At a Glance
- Tasks: Lead the customer experience strategy and enhance the customer journey across all touchpoints.
- Company: A leading London-based transport company with a collaborative culture.
- Benefits: Director-level position with autonomy, competitive salary, and growth opportunities.
- Other info: Dynamic environment with a focus on inclusivity and collaboration.
- Why this job: Shape impactful strategies and make a real difference in customer satisfaction.
- Qualifications: Experience in customer experience roles and strong data-driven decision-making skills.
The predicted salary is between 80000 - 100000 € per year.
MBM are working exclusively with a leading London-based transport company to appoint a Customer Experience Lead. This is a newly created role, offering a unique opportunity to shape and deliver an outstanding, end-to-end customer journey across their transportation services.
The Role
This is a director-level position, leading a team of 5, with significant visibility across the business. You will take ownership of the customer experience strategy—using data and insights to define, articulate, and deliver a clear plan that drives both customer satisfaction and commercial performance. Operating in a fast-paced, growing, and entrepreneurial environment, this role suits someone who thrives on autonomy, takes ownership, and enjoys building something impactful from the ground up.
Key Responsibilities
- Own and evolve the full customer journey across all touchpoints
- Develop and deliver a clear customer experience strategy aligned to business goals
- Generate, analyse, and leverage data (KPIs, NPS, insights) to drive decision-making
- Engage and influence stakeholders across the business to embed a customer-first approach
- Build strong cross-functional relationships with operations, marketing, IT, and commercial teams
- Lead and develop a high-performing customer service and customer experience team
About You
- Data-driven and insight-led, with a passion for using analytics to shape strategy
- Strong experience engaging stakeholders and influencing at all levels
- Proven ability to translate insights into clear, actionable plans
- Background in customer experience roles within transport, hospitality, or similar environments
- A senior manager or head of level candidate ready to step into a director-level role
- Comfortable working in a dynamic, evolving organisation with high levels of autonomy
Additional Info
- Newly created role as part of organisational transformation
- London-based with travel across sites
- Inclusive and collaborative culture
If you’re looking for a role where you can take ownership, shape strategy, and make a real impact in a growing business, we’d love to hear from you.
Head of Customer Experience in London employer: MBM Executive Travel Recruitment
As a leading transport company based in London, we pride ourselves on fostering an inclusive and collaborative culture that empowers our employees to take ownership and drive meaningful change. With a focus on professional growth and development, we offer unique opportunities for our team members to shape customer experience strategies that directly impact satisfaction and commercial success. Join us in a dynamic environment where your insights and leadership can truly make a difference.
Contact Detail:
MBM Executive Travel Recruitment Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Experience in London
✨Tip Number 1
Network like a pro! Reach out to people in the transport and customer experience sectors. Attend industry events or webinars, and don’t be shy about sliding into DMs on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Showcase your data skills! Prepare to discuss how you've used analytics to drive customer satisfaction in past roles. Bring examples of KPIs or NPS scores you've improved. This will demonstrate your ability to translate insights into actionable plans.
✨Tip Number 3
Practice your storytelling! When you get that interview, be ready to share compelling stories about your experiences leading teams and influencing stakeholders. Make it clear how your leadership has shaped customer journeys in previous roles.
✨Tip Number 4
Don’t forget to apply through our website! We’re all about making connections and helping you land that dream role. Plus, it shows you’re genuinely interested in being part of our team and shaping the future of customer experience together.
We think you need these skills to ace Head of Customer Experience in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer experience roles, especially in transport or hospitality. We want to see how your background aligns with the unique challenges of this role!
Showcase Your Data Skills:Since this role is all about using data to drive decisions, don’t forget to mention any relevant experience you have with KPIs, NPS, or analytics. We love seeing candidates who can turn insights into action!
Highlight Stakeholder Engagement:This position requires strong engagement with various stakeholders, so share examples of how you've influenced others in your previous roles. We’re looking for someone who can build relationships across teams!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity to shape customer experience strategy!
How to prepare for a job interview at MBM Executive Travel Recruitment
✨Know Your Customer Journey
Before the interview, take some time to map out the customer journey for the transport company. Think about how you would enhance each touchpoint and be ready to discuss your ideas. This shows that you’re proactive and have a clear vision for the role.
✨Data is Your Best Friend
Brush up on key metrics like KPIs and NPS that are relevant to customer experience. Be prepared to share examples of how you've used data to drive decisions in previous roles. This will demonstrate your analytical skills and your ability to leverage insights effectively.
✨Stakeholder Engagement Strategies
Think about past experiences where you successfully engaged stakeholders. Prepare specific examples that highlight your influencing skills and how you built cross-functional relationships. This will show that you can navigate the complexities of a director-level position.
✨Embrace the Entrepreneurial Spirit
Since this role is in a fast-paced environment, be ready to discuss how you thrive under autonomy and change. Share stories that illustrate your adaptability and how you've built impactful strategies from the ground up. This will resonate well with the company's culture.
