chain
Technology & Cyber Security
Logistics & Intermodal Freight
Defence
Our search directors, search consultants and in house research team specialise in retained opportunities at the highest level of organisational leadership and management.
Our success is based upon a blend of trust-driven relationships, robust market knowledge, and working practices that ensure the best possible alignment of organisational need with experience and personal ambition.
Working with business leaders on bespoke assignments for over a decade, we understand exactly what our customers expect from an executive search and talent advisory service – whether there is a pressing business need for an executive interim or that of a long-term permanent appointment - Ford & Stanley Executive Search provide the solution.
Below you will find a ‘Candidate Opportunity Brief’ developed from notes taken during the scoping meeting (Situational Discovery) held between the Principal Consultant of Executive Search & Senior Consultant and the Commercial & Customer Director & TA.
This brief is designed to give candidates a deeper insight into the opportunity inherent within the role, the challenges the role presents, and provide access to the detail that sits behind the job specification.
Challenges expected within the first 12 months include:
Bring pace, simplicity and visible accountability to a seven-workstream customer confidence programme that is strategically important.
Align multiple directorates and external rail stakeholders around clearer, more consistent customer information during disruption.
Create practical, customer-led improvements across information, accessibility, loyalty and retention, with clear measures of progress and ownership across the team.
Key deliverables within the first 12 months include:
Deliver the agreed customer confidence programme milestones at pace, establishing a credible path from approximately 75% customer satisfaction towards the 90% target by 2030.
Provide effective leadership through the Sheffield in-house contact centre transition and embed improving customer service standards following its November go-live.
Create practical, customer-led improvements across information, accessibility, loyalty and retention, with clear measures of progress and ownership across the team. xsabvtc
Essential Hard Skills (Skills & Experience)
A proven record of leading customer transformation in a large, complex and consumer-facing organisation, ideally retail, consumer telecommunications or a similarly tangible service environment.
End-to-end customer e...
Head of Customer Experience in Sandy employer: Ford & Stanley Executive Search
Ford & Stanley Executive Search is an exceptional employer, offering a dynamic work culture in the heart of London that fosters collaboration and innovation. Employees benefit from tailored professional development opportunities and a strong emphasis on building trust-driven relationships, making it an ideal environment for those seeking meaningful and rewarding careers in executive search and talent advisory.
Contact Details:
Ford & Stanley Executive Search Recruitment Team
