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- Tasks: Lead and shape the customer experience strategy for a top transport company.
- Company: Dynamic London-based transport company with an inclusive culture.
- Benefits: Director-level role with autonomy, competitive salary, and growth opportunities.
- Other info: Newly created role with significant visibility and cross-functional collaboration.
- Why this job: Make a real impact by transforming customer journeys in a fast-paced environment.
- 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 employer: MBM Travel Executives Ltd
Contact Detail:
MBM Travel Executives Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Experience
✨Tip Number 1
Network like a pro! Reach out to people in the transport industry or those who work at the company you're eyeing. A friendly chat can open doors and give you insider info that could set you apart.
✨Tip Number 2
Show off your data skills! Prepare to discuss how you've used analytics to drive customer experience in past roles. Bring examples of KPIs or NPS improvements you've achieved – numbers speak volumes!
✨Tip Number 3
Be ready to share your vision! Think about how you would evolve the customer journey for this transport company. Presenting a clear, actionable strategy will demonstrate your readiness for this director-level role.
✨Tip Number 4
Apply through our website! We make it easy for you to showcase your skills and passion for customer experience. Plus, it shows you're serious about joining our team and making an impact!
We think you need these skills to ace Head of Customer Experience
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Head of Customer Experience. Highlight your experience in shaping customer journeys and using data to drive strategy. We want to see how your background aligns with the key responsibilities outlined in the job description.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer experience and how you can make an impact. Be sure to mention specific examples from your past roles that demonstrate your ability to lead and influence stakeholders.
Showcase Your Data Skills: Since this role is all about being data-driven, don’t forget to showcase your analytical skills. Include any relevant metrics or KPIs you've worked with in previous positions. We love seeing how you've used insights to shape strategies and improve customer satisfaction.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Plus, we can’t wait to see what you bring to the table!
How to prepare for a job interview at MBM Travel Executives Ltd
✨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 relevant data analytics tools and methodologies. Be prepared to talk about how you've used data in past roles to drive customer satisfaction and commercial performance. Highlight specific KPIs or insights that led to successful outcomes.
✨Stakeholder Engagement Skills
Think of examples where you've successfully engaged and influenced stakeholders. Prepare to share these stories during the interview, as this role requires strong cross-functional relationships. Show them you can build rapport and get buy-in from various teams.
✨Embrace the Entrepreneurial Spirit
This position thrives in a fast-paced environment, so be ready to discuss how you’ve navigated similar situations. Share experiences where you took ownership and built something impactful from scratch, demonstrating your ability to adapt and innovate.