At a Glance
- Tasks: Lead the Customer Experience strategy and drive meaningful improvements.
- Company: Join Karbon, a values-driven organisation focused on customer impact.
- Benefits: Enjoy 26 days annual leave, flexible benefits, and funding for your growth.
- Other info: Inclusive workplace welcoming diverse backgrounds and experiences.
- Why this job: Make a real difference by shaping customer experiences and influencing change.
- Qualifications: Proven leadership skills and a passion for customer-centric service improvement.
The predicted salary is between 67534 - 67534 £ per year.
Come and make a difference at Karbon as the Head of Customer Experience. We're looking for an inspiring and experienced leader to join us as our Head of Customer Experience. This is a rare opportunity to shape how customers experience Karbon, influence change across the organisation and make a lasting difference to people's lives. Our Customer Experience team works in collaboration across Karbon to listen to customers and colleagues, learn from their experiences and deliver meaningful improvements that matter.
About The Role
We're looking for an exceptional Head of Customer Experience to lead the development and delivery of our Customer Experience strategy, shaping how we listen to customers, improve services and build a strong customer culture across the organisation. This is a visible, high-impact leadership role for someone who can combine strategic thinking with practical delivery. You will lead our approach to customer insight, complaints learning, digital customer experience and service improvement turning feedback into action and making sure the customer voice drives real, lasting change. You’ll work across the organisation to influence leaders, build trusted relationships and create the conditions for others to take ownership of improvement helping to shape services that work better for customers and colleagues alike.
About You
This role will suit a values-led, strategic and highly collaborative leader who is passionate about putting customers at the heart of every decision. You'll be curious, insight-driven and motivated by making a visible difference, turning customer feedback, complaints and performance data into meaningful service improvement. You'll bring confidence to influence at every level, credibility to lead change across the organisation and energy to champion a strong customer culture across the Group. You’ll be equally comfortable setting direction and delivering results, with strengths in leadership, coaching, stakeholder engagement, digital customer experience, service design and performance improvement. Above all, you’ll be a positive role model who lives our values, inspires others and brings pace, empathy and accountability to your work. This is a fantastic opportunity for a leader who enjoys building capability, cultivating trust and empowering others to deliver better outcomes for customers.
Working With Us
You’ll be part of our Customer Experience team, led by Wendy Graham, Group Director of Customer Experience. If you’d like an informal conversation about the role, feel free to reach out to Wendy.
Key Details
- Permanent role
- Salary: 67,534 per annum
- Location: Gosforth, Newburn or Stanley, TBC with some homeworking available
- Travel to other offices required; access to a car beneficial
- 37 hours per week
We recognise the contribution people with criminal records can make as colleagues and we welcome all applications. A criminal record will not exclude a candidate from being appointed because of offences that are irrelevant to, and do not place them at, or make them a risk in the role they’re applying for. The role you’re applying for is covered by the Rehabilitation of Offenders Act 1974 (ROA). You will be asked to submit a basic disclosure and barring check application during pre‑employment checks.
Benefits
- 26 days annual leave (rising to 31 after 3 years)
- Birthday leave
- Occupational pension
- Health cash plan
- Flexible benefits pot
- Access to funding for qualifications, conferences, and learning events
Key Dates
- Closing date for applications: Sunday 14 June 2026
- Interview date: Thursday 25 June 2026, in our office at Gosforth Business Park, Newcastle Upon Tyne.
We're Inclusive
We’re proud to be an inclusive employer. We welcome applications from people of all backgrounds, identities, and experiences. If you have a disability and meet the essential criteria, you’ll be guaranteed an interview. If you need a reasonable adjustment to apply, contact us.
Head of Customer Experience in Gateshead employer: Karbon Homes
At Karbon, we are committed to creating a positive and impactful work environment for our employees. As the Head of Customer Experience, you will not only lead a dynamic team but also have the opportunity to shape customer interactions and drive meaningful change across the organisation. With a strong focus on employee growth, flexible working options, and a culture that values inclusivity and collaboration, Karbon is an excellent employer for those looking to make a difference in the lives of others while advancing their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Experience in Gateshead
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those at Karbon. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for the interview by understanding Karbon's values and customer experience approach. Show us how your leadership style aligns with their mission to put customers first.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've turned customer feedback into action. We love hearing about real-life impacts you've made.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the team at Karbon.
We think you need these skills to ace Head of Customer Experience in Gateshead
Some tips for your application 🫡
Show Your Passion:Let your enthusiasm for customer experience shine through in your application. We want to see how much you care about making a difference and putting customers at the heart of everything you do.
Be Specific:When detailing your experience, be specific about your achievements and how they relate to the role. Use examples that highlight your strategic thinking and practical delivery skills, as these are key for us.
Tailor Your Application:Make sure to tailor your application to reflect the values and culture of Karbon. We’re looking for someone who embodies our commitment to collaboration and improvement, so align your language and examples accordingly.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity to lead our Customer Experience team.
How to prepare for a job interview at Karbon Homes
✨Know Your Customer Experience Strategy
Before the interview, dive deep into Karbon's current customer experience strategy. Understand their approach to customer insights and service improvements. This will help you articulate how your vision aligns with theirs and demonstrate your strategic thinking.
✨Showcase Your Leadership Style
Prepare examples that highlight your leadership style and how you've successfully influenced change in previous roles. Be ready to discuss how you build trust and empower teams, as this is crucial for a role that requires collaboration across the organisation.
✨Be Data-Driven
Since the role involves turning feedback into action, come prepared with examples of how you've used data to drive service improvements. Discuss specific metrics or performance data you've worked with and the impact it had on customer satisfaction.
✨Ask Insightful Questions
Prepare thoughtful questions that show your curiosity about Karbon's culture and customer experience initiatives. Inquire about their biggest challenges in customer experience and how they envision the Head of Customer Experience contributing to solutions.
