Head of Customer Experience
Bristol
Permanent
About this role
As Head of Customer Experience, you'll lead the teams and initiatives that shape every stage of the customer journey. Responsible for Quality Assurance, Training & Development, Complaints, Continuous Improvement and designated operational teams, you'll use customer insight, performance data and colleague development to drive service excellence, improve customer outcomes and support business growth.
Key Responsibilities:
- Lead and enhance the customer experience strategy across the business.
- Drive improvements in customer satisfaction, advocacy and service performance.
- Oversee Quality Assurance, Training, Complaints and Continuous Improvement functions.
- Use customer feedback, operational data and quality insights to identify and implement improvements.
- Lead service transformation, innovation and customer-focused change initiatives.
- Ensure operational KPIs, SLAs and quality standards are consistently achieved.
- Develop high-performing leaders and teams through coaching, engagement and performance management.
- Build a culture of accountability, continuous improvement and customer-centricity.
Essential Skills & Experience:
- Senior leadership experience within Contact Centre Customer Experience, Customer Service or Operations.
- Experience leading Quality Assurance, Training, Complaints and/or Continuous Improvement functions.
- Strong understanding of customer experience metrics, insight and service improvement.
- Proven ability to translate data and customer feedback into measurable business outcomes.
- Exceptional stakeholder management and influencing skills.
- Track record of leading, developing and motivating high-performing teams.
- Commercially aware with a focus on customer and operational performance.
You'll Be:
- A passionate advocate for exceptional customer experiences.
- An inspirational and engaging people leader.
- Customer-focused, commercially minded and results-driven.
- Collaborative, resilient and comfortable operating in a fast-paced environment.
- Committed to continuous improvement and organisational excellence.
Further Details:
- Full-time role based in Bristol.
- Reporting to the Operations Director.
- Leadership responsibility for Complaints, Training and designated operational teams.
- A highly visible role with the opportunity to shape customer experience strategy and influence business-wide performance.
- Join a growing organisation where you can make a significant and lasting impact.
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Head of Customer Experience employer: Healix Health
Healix Health in Esher is an exceptional employer, offering a supportive work culture that prioritises employee well-being and professional growth. With competitive benefits such as 25 days of annual leave, a pension scheme, and life assurance, employees are encouraged to thrive both personally and professionally in a dynamic environment focused on risk management and compliance.
