At a Glance
- Tasks: Lead the Customer Experience strategy and drive meaningful improvements for customers.
- Company: Join Karbon, a values-driven organisation focused on customer-centric change.
- Benefits: Enjoy 26 days annual leave, flexible benefits, and funding for your professional development.
- Other info: Collaborative environment with opportunities for growth and empowerment.
- Why this job: Make a real impact by shaping customer experiences and influencing positive change.
- Qualifications: Proven leadership skills and a passion for customer service improvement.
The predicted salary is between 67534 - 67534 £ per year.
Come and make a difference at Karbonas. 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. 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 – someone who can turn customer feedback, complaints and performance data into meaningful service improvement.
You’ll bring the confidence to influence at every level, the credibility to lead change across the organisation and the 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 – someone who knows that lasting change happens through collaboration, shared ownership and strong relationships.
Key Details
- Head of Customer Experience – permanent role
- Salary is £67,534 per annum
- Location: Gosforth, Newburn or Stanley, TBC with successful candidates, with some homeworking available
- Travel to our other offices is required, so access to a car would be 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, or 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). The successful candidate(s) 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
Head of Customer Experience in Newcastle upon Tyne employer: Karbon Homes
At Karbon, we pride ourselves on being an exceptional employer that values collaboration, innovation, and the well-being of our employees. As the Head of Customer Experience, you will not only have the opportunity to shape a customer-centric culture but also benefit from a supportive work environment that encourages professional growth through access to funding for qualifications and flexible working arrangements. With a strong emphasis on employee empowerment and a commitment to making a meaningful impact in the community, Karbon is the ideal place for leaders who are passionate about driving positive change.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Experience in Newcastle upon Tyne
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those at Karbonas. A friendly chat can open doors and give you insights that might just set you apart from the crowd.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Research Karbonas, their values, and recent projects. Show us you’re not just another candidate but someone who genuinely cares about making a difference in customer experience.
✨Tip Number 3
Practice makes perfect! Get a friend to do a mock interview with you. This will help you articulate your thoughts clearly and boost your confidence when it’s time to shine.
✨Tip Number 4
Don’t forget to follow up! After your interview, drop a quick thank-you email. It shows your enthusiasm and keeps you fresh in our minds as we make our decision.
We think you need these skills to ace Head of Customer Experience in Newcastle upon Tyne
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for customer experience shine through. We want to see how passionate you are about making a difference and putting customers at the heart of everything you do.
Tailor Your Application:Make sure to customise your application to reflect the specific requirements of the Head of Customer Experience role. Highlight your relevant experience and skills that align with our values and the job description.
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and make sure your key points stand out. This will help us understand your qualifications quickly.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity to shape customer experiences at Karbon.
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 values and how they approach customer feedback. 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 specific examples of how you've used data to drive service improvements. Discuss any tools or methodologies you've employed to gather insights and implement changes effectively.
✨Ask Insightful Questions
At the end of the interview, ask questions that show your curiosity about the company culture and customer engagement strategies. Inquire about how they measure success in customer experience and what challenges they currently face. This demonstrates your genuine interest in making a difference.
