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For Companies At a Glance
- Tasks: Lead the customer experience strategy and ensure seamless client interactions.
- Company: Join Redsquid, a tech innovator focused on customer-first solutions.
- Benefits: Competitive salary, career growth, and a dynamic work environment.
- Why this job: Make a real impact by enhancing customer satisfaction and retention.
- Qualifications: Experience in customer experience strategy and tech industry knowledge.
- Other info: Be part of a diverse team dedicated to transforming customer experiences.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Our Head of Customer Experience (CX) will lead in making Redsquid a truly customer-first business — ensuring every client interaction, from onboarding to renewal, is seamless, consistent, and value-driven. You will protect revenue by fixing the root causes of churn, instilling customer-first behaviours across the company, and owning key CX metrics.
About the Job
- Location: (HQ Borehamwood)
- Permanent, Full-time
- Monday to Friday: 37.5 hours per week
This critical role will lead the design and execution of Redsquid’s customer-centric strategy to drive customer satisfaction, retention, and revenue growth. The HCX focuses on embedding CX excellence across all touchpoints and ensuring Redsquid delivers world-class experiences to our clients.
For us this means our HCX takes a lead in supporting and developing our CX plans and customer performance metrics and customer first approach & strategy.
Duties & Responsibilities
- Build and own the end-to-end customer journey across all departments
- Establish and drive NPS/CSA/Churn tracking and act on insights
- Proactively identify at‑risk customers and create playbooks to retain them
- Collaborate with Sales, Ops, and Service Delivery to close experience gaps
- Champion onboarding quality, proactive communication, and issue resolution
- Introduce scalable CX processes across organic and acquired clients
- Present regular CX impact reports to the SLT and Board
- Lead a small cross‑functional “customer squad” (could be matrix‑led)
- Produce customer insight management by analysing Net Promoter Score (NPS) and other relevant customer data to benchmark the customer experience
- Develop actionable insights from customer feedback to inform strategic decisions and enhance customer satisfaction.
- Oversee the management of customer complaints, ensuring they are handled efficiently and within agreed frameworks
- Organise and coordinate the escalation process for complaints, ensuring timely resolutions and effective communication with stakeholders.
- Perform comprehensive quality assessments to ensure that service standards are consistently maintained.
- Implement quality control measures and develop improvement plans based on assessment results.
Skills and Experience required as a Head of Customer Experience (HCX)
- A strong background in both CX delivery & strategy, with an ability to bridge insight, vision, and delivery
- Strong experience as CX within Tech, MSP or Telco
- Deep understanding of the client / customer ecosystems thinking , design & interconnected IT MSP services and experiences
- Confidence in conducting research including customer interviews, surveys, usability testing and behavioural analysis
- Strategic and curious mindset — comfortable operating across ambiguity and complexity, and equally confident crafting customer journeys and pitching the Redsquid customer first vision.
- Proven ability to craft high‑quality presentation decks using PPT / Miro / Sketch / Keynote
- Proficiency in using data and behavioural insights to inform decision‑making and measure CX performance.
Redsquid Communications Ltd is an equal opportunity employer. We take all reasonable steps to employ, train and promote employees based on their experience, abilities, and qualifications, without regard to age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (including colour, nationality, ethnic or national origins and caste), religion or belief, sex, or sexual orientation.
At Redsquid we are all about making a difference to our customers with the use of technology. An innovative provider of solutions within IoT, Cyber Security, ICT, Data Connectivity and furthermore Voice solutions.
We are here to improve our customers businesses as well as their operations. Therefore with the use of technology we make them more efficient, increase productivity and reduce costs.
Join our team and help us fulfil this mission by providing outstanding solutions and exceptional service to our customers!
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Head Of Customer Experience (HCX) employer: Redsquid Communications
Contact Detail:
Redsquid Communications Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head Of Customer Experience (HCX)
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those at Redsquid. A friendly chat can open doors that applications alone can't.
✨Tip Number 2
Prepare for interviews by diving deep into customer experience trends. Show us you know your stuff and can bring fresh ideas to the table!
✨Tip Number 3
Practice your pitch! Be ready to explain how you can enhance customer journeys and tackle churn. We want to see your passion for CX shine through.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed and shows us you're serious about joining the Redsquid team.
We think you need these skills to ace Head Of Customer Experience (HCX)
Some tips for your application 🫡
Show Your Customer-Centric Mindset: Make sure to highlight your experience in creating customer-first strategies. We want to see how you've made a difference in previous roles, so share specific examples of how you’ve improved customer journeys or tackled churn.
Be Data-Driven: Since metrics are key for this role, don’t shy away from showcasing your analytical skills. Talk about how you've used data to inform decisions and improve customer satisfaction. We love numbers that tell a story!
Tailor Your Application: Take the time to customise your application for Redsquid. Use our language and values in your cover letter and CV. Show us that you understand our mission and how you can contribute to making us a truly customer-first business.
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 the role. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at Redsquid Communications
✨Know Your Customer Journey
Before the interview, take some time to map out the end-to-end customer journey for Redsquid. Understand how each department contributes to the customer experience and be ready to discuss how you would enhance these touchpoints.
✨Metrics Matter
Familiarise yourself with key CX metrics like NPS and CSA. Be prepared to share your insights on how you’ve used data to drive customer satisfaction and retention in previous roles. This shows you’re not just about strategy but also about measurable results.
✨Showcase Your Collaborative Spirit
Redsquid values teamwork across departments. Think of examples where you’ve successfully collaborated with sales, ops, or service delivery teams to improve customer experiences. Highlighting your ability to lead a cross-functional 'customer squad' will resonate well.
✨Prepare for Problem-Solving
Anticipate questions about handling customer complaints and resolving issues. Have specific examples ready that demonstrate your proactive approach to identifying at-risk customers and creating effective playbooks to retain them.
