At a Glance
- Tasks: Lead the development of our Customer Experience strategy and drive meaningful service improvements.
- Company: Join Karbon, a values-driven organisation focused on customer-centric culture.
- Benefits: Enjoy 26 days annual leave, flexible benefits, and funding for your professional growth.
- Other info: Flexible working options and opportunities for career advancement.
- Why this job: Make a real impact by putting customers at the heart of every decision.
- Qualifications: Strong leadership skills and a passion for enhancing customer experiences.
The predicted salary is between 67534 - 67534 £ per year.
Come and make a difference at Karbon as the Head of Customer Experience.
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 – someone who can turn customer feedback, complaints and performance data into meaningful service improvement. You 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’re 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’re a positive role model who lives our values, inspires others and brings pace, empathy and accountability to your work.
Key Details
- Head of Customer Experience – permanent role
- Salary is £67,534 per annum
- Location: Gosforth, Newburn or Stanley, TBC with successful candidates – some homeworking available
- Travel to our other offices is required, so access to a car would be beneficial
- 37 hours per week
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
EEO Statement
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). The successful candidate(s) will be asked to submit a basic disclosure and barring check application during pre-employment checks.
Head of Customer Experience in North East employer: Karbon Homes
At Karbon, we pride ourselves on being an exceptional employer that values collaboration, innovation, and customer-centricity. As the Head of Customer Experience, you will thrive in a supportive work culture that encourages professional growth through access to funding for qualifications and learning events, alongside generous benefits like 26 days of annual leave and a health cash plan. Located in the vibrant areas of Gosforth, Newburn, or Stanley, with flexible homeworking options, you'll have the opportunity to make a meaningful impact while enjoying a balanced work-life environment.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Experience in North East
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those who work at Karbon. A friendly chat can open doors and give you insider info about the company culture and what they really value in a Head of Customer Experience.
✨Tip Number 2
Prepare for the interview by diving deep into customer experience trends. Show us that you’re not just passionate but also knowledgeable about how to turn feedback into action. Bring examples of how you've made a difference in previous roles!
✨Tip Number 3
Don’t underestimate the power of follow-ups! After your interview, send a quick thank-you note. It’s a great way to remind us of your enthusiasm and keep you top of mind as we make our decision.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows us you’re genuinely interested in being part of the Karbon team and ready to take on the challenge of leading customer experience.
We think you need these skills to ace Head of Customer Experience in North East
Some tips for your application 🫡
Show Your Passion:When writing your application, let your passion for customer experience shine through. We want to see how you put customers at the heart of your decisions and how that aligns with our values.
Be Specific:Use specific examples from your past experiences to demonstrate your strategic thinking and practical delivery skills. We love seeing how you've turned feedback into action and made a real difference.
Tailor Your Application:Make sure to tailor your application to the role. Highlight your leadership, coaching, and stakeholder engagement skills, and show us how you can influence change across the organisation.
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 strategy.
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 insight and service improvement. 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 skills, especially in collaborative environments. Think about times when you've influenced change or built strong relationships across teams. This will show them you're not just a leader but a team player who can inspire others.
✨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 metrics or KPIs you've worked with and how they led to tangible results. This will showcase your insight-driven approach.
✨Emphasise Your Values
Karbon is looking for someone who embodies their values. Reflect on your own values and be ready to discuss how they align with the company's mission. Share stories that illustrate your commitment to putting customers at the heart of every decision, as this will resonate well with the interviewers.
