At a Glance
- Tasks: Lead customer experience strategy and champion customer-centric design across the organisation.
- Company: Join Gamma, a fast-growing tech company transforming business communication.
- Benefits: Enjoy 25 days annual leave, private medical insurance, and flexible work options.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Make a real impact by enhancing customer experiences in a collaborative environment.
- Qualifications: Proven leadership in customer experience and strong analytical skills required.
The predicted salary is between 66150 - 80850 £ per year.
- Head of Customer Experience
- A bit about us
At Gamma we provide voice, data, and mobile solutions to businesses across the UK, Germany, Spain, and the Benelux region.
Our people are at the heart of everything we do.
When you join us, you’ll be part of a collaborative, forward-thinking team that’s transforming how businesses connect and communicate globally.
We’re growing fast, but we never lose sight of what matters: our people.
Whether you're looking to develop your skills, take on new challenges, or make a meaningful impact, Gamma is the place to do it.
Who are we looking for?
We’re looking for an experienced Head of Customer Experience to ensure our customers and partners are at the centre of everything we design, build, and deliver.
Reporting into the Product Design & Delivery function, you’ll provide strategic leadership across Business Analysis, User Experience, Digital Learning Design, and Customer Experience Quality Assurance, bringing these capabilities together around a shared focus on customer and partner outcomes.
You’ll act as Gamma’s champion for customer and partner centricity, ensuring our products, services, and processes are easy to buy, easy to use, easy to support, and easy to do business with.
Working closely with Product, Technology, Commercial, Sales, Customer Success, and Operations, you’ll ensure customer insight and behaviour shape decision making throughout the product and delivery lifecycle.
You’ll establish a culture where customer outcomes are measured, understood, and continuously improved, helping Gamma deliver consistent and differentiated customer and partner experiences.
What will you be doing day-to-day?
- Acting as the voice of customers and partners across product and delivery.
- Defining and championing personas, customer journeys, experience principles, and standards.
- Establishing Voice of Customer and Voice of Partner practices.
- Setting the Customer Experience strategy, KPIs, and success measures.
- Leading Business Analysis, UX and Research, Digital Learning Design, and
- Customer Experience Quality Assurance.
- Embedding customer-centred design and insight into product development and delivery.
- Ensuring customer journeys are tested and validated before release.
- Identifying opportunities to simplify experiences, remove friction, and improve adoption.
- Using customer feedback, research, and data to drive continuous improvement.
- Building strong relationships with senior stakeholders and representing customer priorities in governance and executive forums.
- Leading and developing multidisciplinary teams and capabilities.
- What you'll need
We’re looking for a strategic, commercially aware customer experience leader with experience driving transformation across complex organisations. You’ll have:
- Significant leadership experience across Customer Experience, UX, Service Design, Business Analysis, Product, Digital, or a related field.
- Proven experience leading customer-focused transformation and multidisciplinary teams.
- Strong expertise in customer journeys, personas, research, service design, and experience measurement.
- Strong commercial awareness and the ability to connect customer outcomes to business value.
- Experience working in Agile, product-led, and technology-enabled environments.
- Excellent communication, stakeholder management, and influencing skills.
- Strong analytical and problem-solving skills, using qualitative and quantitative insight to make decisions.
- A commitment to inclusive design, accessibility, and representing diverse customer and partner needs.
What do we offer you?
- 25 days annual leave + birthday
- Subsidised private medical insurance
- 5.1% matched pension contributions
- Enhanced parental leave
- Life assurance and Income protection
- Share save and incentive plans
- Electric Vehicle and Cycle scheme
- Employee discounts
- Volunteer day
- A few things to note
We require all candidates to be eligible to work in the UK and pass a basic DBS check.
If you don't meet every requirement but feel you could thrive in this role, we would still encourage you to apply.
Gamma is an equal-opportunity employer committed to building diverse, inclusive teams where everyone feels valued and can be their authentic selves.
We welcome applicants from all backgrounds, especially those underrepresented in our industry.
As a family-friendly employer, we foster a culture of trust, autonomy, and flexibility to support your work-life balance and help you thrive at Gamma.
For recruitment agencies – we have a network of fantastic partners that support us in our hiring from time to time.
We're not looking to increase that network currently, so please don't send speculative CVs.
- #LI-JM1
- #LI-Hybrid
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Head of Customer Experience in Manchester employer: Gamma Communications plc
At Gamma, we pride ourselves on being an exceptional employer, offering a vibrant work culture that prioritises collaboration and innovation. Our commitment to employee growth is evident through comprehensive development opportunities, competitive benefits like subsidised private medical insurance, and a generous leave policy, all designed to support a healthy work-life balance. Join us in our UK office and be part of a forward-thinking team that values diversity and empowers you to make a meaningful impact in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Experience in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Gamma Communications plc. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Gamma Communications plc before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Experience in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Gamma Communications plc:Your cover letter is your chance to shine! Tell us why you want to work at Gamma Communications plc specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Gamma Communications plc!
How to prepare for a job interview at Gamma Communications plc
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
